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 121115 results
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Decision Reference DRN-3970503
16 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3970503 The complaint Miss A is unhappy with the actions of National Westminster Bank Plc (“NatWest”) after she reported what she believed to be a duplicate payment from her account. What happened I issued a provisional decision in January 2023 to explain why I thought Miss A’s complai... (5 pages)View decision -
Decision Reference DRN-3965652
16 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3965652 The complaint Mr P complains about the response of NatWest Bank PLC (“NatWest”) to his request for redress for a breach of contract he holds it responsible for. What happened In July 2019 Mr P entered into a contract for works to his garden with a limited company I will call “C... (8 pages)View decision -
Decision Reference DRN-3910375
16 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3910375 The complaint Miss S complains that Bank of Scotland plc trading as Halifax recorded a marker at CIFAS, the national fraud database, when it closed her account. What happened Miss S says she wasn’t involved in any fraudulent activity and had lost her bank card. She’d later made... (2 pages)View decision -
Decision Reference DRN-3878017
16 Feb 2023 Capital Home Loans Limited UpheldMortgagesDRN-3878017 The complaint Ms P has complained about how Capital Home Loans Limited (“Capital Home Loans”) treated her between August 2018 and January 2022, when her mortgage account was in arrears. What happened Ms P held a shared equity mortgage with Capital Home Loans which she started a... (6 pages)View decision -
Decision Reference DRN-3936239
16 Feb 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3936239 The complaint Mr J complains that PayrNet Limited has failed to return to him the remaining balance of a closed account. What happened We have been provided with limited information about this complaint by PayrNet. So the sequence of events set out below is limited to what can ... (3 pages)View decision -
Decision Reference DRN-3970469
16 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3970469 Complaint Mr T is unhappy that Barclays Bank UK PLC hasn’t refunded him in full after he fell victim to a scam. Background In 2020, Mr T was researching potential investment opportunities online when he found what he thought was a legitimate investment with an established busin... (4 pages)View decision -
Decision Reference DRN-3938247
16 Feb 2023 Eazy Accident Claims Ltd UpheldClaims ManagementDRN-3938247 The complaint Mr K complains that Eazy Accident Claims Ltd (EACL) failed to clearly explain a settlement offer made to him and about their service fees. What happened In 2018 following an injury at work Mr K said he agreed to use the services of EACL .In December 2021 Mr K said... (3 pages)View decision -
Decision Reference DRN-3969961
16 Feb 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3969961 The complaint Mrs S has complained that Clydesdale Bank Plc (“Virgin Money”) stopped a payment on her debit card. Mrs S says that her card being declined caused her embarrassment. What happened One of our adjudicators assessed the complaint and they didn’t think that Virgin Mon... (2 pages)View decision -
Decision Reference DRN-3954642
16 Feb 2023 Stagemount Limited UpheldConsumer CreditDRN-3954642 The complaint Mr F complains that Stagemount Limited trading as Quidmarket (Quidmarket) gave him loans while he was struggling financially. Mr F says these loans made his financial situation worse and he was forced to take out further loans. What happened Mr F took two loans fr... (5 pages)View decision -
Decision Reference DRN-3842824
16 Feb 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3842824 The complaint Mrs B complains that Casualty & General Insurance Company (Europe) Ltd declined a claim for her dog’s treatment as they said it was a pre-existing condition. She doesn’t agree and wants them to pay her claim. What happened Mrs B has insurance for her dog with ... (3 pages)View decision
