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 364766 results
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Decision Reference DRN-4979903
7 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4979903 The complaint Mr B has complained that National Westminster Bank Plc failed to provide him with adequate support when he started to gamble with his credit card in a harmful and compulsive way. Background Mr B applied for a credit card with NatWest in July 2023. His applicati... (3 pages)View decision -
Decision Reference DRN-4915314
7 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4915314 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) rejected his claim for the theft of his car under his motor insurance policy. When I mention Admiral I also means its suppliers and experts. What happened Mr H had a motor insurance policy wi... (3 pages)View decision -
Decision Reference DRN-5034283
7 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5034283 The complaint Mr L complains that Monzo Bank Ltd didn’t provide the service it should have in regard to a payment he made and then cancelled. What happened Mr L made a payment for a hotel booking. The money left his account and so it looked like the payment had been made but... (2 pages)View decision -
Decision Reference DRN-5026997
7 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5026997 The complaint This complaint is about a mortgage Mr P holds with Bank of Scotland plc trading as Birmingham Midshires (BM). The gist of the complaint is that Mr P believes BM unduly delayed a decision on his request to split the title of his mortgaged property to allow him t... (4 pages)View decision -
Decision Reference DRN-4734761
7 Oct 2024 Billing Finance Limited Not upheldConsumer CreditDRN-4734761 The complaint Mrs H complains about the quality of a used car that was supplied through a hire purchase agreement with Billing Finance Limited (BFL). What happened Around August 2023, Mrs H took a hire purchase agreement with BFL to acquire a used car. The total price of the... (4 pages)View decision -
Decision Reference DRN-5030487
7 Oct 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5030487 The complaint Mr R feels that PayPal UK Ltd processed a payment from his account without his consent. What happened In May 2023, Mr R made a payment for car insurance via his PayPal account. One year later, when the car insurance policy expired, PayPal paid an auto-renewal p... (2 pages)View decision -
Decision Reference DRN-4819121
7 Oct 2024 Nationwide Building Society UpheldMortgagesDRN-4819121 The complaint Miss W’s complaint is about her mortgage account with Nationwide Building Society. The complaint is that when Miss W asked for a six-month interest-only concession under the Mortgage Charter when she had one month left on her 0.87% interest rate product, Natio... (5 pages)View decision -
Decision Reference DRN-5062929
7 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5062929 The complaint Mr K complains that Bank of Scotland plc, trading as Halifax, mis-sold him a mortgage. He says it lent to him irresponsibly and gave him a residential mortgage instead of a buy-to-let mortgage as he should have had. He also complains about the additional intere... (3 pages)View decision -
Decision Reference DRN-5062656
7 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5062656 The complaint Mrs N has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job-based impersonation scam. What happened I issued my provisional decision (PD) on this complaint in September 2024. An extract of my PD can be found belo... (4 pages)View decision -
Decision Reference DRN-5061829
7 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5061829 The complaint Mr B complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr B is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr B himself. What happe... (4 pages)View decision
