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 363925 results
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Decision Reference DRN-5181964
2 Dec 2024 National Westminster Bank Plc UpheldMortgagesDRN-5181964 The complaint Mr V complains about how National Westminster Bank Plc dealt with payment arrangements on his mortgage and the information it recorded on his credit file. What happened In July 2023 more than £20,000 was added to Mr V’s NatWest mortgage, for unpaid ground rent ... (3 pages)View decision -
Decision Reference DRN-4885300
2 Dec 2024 Openwork Limited UpheldMortgagesDRN-4885300 The complaint Miss D has complained about the level of service she received from an appointed representative of Openwork Limited trading as The Openwork Partnership when she arranged a mortgage. Any reference to Openwork in this decision should be taken to mean the individua... (5 pages)View decision -
Decision Reference DRN-4849162
2 Dec 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4849162 The complaint Mr S complains J.P. Morgan Europe Limited trading as Chase hasn’t refunded him all the money he lost to an investment scam. What happened In July 2023, Mr S found an investment opportunity on social media and after enquiring with the company he was persuaded to... (2 pages)View decision -
Decision Reference DRN-5137654
2 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5137654 The complaint Mrs S’ complaint is about a claim she made on her U K Insurance Limited (‘UKI’) pet insurance policy. Mrs S is unhappy with how UKI handled her claim and the sum they paid her in respect of it. What happened Mrs S had a pet insurance policy with UKI. She made a... (3 pages)View decision -
Decision Reference DRN-5094147
2 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5094147 The complaint Mr J complains The Co-operative Bank Plc (Co-op) moved funds to ‘unclaimed assets’ without his consent, provided poor customer service and took too long to refund him after issuing its final response. What happened The circumstances that led to the complaint a... (3 pages)View decision -
Decision Reference DRN-5093636
2 Dec 2024 WDP Insurance Limited Not upheldInsuranceDRN-5093636 The complaint Mrs M’s complaint is about the handling of a claim made under her mobile phone insurance policy with WDP Insurance Limited. What happened In July 2023, Ms M damaged her phone while on holiday abroad. Ms M submitted an online claim to WDP under her policy. She p... (4 pages)View decision -
Decision Reference DRN-5182073
2 Dec 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5182073 The complaint Mr M complains that Kroo Bank Ltd (“Kroo”) failed to refund a transaction he didn’t recognise. What happened Mr M explained that on 2 December 2023 his phone was stolen from him whilst he was using it. The thief ran off. Mr M reported the loss of his phone to h... (5 pages)View decision -
Decision Reference DRN-5107541
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5107541 The complaint X complains that Metro Bank PLC closed his account and registered a CIFAS marker against his name, as a result of which he is unable to open a new account. CIFAS is the UK’s main prevention service. What happened X had an account with CIFAS. On 8 January 2024 s... (2 pages)View decision -
Decision Reference DRN-4829771
2 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4829771 The complaint Mrs H complains that Lloyds Bank PLC rejected her claim under s.75 Consumer Credit Act 1975 (“s.75”) in respect of faulty goods. What happened In 2022 Mrs H bought goods online which turned out to be faulty. I believe they were replaced twice, but none of them ... (2 pages)View decision -
Decision Reference DRN-5182956
2 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5182956 The complaint Miss H’s complaint is against Barclays Bank UK PLC and can be summarised as follows. There was a delay by Barclays in replying to her Data Subject Access Request (DSAR) during the course of a separate complaint she’d raised both with Barclays and with the Fi... (8 pages)View decision
