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 121876 results
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Decision Reference DRN-3763382
24 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3763382 The complaint Ms C has complained Santander UK plc didn’t refund money for fraudulent transactions made on her credit card. What happened In December 2021 whilst she was at the gym, Ms C’s locker was broken into and her belongings stolen. This included credit and debit cards as... (2 pages)View decision -
Decision Reference DRN-3747151
24 Oct 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3747151 The complaint Mr H, as a director of S (a limited company), complains that Starling Bank Limited (Starling) won’t refund S for a loss they suffered as the result of a scam. What happened The background to this case is not in dispute so I won’t be going into details. In summary,... (5 pages)View decision -
Decision Reference DRN-3653601
24 Oct 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3653601 The complaint Mr W complains that Everyday Lending Limited trading as Everyday Loans (Everyday) irresponsibly lent him money on a high cost loan that he couldn’t afford to repay. What happened Everyday provided a loan to Mr W, on 12 March 2018, for £1,750, repayable over 12 mon... (4 pages)View decision -
Decision Reference DRN-3665674
24 Oct 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3665674 The complaint Mr W complains that Everyday Lending Limited trading as Everyday Loans irresponsibly lent him money on high cost loans which he couldn’t afford to repay. What happened Everyday provided three loans to Mr W. In respect of the first two loans, Everyday agreed that t... (3 pages)View decision -
Decision Reference DRN-3769778
24 Oct 2022 Fly Now Pay Later Limited UpheldConsumer CreditDRN-3769778 The complaint Mrs K complains that Fly Now Pay Later Limited (FNPL) are holding her liable for a loan which she says she didn’t take out. She’d like the loan written off and any information about it removed from her credit file. What happened In February 2020 a loan of around £... (3 pages)View decision -
Decision Reference DRN-3700547
24 Oct 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3700547 The complaint Mrs A complains that Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly handled a subsidence claim under her buildings insurance policy. Any reference to Mrs A or RSA includes any agents or representatives unless specified. What happened The backgroun... (4 pages)View decision -
Decision Reference DRN-3765963
24 Oct 2022 National Westminster Bank Plc UpheldMortgagesDRN-3765963 The complaint Mr K complains that National Westminster Bank Plc didn’t say he must start an application to port his mortgage before selling his mortgaged property, until it was too late for him to do this. He said now he can’t get back a large Early Repayment Charge (“ERC”) he ... (4 pages)View decision -
Decision Reference DRN-3721468
24 Oct 2022 Coutts & Company UpheldMortgagesDRN-3721468 The complaint Mr M’s complaint is that Coutts & Company has refused to remove him from a joint mortgage account. Mr M is also unhappy that Coutts granted a payment holiday and a new interest rate product on the account without his consent. To settle the complaint, Mr M want... (3 pages)View decision -
Decision Reference DRN-3769861
24 Oct 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3769861 The complaint Ms L complains Barclays Bank UK PLC (Barclays) unfairly defaulted her loan account. What happened In December 2016, Ms L entered into a loan agreement with Barclays for £13,500. The loan was due to last 60 months ending in January 2021. She was requir... (4 pages)View decision -
Decision Reference DRN-3693744
24 Oct 2022 Accelerant Insurance Limited UpheldInsuranceDRN-3693744 The complaint Mr S complains about how Accelerant Insurance Limited handled a claim he made on his commercial vehicle insurance policy after his vehicle was stolen. He’s unhappy with the settlement offer and he’s unhappy with the time it took to reach this settlement. Reference... (2 pages)View decision
