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 122624 results
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Decision Reference DRN-3746274
11 Oct 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3746274 The complaint Mrs W is unhappy that Metro Bank PLC (Metro) won’t refund money she lost after falling victim to a scam. What happened In July 2021, Mrs W received a call from a company claiming she was entitled to a PPI refund – I’ll refer to this company as U. Mrs W says she wa... (4 pages)View decision -
Decision Reference DRN-3673652
11 Oct 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3673652 The complaint Miss J complains that AvantCredit of UK, LLC lent to her when she could not afford it. What happened AvantCredit approved one loan for Miss J in April 2015. It was for £3,000 plus interest repayable at £193.48 a month for 30 months. The total charge for credit was... (4 pages)View decision -
Decision Reference DRN-3746243
10 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3746243 The complaint Mrs M says Santander UK Plc irresponsibly lent to her. What happened Mrs M’s complaint is about a credit card supplied by Santander. The account was opened in November 2012 with an initial credit limit of £7500. No further credit limit increases were applied. Mrs ... (2 pages)View decision -
Decision Reference DRN-3646908
10 Oct 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3646908 The complaint Mrs B says Tesco Personal Finance PLC trading as Tesco Bank irresponsibly lent to her. What happened Mrs B’s complaint is about a credit card supplied by Tesco. She says the card was unaffordable and that she had a poor credit record. Mrs B wants the interest and... (3 pages)View decision -
Decision Reference DRN-3746154
10 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3746154 The complaint Mrs T has complained that National Westminster Bank Plc (NatWest) won’t refund transactions she says she didn’t make or otherwise authorise. What happened Between March 2018 and January 2020, several hundred online purchases were made from Mrs T’s NatWest account ... (4 pages)View decision -
Decision Reference DRN-3713163
10 Oct 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3713163 The complaint Miss H and Mr H have complained that TSB Bank plc (“TSB”) didn’t inform them that the fee- waiver that was applicable to their Gold account was being removed. What happened In response to the complaint, TSB refunded the Gold account fees that were applied to Miss ... (3 pages)View decision -
Decision Reference DRN-3693575
10 Oct 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3693575 The complaint Mr and Mrs K complain that Great Lakes Insurance SE has turned down a cancellation claim they made on their travel insurance policy. What happened On 20 October 2021, Mr and Mrs K booked a trip abroad. They were due to depart on 13 November 2021. On 21 October 202... (4 pages)View decision -
Decision Reference DRN-3377086
10 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3377086 The complaint Miss B complains that NewDay Ltd trading as Aqua gave her credit that she couldn’t afford to pay back. What happened Miss B applied for a credit card in May 2017. It was approved with an initial limit of £300. Miss B was given five further credit increases. In Sep... (3 pages)View decision -
Decision Reference DRN-3697298
10 Oct 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3697298 The complaint Miss M has complained that Shawbrook Bank Limited (“Shawbrook”) rejected her claim against it under section 75 of the Consumer Credit Act 1974 in relation to her purchase of some solar panels. Background Miss M bought solar panels for her home in December 2015. Th... (3 pages)View decision -
Decision Reference DRN-3685788
10 Oct 2022 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3685788 The complaint Miss T complains that Acorn Insurance & Financial Services Limited mishandled her motor insurance policy. Where I refer to “Acorn”, I refer to the above-named company and I include employees and others insofar as I hold Acorn responsible for their acts or omis... (3 pages)View decision
