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 120469 results
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Decision Reference DRN-3637866
2 Sep 2022 Metro Bank PLC UpheldConsumer CreditDRN-3637866 The complaint Mr K complains that RateSetter, for which Metro Bank PLC is the owning company, is holding him liable for a loan in his name which he says he did not consent to. For simplicity, I will refer to Metro Bank PLC as RateSetter in my decision. What happened The circums... (3 pages)View decision -
Decision Reference DRN-3651835
2 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3651835 The complaint Mr J is unhappy that Royal & Sun Alliance Insurance Limited (“RSA”) intends to reduce the amount it will pay for a claim he made on his landlord insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the key po... (6 pages)View decision -
Decision Reference DRN-3191163
2 Sep 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3191163 The complaint Mr and Mrs M, in their capacity as the directors of a limited company I’ll refer to as T, complain that Advanced Payment Solutions trading as Cashplus won’t refund transactions they didn’t authorise. What happened The full details of this complaint are well known ... (3 pages)View decision -
Decision Reference DRN-3681946
2 Sep 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3681946 The complaint Mr M is unhappy that National Savings and Investments (“NS&I”) won’t honour the balances showing in old passbooks that he found. What happened Mr M found two old NS&I passbooks that showed balances of £50 and £20 respectively. Mr M asked NS&I to pay hi... (2 pages)View decision -
Decision Reference DRN-3650617
2 Sep 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3650617 The complaint Mr W complains about the quality of a van he has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on gi... (3 pages)View decision -
Decision Reference DRN-3650752
2 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3650752 The complaint Mrs D complained because Barclays Bank UK PLC refused to refund her for two disputed payments sent to her granddaughter’s university overseas. She wants compensation for the distress and inconvenience, and cost of phone calls abroad. What happened Mrs D wanted to ... (5 pages)View decision -
Decision Reference DRN-3678957
2 Sep 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3678957 The complaint Mr and Mrs N complain that Mark & Spencer Financial Services Plc (M&S) are responsible for financial losses they suffered because of funds, that were intended to be credited to their joint account, being credited to a third-party foreign currency account. ... (5 pages)View decision -
Decision Reference DRN-3648105
2 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3648105 The complaint Mr and Mrs S say Lloyds Bank PLC allowed a third-party to re-instate a cancelled direct debit and collect an unauthorised payment for £100.88. What happened Mr S cancelled his direct debit on 12 April 2021 due to an ongoing dispute with his utility provider, but i... (3 pages)View decision -
Decision Reference DRN-3672782
2 Sep 2022 Yorkshire Building Society UpheldMortgagesDRN-3672782 The complaint Miss M complains that after she made overpayments to her mortgage in 2020 that her contractual monthly payments (“CMP”) were reduced by Yorkshire Building Society in its annual review in 2021. Miss M says that she has been penalised covertly. Her understanding was... (4 pages)View decision -
Decision Reference DRN-3633946
2 Sep 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3633946 Complaint Mr M has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr M bought solar panels for his home in April 2017. The purchase was funded by a loan from Ikano, and that business is t... (3 pages)View decision
