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 128312 results
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Decision Reference DRN-4244833
13 Jul 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4244833 The complaint Mr and Mrs K complain about delays and problems taking out new interest rate products for their mortgages with Barclays Bank UK PLC. Mr K has dealt with the complaint. What happened Mr and Mrs K have a residential mortgage and buy to let mortgage with Barclays. Mr... (3 pages)View decision -
Decision Reference DRN-3744786
13 Jul 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3744786 The complaint Mrs H is unhappy that Monzo Bank Ltd won’t refund her money she lost as a result of fraud. What happened As both parties are familiar with the circumstances of this complaint, I have summarised them briefly below. Mrs H was previously victim of a separate investme... (5 pages)View decision -
Decision Reference DRN-4110543
13 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4110543 The complaint Mr and Mrs G have complained about Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) handling of their attempts to open a joint account. What happened Virgin Money looked into Mr and Mrs G’s concerns about not being able to open a joint account and the ... (4 pages)View decision -
Decision Reference DRN-4214991
13 Jul 2023 Lowell Financial Ltd UpheldConsumer CreditDRN-4214991 The complaint Mr H complains about Lowell Financial Ltd’s actions when trying to recover a debt in his name. What happened In June 2021 Lowell purchased a store card debt in Mr H’s name. Lowell says it tried to contact Mr H using the details provided by the original lender but ... (3 pages)View decision -
Decision Reference DRN-4240998
13 Jul 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4240998 The complaint Mr G is unhappy that Barclays Bank UK PLC approved him for a loan which he feels wasn’t affordable for him at that time. What happened In December 2018, Mr G applied to Barclays for a personal loan of £16,200 which was to be repaid over 60 months at £303.59 per mo... (4 pages)View decision -
Decision Reference DRN-4239507
13 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4239507 The complaint Mr B complains about the way Haven Insurance Company Limited dealt with a claim he made on his motor insurance policy. What happened Mr B had an accident in which his van was damaged. He claimed on his motor insurance policy with Haven. Haven’s engineers concluded... (5 pages)View decision -
Decision Reference DRN-4240570
13 Jul 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4240570 The complaint Mrs L complains that Red Sands Insurance Company (Europe) Limited declined her claim against her travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mrs L has a... (4 pages)View decision -
Decision Reference DRN-4215273
13 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4215273 The complaint Mr D complains that Barclays Bank UK PLC won’t refund the full amount of money he lost after he 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 h... (7 pages)View decision -
Decision Reference DRN-4132532
13 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4132532 The complaint Mr S complains that Lloyds Bank PLC declined his claim under Section 75 of the Consumer Credit Act in regard to damages and consequential losses arising from a faulty hot tub. What happened Mr S raised a claim under Section 75 for the consequential losses caused b... (3 pages)View decision -
Decision Reference DRN-4244061
13 Jul 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4244061 The complaint Mr K complains about Tesco Underwriting Limited’s (Tesco) handling of his claim, under his motor insurance policy. What happened Mr K’s car was damaged in mid-September 2022. He contacted Tesco to raise a claim. He says it told him the car was repairable having re... (5 pages)View decision