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 125363 results
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Decision Reference DRN-4677457
13 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4677457 The complaint Mrs H complains that Barclays Bank UK PLC cancelled a payment she had made, meaning she had to travel to a branch to make it again. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in... (2 pages)View decision -
Decision Reference DRN-4672820
13 Mar 2024 Elderbridge Limited UpheldMortgagesDRN-4672820 The complaint Mr and Mrs M complain that Elderbridge Limited led them to believe that their secured loan was paid off, only later to tell them they still owed a significant amount of interest. What happened In 2007, Mr and Mrs M took a secured loan for £61,000 with another lend... (4 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision -
Decision Reference DRN-4678665
13 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4678665 The complaint Mr and Mrs O complain that Santander UK Plc (Santander) refused to honour an interest rate on part of their mortgage that they believed had been agreed over the phone in June 2023. What happened Mr and Mrs O hold a mortgage with Santander split across two accounts... (3 pages)View decision -
Decision Reference DRN-4643128
12 Mar 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4643128 The complaint Mr K complains that St James’s Place UK plc (SJP) failed to process his pension transfer request to his employers’ pension scheme causing him inconvenience and losses. He wants compensation for his losses. What happened Mr K had a personal pension plan with SJP wh... (3 pages)View decision -
Decision Reference DRN-4632754
12 Mar 2024 UIA (Insurance) Limited UpheldInsuranceDRN-4632754 The complaint Mr C and Ms G are unhappy with the way UIA (insurance) Limited has handled claim made on their home insurance policy (‘the policy’). All reference to UIA includes its loss adjusters. What happened Mr C and Ms G’s home was damaged by smoke emitting from a tumble dr... (12 pages)View decision -
Decision Reference DRN-4624658
12 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4624658 The complaint Mrs R is unhappy with the service she’s received from Monzo Bank Ltd surrounding a request she made to close her account. What happened Mrs R asked Monzo to close her Monzo account because she had never wanted it and had never used it. Monzo didn’t close her accou... (2 pages)View decision -
Decision Reference DRN-4678759
12 Mar 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4678759 The complaint Mr M is unhappy with a car that’s been supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (“Volkswagen”). What happened In November 2022 Mr M signed a hire purchase agreement with Volkswagen. This was for a car that was... (6 pages)View decision -
Decision Reference DRN-4647106
12 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4647106 The complaint A company, which I’ll refer to as L, complains that National Westminster Bank Plc didn’t inform it that the Enterprise Finance Guarantee (EFG) scheme had come to an end in 2020. What happened In August 2018, L took out a ten-year commercial loan for £160,000 from ... (3 pages)View decision -
Decision Reference DRN-4655580
12 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4655580 The complaint A company, which I’ll refer to as L, complains that National Westminster Bank Plc didn’t inform it that the fixed interest rate period of its loan was coming to an end. What happened In August 2018, L took out a ten-year commercial loan for £160,000 from NatWest. ... (3 pages)View decision
