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 120614 results
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Decision Reference DRN-3585347
30 Aug 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3585347 The complaint Mr and Mrs M are unhappy because The Co-operative Bank Plc did not fully refund the money they lost in a vehicle scam. Mr and Mrs M are represented by their daughter in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she... (4 pages)View decision -
Decision Reference DRN-3615165
30 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3615165 The complaint Miss G is unhappy because Monzo Bank Ltd (‘Monzo’) did not reimburse the money she transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, in June 2020 Miss G was approac... (5 pages)View decision -
Decision Reference DRN-3601884
30 Aug 2022 Bank of Scotland Plc UpheldMortgagesDRN-3601884 The complaint Mr and Mrs B’s complaint is about their mortgage with Bank of Scotland plc (BoS). Due to the valuation produced in the autumn of 2020, they believe that the valuation of the property in 2007, which allowed them to increase their borrowing, was wrong. As a result o... (5 pages)View decision -
Decision Reference DRN-3672109
30 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3672109 The complaint Mrs M complains that HSBC UK Bank Plc trading as first direct hasn’t refunded her the money she lost as the result of a scam. What happened In late 2020, having recently moved to a new home, Mrs M transferred the sum of money she’d thus freed up into her First Dir... (5 pages)View decision -
Decision Reference DRN-3570522
30 Aug 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3570522 The complaint Ms S complains 1Plus1 Loans Limited lent to her irresponsibly. What happened In February 2014 Ms S applied for, and was given a loan for £3,000, which was repayable over a period of 36 months. The repayments were around £155 a month, and in total Ms S agreed to p... (3 pages)View decision -
Decision Reference DRN-3574816
30 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3574816 The complaint Mr R complains that NewDay Ltd (“NewDay”), trading as Marbles, irresponsibly granted him credit that he couldn’t afford to repay. What happened NewDay approved a credit card application for Mr R in April 2016. They initially provided a credit limit of £900 but the... (2 pages)View decision -
Decision Reference DRN-3655268
30 Aug 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3655268 The complaint Ms C complains about National Westminster Bank Plc (NWB) and the service they provided when she attempted to arrange a CHAPS payment following the sale of her house. What happened In late 2021, Ms C was in the process of selling a property in the UK. So, in Octobe... (3 pages)View decision -
Decision Reference DRN-3219188
30 Aug 2022 Match the Cash Limited UpheldConsumer CreditDRN-3219188 Complaint Mr J has complained that Match the Cash Limited (“Match the Cash”) unfairly brought about unaffordable guarantor loans for him. He says that reasonable checks would have shown that he was already struggling and providing further high cost lending worsened his financia... (3 pages)View decision -
Decision Reference DRN-3386212
30 Aug 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3386212 The complaint Mr and Mrs S complain that AXA Insurance UK Plc has treated them unfairly with the decision made and handling of their claim on their buildings insurance policy. What happened Mr and Mrs S have a residential landlords insurance policy which is underwritten by AXA.... (4 pages)View decision -
Decision Reference DRN-3670718
30 Aug 2022 Landmark Mortgages Limited UpheldMortgagesDRN-3670718 The complaint Mr M’s complaint is about the administration of his mortgage with Landmark Mortgages Limited. In December 2021 his mortgage endowment policy matured, and Landmark claimed the maturity value from the product provider, but it didn’t immediately apply the funds to hi... (4 pages)View decision
