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 125299 results
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Decision Reference DRN-3736401
13 Dec 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3736401 The complaint Mrs S complains that Shop Direct Finance Company Limited irresponsibly provided her with, and increased the credit limit on, a mail order account so she couldn’t afford the repayments. What happened Shop Direct provided Mrs S with a credit account in November 2017... (3 pages)View decision -
Decision Reference DRN-3369759
13 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3369759 The complaint Mr G complains about entries recorded on his credit file by National Westminster Bank Plc (“NatWest”). What happened Mr G holds a mortgage account with NatWest. In March 2020 NatWest agreed to a payment holiday on the account due to the Covid-19 pandemic. This app... (3 pages)View decision -
Decision Reference DRN-3601888
13 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3601888 Complaint Mr F has complained about a guarantor loan Everyday Lending Limited (trading as “George Banco”.com) provided to him. He says the loan was unaffordable. Background George Banco provided Mr F with a guarantor loan for £3,000.00 in January 2018. This loan had an APR of 4... (3 pages)View decision -
Decision Reference DRN-3794411
13 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3794411 The complaint Mr E complains that Santander UK Plc (“Santander”) have failed to refund over £56,000 he says he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will provid... (3 pages)View decision -
Decision Reference DRN-3816480
13 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3816480 The complaint Mr W complains about how Admiral Insurance (Gibraltar) Limited (Admiral) has handled his claim on his car insurance policy and, in particular, says its cash-in-lieu settlement offer is unfair. What happened Mr W’s car was damaged when it was hit by a tree that fel... (7 pages)View decision -
Decision Reference DRN-3842920
13 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3842920 The complaint Miss M has complained that Bank of Scotland plc (“BOS”) acted irresponsibly by continuing to apply changes to her account when she was in financial difficulty. What happened Miss M complained to BOS about the excessive charges she was incurring on her overdraft wh... (2 pages)View decision -
Decision Reference DRN-3660948
13 Dec 2022 Target Servicing Limited UpheldMortgagesDRN-3660948 The complaint Miss C has complained about the amount Target Servicing Limited said she needed to repay on her Help to Buy (HTB) shared equity loan when she sold her property. The HTB scheme The HTB scheme was a government scheme in place to support home ownership. In addition t... (6 pages)View decision -
Decision Reference DRN-3853177
13 Dec 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3853177 Complaint Mr N has complained that Shawbrook Bank Limited (“Shawbrook”) acted unfairly towards him when providing him with a fixed sum loan to purchase a timeshare with his wife in May 2017. Mr N, who is being assisted with his complaint by his wife who I’ll refer to as Mrs N, ... (23 pages)View decision -
Decision Reference DRN-3851838
13 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3851838 The complaint Mr and Mrs C complain about the service provided by Metro Bank PLC when they were trying to withdraw funds from their savings account. What happened Mr and Mrs C opened a fixed term account in June 2020. In 2021, Mr C contacted Metro Bank to find out how he could ... (3 pages)View decision -
Decision Reference DRN-3381010
13 Dec 2022 Barclays Bank Plc UpheldBanking and PaymentsDRN-3381010 The complaint A company, which I’ll refer to as S, complains that Barclays Bank Plc (trading as Barclaycard) treated it unfairly by refusing to reimburse two chargebacks claims that they’d processed even though S had already refunded the payments to the customers. In bringing t... (4 pages)View decision
