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 121877 results
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Decision Reference DRN-5297007
3 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5297007 The complaint Mr and Mrs R complain that Barclays Bank UK PLC has overcharged them interest on their buy to let mortgage because it failed to implement a new application and interest rate. They also complain about how Barclays has communicated with them, and that it has sent... (8 pages)View decision -
Decision Reference DRN-5304105
3 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5304105 Complaint Mrs J complains that Moneybarn No.1 Ltd (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with her. She’s said the monthly payments were unaffordable and so she shouldn’t have been lent to. Background In June 2015, Moneybarn provided Mrs ... (6 pages)View decision -
Decision Reference DRN-4987039
3 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-4987039 The complaint A company, which I’ll refer to as D, complains that PayPal UK Ltd has refused to provide it with the ability to make withdrawals from its account in Euros. Ms L, a director of D, brings the complaint on D's behalf. An employee of D has represented D in i... (2 pages)View decision -
Decision Reference DRN-5273682
3 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5273682 The complaint Ms B and Mr B have complained about Advantage Insurance Company Limited’s handling of a liability dispute during a claim made under their motor insurance policy. What happened Mr B is the policyholder of a motor insurance policy, underwritten by Advantage, und... (2 pages)View decision -
Decision Reference DRN-4788750
3 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4788750 The complaint Mr Z complains that Nationwide Building Soceity blocked his account and sent money that was paid into his acount back to source. What happened Mr Z has a current account with Nationwide. Mr Z used the account to receive and make payments for mobile phones that... (4 pages)View decision -
Decision Reference DRN-5302560
3 Feb 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5302560 The complaint Mr T has complained that MetLife Europe d.a.c. ceased his claim for income protection benefit under his employer’s group insurance policy. What happened Mr T went off work in January 2020 because of issues with his ankle. A short course of physiotherapy was rec... (4 pages)View decision -
Decision Reference DRN-5292504
3 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5292504 The complaint Mr and Mrs C have complained about the decision AXA Insurance UK Plc came to on liability under their motor policy following damage to their car in an accident. What happened Mrs C a named driver on the policy was driving the car behind an HGV truck on 21 Febr... (9 pages)View decision -
Decision Reference DRN-5245218
3 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5245218 The complaint Mrs G and Mr G have complained about the way Admiral Insurance (Gibraltar) Limited dealt with a claim Mrs G made under her car insurance policy. Mr G is a named driver under Mrs G’s policy. What happened Mrs G was involved in a car accident caused by a third pa... (4 pages)View decision -
Decision Reference DRN-5246419
3 Feb 2025 National Westminster Bank Plc UpheldMortgagesDRN-5246419 The complaint Mr D complains about what happened when he tried to redeem his mortgage with National Westminster Bank Plc. He said NatWest repeatedly failed to supply a redemption statement, and then kept over £3,000 of his money for some months. What happened Mr D told us th... (4 pages)View decision -
Decision Reference DRN-4937226
3 Feb 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-4937226 The complaint Mrs G complains Northern Bank Limited trading as Danske Bank didn’t do enough to protect her when she fell victim to an impersonation scam. What happened Mrs G has an account with Danske Bank. Mrs G says she received a message on a well-known messaging app from... (2 pages)View decision
