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-4380131
21 Feb 2024 Nationwide Building Society UpheldInvestmentsDRN-4380131 The complaint Mr and Mrs A complain about what happened after their fixed rate bond held with Nationwide Building Society reached maturity. It took 49 days for the proceeds to be credited into their bank account. Mr and Mrs A feel this delay was far too long and that it was cau... (5 pages)View decision -
Decision Reference DRN-4532193
21 Feb 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4532193 The complaint Mr W says Chetwood Financial Limited, trading as BetterBorrow, irresponsibly lent to him. What happened Mr W took out a 24-month instalment loan for £2,500 on 24 June 2022. The monthly repayments were £123.92 and the total repayable was £2,974.14. Mr W says he was... (3 pages)View decision -
Decision Reference DRN-4605353
21 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4605353 The complaint Mr C complains Nationwide Building Society didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr C has several accounts with Nationwide and has been a customer of theirs since 2013. Mr C says he received a friend request on a ... (3 pages)View decision -
Decision Reference DRN-4637257
21 Feb 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4637257 The complaint Ms G complains that American Express Services Europe Limited (“American Express”) is holding her liable for a credit card she says she didn’t apply for. She says she’s also unhappy that an address she has no connection to is appearing on her credit file in relatio... (3 pages)View decision -
Decision Reference DRN-4514797
21 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4514797 The complaint A company, which I’ll refer to as B, complains that Monzo Bank Ltd won’t refund a payment it didn’t make. Mr and Mrs W, who are directors of B, bring the complaint on B’s behalf. What happened The details of this complaint are well known to both parties, so I will... (2 pages)View decision -
Decision Reference DRN-4636982
21 Feb 2024 Lendable Ltd UpheldConsumer CreditDRN-4636982 The complaint Miss A complains that Lendable Ltd is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (3 pages)View decision -
Decision Reference DRN-4621255
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4621255 The complaint Mr S complains that U K Insurance Limited (“UKI”) has treated him unfairly in relation to his motor insurance policy. Any reference to Mr S or UKI includes respective agents or representatives. What happened The background of this complaint is well known to both p... (3 pages)View decision -
Decision Reference DRN-4513514
21 Feb 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4513514 The complaint P, a limited company, complains about the way Shawbrook Bank Limited dealt with its application for a buy to let mortgage. One of P’s directors, who I’ll refer to as Mr N, has represented P in bringing the complaint. What happened P’s broker submitted an applicati... (3 pages)View decision -
Decision Reference DRN-4582478
21 Feb 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4582478 The complaint Mrs B and Mr E complain about delays by DAS Legal Expenses Insurance Company Limited handling a claim on their legal expenses insurance policy which they say prevented Mr E from pursuing a legal claim. What happened Mrs B and Mr E are joint policyholders of a home... (3 pages)View decision -
Decision Reference DRN-4620363
21 Feb 2024 Bastion Insurance Company Limited UpheldInsuranceDRN-4620363 The complaint Mr A is unhappy Bastion Insurance Company Limited turned down a claim he made on his mobile phone insurance policy. What happened In June 2023 Mr A lost his mobile phone while abroad; he says he left the device on the table in a café and when he returned it wasn’t... (3 pages)View decision
