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 119142 results
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Decision Reference DRN-3333466
24 Feb 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3333466 The complaint Mr C is unhappy that Barclays Bank UK PLC hasn’t reimbursed him for all the funds he’s lost, after he was the victim of an investment scam. What happened Mr C began investing with company ‘T’ in February 2018. He’s explained that T lied to him and convinced him hi... (7 pages)View decision -
Decision Reference DRN-3331590
24 Feb 2022 Santander UK Plc UpheldInsuranceDRN-3331590 The complaint Ms F has complained to us that Santander UK Plc (“Santander”), trading as Alliance & Leicester, mis-sold her a regular (monthly) premium payment protection insurance (“PPI”) policy in October 2009. Ms F took out the PPI to go with a personal loan. What happene... (3 pages)View decision -
Decision Reference DRN-3286794
24 Feb 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3286794 The complaint Miss S complains that Barclays Bank UK PLC closed her loan account despite applying for a payment holiday. What happened Miss S had a loan with Barclays with a monthly payment of £371. In February 2020 the direct debit payment was returned unpaid and Miss S made a... (3 pages)View decision -
Decision Reference DRN-3329858
24 Feb 2022 Infinox Capital Limited UpheldInvestmentsDRN-3329858 The complaint Mr G complains that Infinox Capital Limited (Infinox) incorrectly recategorised his Contracts for Difference (CFD) trading retail client account as an elective professional one. He complains that he didn’t understand at the time what protections he was losing by h... (4 pages)View decision -
Decision Reference DRN-3317697
24 Feb 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3317697 The complaint Mrs C is unhappy that National Westminster Bank Plc (NatWest) hasn’t refunded her after cash wasn’t dispensed from an ATM she used. Mrs C is represented by Miss A, but I’ll refer only to Mrs C throughout, in the interest of clarity. What happened Mrs C used a cash... (3 pages)View decision -
Decision Reference DRN-3333749
24 Feb 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3333749 The complaint Mr W complained that Everyday Lending Limited trading as Everyday Loans lent to him irresponsibly and provided lending that was unaffordable. What happened Mr W took out loans with Everyday Loans as follows: Loan Date taken Amount Term Monthly repayment Loan statu... (4 pages)View decision -
Decision Reference DRN-3332271
24 Feb 2022 U K Insurance Limited UpheldInsuranceDRN-3332271 The complaint Mr O and Mrs W have complained that U K Insurance Limited (UKI) unfairly declined a claim under their home insurance policy on the basis of fraud. What happened Mr O and Mrs W applied for a mortgage. They were turned down for it because of a fraud marker, which th... (4 pages)View decision -
Decision Reference DRN-3333444
24 Feb 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3333444 The complaint Mr P complains about AXA Insurance UK Plc’s (“AXA”) delay in obtaining a police report. What happened Mr P was involved in a car accident in June 2018 which he reported to AXA. At that point Mr P didn’t have details of the third party involved in the accident so A... (5 pages)View decision -
Decision Reference DRN-2859438
24 Feb 2022 R. Raphael & Sons Limited UpheldConsumer CreditDRN-2859438 The complaint Mr C complains that R. Raphael & Sons Limited (RRS) acted irresponsibly when providing him a loan that he believed was unaffordable. What happened In September 2015, Mr C took out a loan with RRS for £4500. The loan was to be repaid over a period of 48 months ... (3 pages)View decision -
Decision Reference DRN-3330698
24 Feb 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3330698 The complaint Mr J complains that the changes Barclays Bank UK PLC (Barclays) made to its overdraft pricing structure were unfair. He says that: When Barclays moved to charge interest on a standard daily rate, customers with lower overdraft balances paid proportionally more th... (3 pages)View decision
