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 121876 results
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Decision Reference DRN-3367943
27 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3367943 The complaint Miss M is unhappy that Monzo Bank Ltd won’t refund her money that she lost as a result of a fraud. What happened In late 2020, Miss M received an unexpected automated call claiming to be from her communications provider. The message informed Miss M that her intern... (4 pages)View decision -
Decision Reference DRN-3615288
27 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3615288 The complaint Mr J complains that National Westminster Bank Plc restricted then closed his account with little notice. He said NatWest referred to the wrong terms, and he said none of the reasons in his terms and conditions that might allow NatWest to do this, applied in his ca... (3 pages)View decision -
Decision Reference DRN-3560430
27 Jul 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3560430 The complaint Mr N complains that Nationwide Building Society blocked a payment and restricted access to his account. What happened Mr N had an account with Nationwide. In March 2021, Mr N tried to make a payment for £2,060.00. He says he’d arranged to pay money to a relative o... (3 pages)View decision -
Decision Reference DRN-3616622
27 Jul 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3616622 The complaint Mr A and Ms G have complained about poor customer service from Barclays Bank UK PLC in relation to their mortgage applications. To settle the complaint they are asking Barclays to compensate them for expenses incurred as a result of losing their new investment pro... (5 pages)View decision -
Decision Reference DRN-3585299
27 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3585299 The complaint Ms C complains that NewDay Ltd lent to her irresponsibly. What happened In August 2015 Ms C opened a store card account with NewDay. She had an account limit of £1,000 which was increased to £1,300 in February 2016. Ms C says that NewDay shouldn’t have lent to her... (3 pages)View decision -
Decision Reference DRN-3604241
27 Jul 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3604241 The complaint Mrs H complains that Chetwood Financial Limited trading as BetterBorrow (BetterBorrow) irresponsibly lent her money on a high cost loan which she couldn’t afford to repay. What happened BetterBorrow provided Mrs H with a loan of £4,500 on 28 September 2021 repayab... (3 pages)View decision -
Decision Reference DRN-3616167
27 Jul 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3616167 The complaint Mrs B complains about the quality of a sofa she acquired under a fixed sum loan agreement (“agreement”) with Creation Consumer Finance Ltd (“Creation”). Mrs B is represented in her complaint by a third party. But for ease I will simply refer to anything said and s... (3 pages)View decision -
Decision Reference DRN-3245946
27 Jul 2022 Argentis Financial Management Ltd UpheldPensions and AnnuitiesDRN-3245946 The complaint Mrs T complains about the advice given by Argentis Financial Management Ltd (‘Argentis’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her a... (7 pages)View decision -
Decision Reference DRN-3493830
27 Jul 2022 Nationwide Building Society UpheldMortgagesDRN-3493830 The complaint This complaint is about an outstanding debt Mr and Mrs R were informed of following the redemption of their mortgage with Nationwide Building Society (“Nationwide”). What happened On 19 June 2020, Mr and Mrs R, through a solicitor, paid off the redemption amount o... (3 pages)View decision -
Decision Reference DRN-3616282
27 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3616282 The complaint Ms M complains that British Gas Insurance Limited (British Gas) unfairly declined a claim on her home emergency insurance policy. There are several parties and representatives of British Gas involved throughout the complaint but for the purposes of this complaint ... (3 pages)View decision
