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-3468583
10 May 2022 Santander UK Plc UpheldMortgagesDRN-3468583 The complaint Mr and Mrs R complain that Santander UK Plc unfairly declined their application to transfer or port their mortgage to another property. As a result, they incurred an early repayment charge (ERC). What happened In 2017, Mr and Mrs R took out a fixed rate mortgage w... (5 pages)View decision -
Decision Reference DRN-3455055
10 May 2022 Contis Financial Services Limited UpheldBanking and PaymentsDRN-3455055 The complaint Your text here What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr T lives in another country and had a current account with Engage that came with online banking and a debit card. Mr T has e... (3 pages)View decision -
Decision Reference DRN-3446679
10 May 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3446679 The complaint D, a sole trader, complains that National Westminster Bank Plc hasn’t provided a free clients’ account for the business as it said it would. What happened D is a long-standing customer of NatWest. D is unhappy that NatWest hasn’t kept to an agreement not to apply ... (4 pages)View decision -
Decision Reference DRN-3471546
10 May 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3471546 The complaint Miss L complains about the customer service TSB Bank plc provided when she wanted to close some of her savings accounts and set up a standing order. What happened Miss L contacted TSB by phone in July 2021. She said she was trying to set up a standing order from h... (3 pages)View decision -
Decision Reference DRN-3452391
10 May 2022 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3452391 The complaint Mr W complains that London & Colonial Services Limited (London & Colonial) caused delays to the transfer of his self invested personal pension (SIPP) to a new provider. He says these delays caused him a financial loss as well as the opportunity to invest ... (5 pages)View decision -
Decision Reference DRN-3430836
10 May 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3430836 The complaint E, a limited company, complains that Barclays Bank UK PLC didn’t deal fairly with a chargeback request leading to financial loss. What happened E explains it purchased cladding from a merchant to use in a building project for a client. It says that there were issu... (2 pages)View decision -
Decision Reference DRN-3372605
10 May 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3372605 The complaint Mr W complains about PayPal (Europe) Sarl et Cie SCA and their decision to decline the claim he made under their Buyer Protection Policy (BPP). What happened On 22 September 2021, Mr W purchased three games from an online retailer, who I’ll refer to as “C”. This p... (3 pages)View decision -
Decision Reference DRN-3197550
10 May 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3197550 The complaint Ms C has complained that Red Sands Insurance Company (Europe) Limited (‘Red Sands’) avoided her home insurance policy and refused to pay her claim. What happened Ms C took out a home insurance policy with Red Sands. About three months later, Ms C contacted Red San... (3 pages)View decision -
Decision Reference DRN-3370161
10 May 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3370161 The complaint Mr B has complained Startline Motor Finance Limited (Startline) didn’t treat him fairly when he asked for help. What happened Mr B acquired a car under a hire purchase agreement with Startline in 2017. The car cost around £16,500 and was due to be paid back over f... (5 pages)View decision -
Decision Reference DRN-3469121
10 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3469121 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr S took out an Aqua credit card in November 2018. It initially had a credit limit of £1,200. Mr S thinks the initial limit was fair but then the credit limit wa... (3 pages)View decision
