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-4484013
29 Nov 2023 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4484013 The complaint T complains that TIDE PLATFORM LTD trading as TIDE won’t refund a £515.73 payment debited from its account which it says it didn’t authorise. T is also unhappy with how TIDE dealt with the matter, even after, it says, it upgraded its account so it could use TIDE’s... (3 pages)View decision -
Decision Reference DRN-4484032
29 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4484032 The complaint A company which I’ll call ‘G’ complains that Clydesdale Bank Plc (trading as Virgin Money) treated them unfairly when it restricted access to their sterling and currency accounts. The complaint is brought on G’s behalf by their secretary, Mr H. What happened G tol... (3 pages)View decision -
Decision Reference DRN-4475291
29 Nov 2023 esure Insurance Limited UpheldInsuranceDRN-4475291 The complaint Mr H complains about cancellation of his motor insurance policy by his insurer, esure Insurance Limited (esure). References to esure in this decision include their agents. What happened In August 2022 Mr H purchased a new vehicle and needed to insure it through a ... (3 pages)View decision -
Decision Reference DRN-4483425
29 Nov 2023 Santander UK Plc UpheldMortgagesDRN-4483425 The complaint Mrs G complains about the service Santander UK Plc provided when she applied to transfer the mortgage she held jointly with her husband into her sole name. What happened Mrs G and her ex-husband jointly own a property that is subject to a mortgage with Santander. ... (5 pages)View decision -
Decision Reference DRN-4483906
29 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4483906 The complaint Mrs G is unhappy as Santander UK Plc (“Santander”) won’t fully refund the money she lost as a result of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 15 June 2023 covered the details of what happened. But bri... (4 pages)View decision -
Decision Reference DRN-4453034
29 Nov 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4453034 The complaint Miss Z complains that Starling Bank Limited won’t refund the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (4 pages)View decision -
Decision Reference DRN-4442527
29 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4442527 The complaint Mrs M complains that Monzo Bank Ltd didn’t offer her an account after she applied to open an account. What happened In March 2023, Mrs M applied online to open a Monzo account. Monzo reviewed the application and decided it couldn’t offer Mrs M an account. Mrs M co... (2 pages)View decision -
Decision Reference DRN-4425051
28 Nov 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4425051 The complaint Mr P (represented by Mrs P) says Watford Insurance Company Europe Limited unfairly rejected a claim he made on his motor insurance policy on the basis that it was false or exaggerated and that he’d delayed in reporting it. What happened Mr P was away from home on ... (3 pages)View decision -
Decision Reference DRN-4470527
28 Nov 2023 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4470527 The complaint Miss H complains that the loan she had from Brent Shrine Credit Union Limited (trading as My Community Bank) was unaffordable to her. What happened Miss H had one loan from My Community Bank in October 2020 as follows: Loan Date Amount Term Repayment Due 1 25 Oct ... (3 pages)View decision -
Decision Reference DRN-4373180
28 Nov 2023 Nationwide Building Society UpheldConsumer CreditDRN-4373180 The complaint Mr J says Nationwide Building Society irresponsibly lent to him. What happened Mr J took out a loan for £15,000 over 52 months from Nationwide in January 2021. The monthly repayments were £328.51 and the total repayable was £17,082.52. He had previously taken out ... (3 pages)View decision
