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-4115421
30 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4115421 The complaint Ms D complains that Clydesdale Bank Plc trading as Virgin Money have irresponsibly lent to her. What happened Ms D applied for and was accepted for a Virgin Money credit card in September 2019 with a credit limit of £5,400. Ms D says it was irresponsible for Virgi... (3 pages)View decision -
Decision Reference DRN-4116989
30 May 2023 Santander UK Plc UpheldMortgagesDRN-4116989 The complaint This complaint’s about a mortgage that Mr L and Mrs W applied for, with Santander UK Plc. They’re unhappy that the application took so long that they lost out on the low interest rate they’d applied for. They ended up taking a mortgage with a different lender at a... (3 pages)View decision -
Decision Reference DRN-4158756
30 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4158756 The complaint Mr W is unhappy that National Westminster Bank Plc (“NatWest”) approved him for an overdraft facility. Mr W is also unhappy at NatWest’s failure to remove the overdraft facility and the charges that were incurred as a result of this. What happened Mr W complained ... (3 pages)View decision -
Decision Reference DRN-4155925
30 May 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4155925 The complaint Mr D has complained that Casualty & General Insurance Company (Europe) Ltd (C&G) unfairly declined a claim under his pet insurance policy and added unfair exclusions to the policy. What happened Mr D first took out an insurance policy with C&G for his ... (3 pages)View decision -
Decision Reference DRN-3905650
30 May 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3905650 The complaint Mr T complains that he couldn’t open an account with American Express Services Europe Limited (AESEL) (‘Amex’). What happened Mr T had a credit card from Amex, but he closed it in March 2022. In June 2022, he applied for a British Airways premium card. It was decl... (2 pages)View decision -
Decision Reference DRN-4139803
30 May 2023 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4139803 The complaint Ms S bought a motor insurance policy through Atlanta Insurance Intermediaries Limited. She says it provided poor service and failed to explain its actions to her. What happened Ms S says Atlanta’s systems didn’t record the change of car she made online in June 202... (2 pages)View decision -
Decision Reference DRN-4158645
30 May 2023 Zurich Insurance Company Ltd UpheldInsuranceDRN-4158645 The complaint Mr and Mrs H are unhappy that Zurich Insurance Company Ltd declined a claim they made under their travel insurance policy. What happened Mr and Mrs H purchased a single trip travel insurance policy, which provided cover for various pre-departure and post-departure... (4 pages)View decision -
Decision Reference DRN-4138348
30 May 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4138348 The complaint Mr N complains about what happened when he paid off his mortgage with The Mortgage Works (UK) Plc (“TMW”). He said he was overcharged interest on his loan, and wasn’t sent a redemption statement. He wanted the extra charges refunded and £500 in compensation. What ... (5 pages)View decision -
Decision Reference DRN-4151802
30 May 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4151802 Complaint Ms B has complained about personal loans Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says the loans were unaffordable. Background 118 118 Money initially provided Ms B with a first loan for £2,000.00 in June 2016. The total amount to be rep... (3 pages)View decision -
Decision Reference DRN-4130496
30 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4130496 Complaint Mr M complains that Everyday Lending Limited (trading as “Everyday Loans”) irresponsibly lent to him. Background Everyday Loans provided Mr M with a loan for £2,500.00 in July 2020. This loan had an APR of 97.3% and a term of 24 months. This meant that the total amoun... (2 pages)View decision
