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 121479 results
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Decision Reference DRN-5159115
25 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5159115 The complaint Mr G complains that Nationwide Building Society unfairly debited his account following a failed cash withdrawal. What happened Mr G was having his phone repaired and was told it would be better to purchase another one. The repair shop he was in at the time only... (4 pages)View decision -
Decision Reference DRN-5318741
25 Feb 2025 Elderbridge Limited UpheldMortgagesDRN-5318741 The complaint Mr and Mrs W complain that Elderbridge Limited: • Set up the mortgage incorrectly on an interest only rather than a repayment basis • Is claiming a mortgage balance that is too high – it should be paid off by now. • Has not treated them fairly. What happened In... (7 pages)View decision -
Decision Reference DRN-5228064
25 Feb 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5228064 The complaint Miss G has complained Brent Shine Credit Union Limited, trading as My Community Bank, is asking her to repay a personal loan she didn’t take out. What happened In 2023, Miss G’s father fell for a scam. After seeing an advert on social media endorsed by a well-k... (3 pages)View decision -
Decision Reference DRN-5299141
25 Feb 2025 Vanguard Investments UK, Ltd UpheldInvestmentsDRN-5299141 The complaint Mr P complains that Vanguard Investments UK, Ltd (“Vanguard”) provided poor communication when transferring his stocks and shares ISA away from it. What happened Mr P held a stocks and shares ISA with Vanguard which he requested to be transferred away from it. ... (2 pages)View decision -
Decision Reference DRN-5277283
25 Feb 2025 Avantia Insurance Limited UpheldInsuranceDRN-5277283 The complaint Mrs and Mr O complain that Avantia Insurance Limited (Avantia) unfairly declined to settle a claim on their home insurance policy. References to Mrs O or Mr O, will include the other. What happened Mr O accidently damaged his prestigious watch whilst on holid... (3 pages)View decision -
Decision Reference DRN-5339171
25 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5339171 The complaint L, a limited company, complains U K Insurance Limited’s handling of a motor insurance incident led it to having a CCJ registered against it. L is being represented in bringing this complaint by its director, Mr H. I’ve referred to both L and Mr H at points in t... (3 pages)View decision -
Decision Reference DRN-5353817
25 Feb 2025 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-5353817 The complaint Mrs L is unhappy with the repairs China Taiping Insurance (UK) Co Ltd (China Taiping) completed on her home after she made a claim under her building’s insurance policy. Any references to China Taiping also include its agents. What happened Mrs L’s home was b... (6 pages)View decision -
Decision Reference DRN-5252844
25 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5252844 The complaint Mr R has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Metro in August 20217. In October 2023 Mr R was asked to explain two credits of £700 and £800 that had... (2 pages)View decision -
Decision Reference DRN-5184933
25 Feb 2025 RBS Collective Investment Funds Limited UpheldInvestmentsDRN-5184933 The complaint Ms P complains RBS Collective Investment Funds Limited (‘RCIF’) caused her financial loss by delaying a withdrawal from her stocks and shares ISA. What happened Ms P has a stocks and shares ISA with RCIF which she says was opened in 2009. She called RCIF on 15... (4 pages)View decision -
Decision Reference DRN-5335232
25 Feb 2025 MBNA Limited UpheldBanking and PaymentsDRN-5335232 The complaint Mr G complains that MBNA Limited provided him with a credit card account he couldn’t afford. Mr G says MBNA also increased his credit limit twice and he was unable to afford these. What happened I issued a provisional decision on this complaint in January 2025... (3 pages)View decision
