We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125400 results
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Decision Reference DRN-4685665
15 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4685665 The complaint Mr D complains that Santander UK Plc haven’t done enough to help him recover his funds when he misdirected a payment. What happened I issued a provisional decision on 26 February 2024, and this is what I said: I’ve considered the relevant information about this co... (3 pages)View decision -
Decision Reference DRN-4685666
15 Mar 2024 FirstRand Bank Limited UpheldConsumer CreditDRN-4685666 The complaint Miss E is complaining about FirstRand Bank Limited trading as MotoNovo Finance’s decision to lend to her – she says the loan was unaffordable. A representative has brought the complaint to our service but for ease, I’ve written as if we’ve dealt directly with Miss... (3 pages)View decision -
Decision Reference DRN-4626043
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4626043 The complaint Mr L complains Monzo Bank Ltd hasn’t provided him with support while he’s been in financial difficulties; and that it continued to charge him interest on an overdraft facility. What happened Monzo provided Mr L with a £1,000 overdraft facility in May 2019. Mr L co... (4 pages)View decision -
Decision Reference DRN-4316456
15 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4316456 The complaint Ms V complains about the handling of her home emergency claim by Royal & Sun Alliance Insurance Limited (‘RSA’). The company that issued the final response letter to Ms V’s complaint acted as RSA’s agent. Any reference to RSA includes the actions of its agents... (4 pages)View decision -
Decision Reference DRN-4639016
15 Mar 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4639016 The complaint Mr G complains about the quality of a car he acquired through a hire purchase agreement financed by Secure Trust Bank PLC trading as Moneyway (Moneyway). What happened In March 2023 Mr G acquired a used car using a hire purchase agreement from Moneyway. Mr G said... (4 pages)View decision -
Decision Reference DRN-4679160
15 Mar 2024 Lloyd & Whyte Ltd UpheldInsuranceDRN-4679160 The complaint Ms B complains that Lloyd & Whyte Ltd gave inappropriate advice when arranging a medical indemnity insurance policy. What happened Ms B, a dentist, approached Lloyd & Whyte in 2020 in order to arrange a medical indemnity insurance policy. She’d previously ... (8 pages)View decision -
Decision Reference DRN-4624208
15 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4624208 The complaint Mr B complains about the handling of a claim under his motor insurance policy with esure Insurance Limited (esure). References to esure in this decision include their agents. What happened In June 2023 Mr B contacted esure to tell them his vehicle was involved in ... (4 pages)View decision -
Decision Reference DRN-4678559
15 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4678559 The complaint Mrs K has complained about the terms that were applied to her fixed rate cash ISA by Nationwide Building Society when she transferred the proceeds to another provider. What happened I have previously issued a provisional decision regarding this complaint. The foll... (4 pages)View decision -
Decision Reference DRN-4683793
15 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4683793 The complaint A partnership which I’ll call ‘C’ complains that Barclays Bank UK PLC treated them unfairly when it closed their account in error. The complaint is brought on C’s behalf by one of the partners, Mr C. What happened C held a business current account with Barclays. C... (4 pages)View decision -
Decision Reference DRN-4616017
15 Mar 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4616017 The complaint Mr N complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) gave him loans which were unaffordable. What happened A summary of Mr N’s borrowing can be found in the table below. loan number loan amount agreement date repayment date numb... (7 pages)View decision
