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 367300 results
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Decision Reference DRN-5204620
18 Dec 2024 National Westminster Bank Plc UpheldMortgagesDRN-5204620 The complaint Mr W’s complaint is that he was misled by National Westminster Bank Plc that he could apply for a residential mortgage at a 75% loan-to-value ratio (LTV) and then obtain consent to let (CTL) for the property. When Mr W spoke to a mortgage adviser, he learned t... (4 pages)View decision -
Decision Reference DRN-4758164
18 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-4758164 The complaint Mr B complains about the quality of a used car he acquired using a hire purchase agreement with Black Horse Limited (‘Black Horse’). Mr B complains that the vehicle he acquired isn’t of satisfactory quality. What happened Mr B acquired a used car in April 2023... (4 pages)View decision -
Decision Reference DRN-5082509
18 Dec 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5082509 The complaint Ms G complains that Barclays Bank UK PLC hasn’t treated her fairly while she has experienced financial difficulty with her mortgage. In particular, she’s unhappy with the interest rate on the mortgage and says Barclays has failed to support her appropriately. W... (3 pages)View decision -
Decision Reference DRN-5210880
18 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5210880 The complaint Mrs K complains that Monzo Bank Ltd didn’t do more to protect her when she fell victim to a job scam. What happened The facts of this complaint are well known to both parties, so I will not repeat them again here in great detail. The facts are not in dispute so... (3 pages)View decision -
Decision Reference DRN-5176662
18 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5176662 The complaint Mrs A and Mr K have complained about Accredited Insurance (Europe) Ltd (AIE)’s decision to reject a claim they made under their home buildings insurance policy for storm damage. As Mr K is the main complainant, I will refer to him in my decision, on behalf of b... (2 pages)View decision -
Decision Reference DRN-5054854
18 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5054854 The complaint Mr H on behalf of Mr and Mrs H has complained about the way Ageas Insurance Limited recorded an incident against their home buildings insurance policy. What happened Mr H submitted an online claim to their insurer Ageas for water ingress damage to their home. A... (2 pages)View decision -
Decision Reference DRN-5152402
18 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5152402 The complaint Ms M complains that Secure Trust Bank Plc trading as Moneyway was irresponsible in its lending to her. She wants her hire purchase agreement rescinded with a deduction for fair use of the car. Ms M is represented by a third party but for ease of reference I hav... (3 pages)View decision -
Decision Reference DRN-4556483
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4556483 The complaint Mr I complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In July 2023, Mr I met someone on a dating app, who I’ll refer to as M. M said they were an online trader of cryptocurrency and gave investm... (4 pages)View decision -
Decision Reference DRN-5002175
18 Dec 2024 Danske Bank A/S UpheldMortgagesDRN-5002175 The complaint Mr S and Mrs S complain that Danske Bank A/S gave them incorrect information regarding its revisionary rate when their fixed interest rate product was nearing expiry. What happened In February 2023, Danske Bank reminded Mr S and Mrs S via letter that their curr... (4 pages)View decision -
Decision Reference DRN-5171486
18 Dec 2024 West One Secured Loans Limited Not upheldMortgagesDRN-5171486 The complaint Mr S’ complaint is about the balance of the second charge mortgage he has with West One Secured Loans Limited. He is not happy with how the mortgage has been administered and is concerned that the balance is not decreasing in line with the term of the mortgage.... (2 pages)View decision
