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 121115 results
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Decision Reference DRN-3635097
15 Aug 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3635097 The complaint Mr C complains that HSBC UK Bank Plc withdrew his mortgage offer without notice. What happened The background and circumstances of this complaint are well known to both parties, so I won’t repeat them again here in detail. Instead I’ll summarise the main facts tha... (4 pages)View decision -
Decision Reference DRN-3471949
15 Aug 2022 Contis Financial Services Limited UpheldBanking and PaymentsDRN-3471949 The complaint Miss B complains that Contis Financial Services Limited failed to refund transactions she didn’t recognise and misspelled contact details. What happened Miss B noticed that her card was missing and informed Contis about it. Miss B believed it was taken by a person... (3 pages)View decision -
Decision Reference DRN-3619216
15 Aug 2022 Nationwide Building Society UpheldMortgagesDRN-3619216 The complaint Mr C and Miss H complained that they received poor advice from Nationwide Building Society about their mortgage. They said that this meant they lost the opportunity to change their existing lending to a better rate, then port this to their new home. What happened ... (6 pages)View decision -
Decision Reference DRN-3645757
15 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3645757 The complaint Miss T is unhappy Royal & Sun Alliance Plc (RSA) declined her claim on her pet insurance policy and didn’t communicate with her throughout her claim. What happened In April 2021 Miss T’s dog suffered an injury to its tail. She tried to treat it herself before ... (4 pages)View decision -
Decision Reference DRN-3622101
15 Aug 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3622101 The complaint Mr B complains about how Haven Insurance Company Limited handled and settled a claim made on his commercial motor insurance policy following the theft of his van. What happened Mr B’s work van was stolen, and he made a claim on his policy. The van was later found ... (3 pages)View decision -
Decision Reference DRN-3544404
15 Aug 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3544404 The complaint Mr H complains that Nationwide Building Society (‘Nationwide’) lent irresponsibly to him by providing him with a credit card. What happened On or around 9 August 2016, Mr H applied for a credit card with Nationwide. His application was accepted, and Nationwide agr... (3 pages)View decision -
Decision Reference DRN-3644300
15 Aug 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3644300 The complaint Mrs W complains that Monzo Bank Ltd won’t refund transactions she says she didn’t authorise. What happened Mrs W said on 5 October 2020, she received a call from someone claiming to be from Monzo where she was told there was suspicious activity on her account. She... (4 pages)View decision -
Decision Reference DRN-3582194
15 Aug 2022 Black Horse Limited UpheldConsumer CreditDRN-3582194 The complaint Mr A’s complaint is about the financial support he received from Black Horse Limited trading as Jaguar Financial Services (Black Horse) when he experienced issues with his repayments due to the Covid-19 pandemic. What happened Mr A entered into a finance agreement... (4 pages)View decision -
Decision Reference DRN-3648182
15 Aug 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3648182 The complaint Mr L complains that Revolut Ltd (“Revolut”) failed to credit his account with three merchant refunds. He believes the missing transactions was due to fraudulent activity. What happened Mr L received a statement from Revolut. Mr L noticed three refunds (£9.90, £41.... (2 pages)View decision -
Decision Reference DRN-3614333
15 Aug 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3614333 The complaint Mr S says that National Westminster Bank Plc (“NatWest”) acted irresponsibly by allowing him to increase the limits on the overdrafts he had with it and continuing to apply charges to his accounts when he was in financial difficulty. What happened Mr S had four ba... (4 pages)View decision
