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-5137087
27 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5137087 The complaint Mrs M is unhappy that Nationwide Building Society won’t honour a £200 current account switching incentive she feels that she should be considered as having qualified to receive. Mrs M is assisted in this complaint by her son. However, for ease of reference I’ll... (2 pages)View decision -
Decision Reference DRN-5135079
27 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5135079 The complaint Mr K complains about the service he received from Barclays Bank UK PLC (“Barclays”) when he wished to partially switch regular payments he made from another account provider to his account with Barclays. Mr K wants to be compensated for the distress and inconve... (3 pages)View decision -
Decision Reference DRN-4896710
27 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4896710 The complaint Miss C is unhappy that Revolut Ltd won’t refund money she lost as a result of a scam. What happened Miss C was the victim of an investment recovery scam. In summary, she’s explained that after realising she’d fallen victim to an investment scam, she sought help... (3 pages)View decision -
Decision Reference DRN-4339597
27 Nov 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4339597 The complaint Mr M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (18 pages)View decision -
Decision Reference DRN-4959948
27 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-4959948 The complaint Mr C complains that his commercial motor insurer U K Insurance Limited trading as NIG (‘UKI’) registered a claim against him on the Claims and Underwriting Exchange (CUE) when he hadn’t in fact claimed under his policy. He says this impacted his new premium and... (3 pages)View decision -
Decision Reference DRN-5132078
27 Nov 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5132078 The complaint Mrs K, on behalf of X, complains about the service received from Kroo Bank Ltd (“Kroo”) when it placed an outbound payment from X’s account under review and following this applied restrictions to his account. Mrs K says Kroo has failed say what is needed to hav... (4 pages)View decision -
Decision Reference DRN-4709507
27 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4709507 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc rejected payments that it made towards its overdraft balance, unreasonably issued final demand letters, and referred M’s debt to a debt collection company. This complaint was initially ... (4 pages)View decision -
Decision Reference DRN-5173017
27 Nov 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5173017 The complaint Mr A complains that Assurant General Insurance Limited unfairly declined a claim under his mobile phone insurance policy. Where I refer to Assurant, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened T... (3 pages)View decision -
Decision Reference DRN-4988729
27 Nov 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4988729 The complaint Miss B and Mr J’s complaint is about their mortgage with Kensington Mortgage Company Limited. Mr J, who has dealt with the complaint throughout, says that he arranged a product switch with Kensington for a two-year fixed rate on an interest-only basis. However... (4 pages)View decision -
Decision Reference DRN-4842467
27 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4842467 The complaint Miss M complains that TSB Bank plc trading as TSB Bank didn’t properly pursue her chargeback request. What happened In August 2023 Miss M booked flights with an online travel agent (“the Merchant”) for herself and her children. This cost £4,127.76 and she paid ... (2 pages)View decision
