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 364862 results
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Decision Reference DRN-4977060
7 Oct 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4977060 The complaint Mr H is complaining about National Westminster Bank Plc because he says it agreed to allow him to miss payments on his loans and extend the term accordingly. Instead, it wants him to repay the arrears alongside his normal loan repayments. What happened Mr H has... (3 pages)View decision -
Decision Reference DRN-5051727
7 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5051727 The complaint Mr R has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance (“Mitsubishi”)’s response to a claim he made under Section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to allegations of an unfair rel... (8 pages)View decision -
Decision Reference DRN-5064422
7 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5064422 The complaint Mr K complains about AXA Insurance UK Plc’s handling and settlement of his home insurance claim. What happened The background to this complaint is complex and is well known to both parties, so I’ll provide only a brief summary here. I’ll concentrate on the issu... (7 pages)View decision -
Decision Reference DRN-4784920
7 Oct 2024 National Westminster Bank Plc UpheldMortgagesDRN-4784920 The complaint This complaint is about a capital repayment mortgage Ms G holds with National Westminster Bank Plc (NatWest). Ms G complains that NatWest misled her into thinking that when it switched her to a new five-year interest rate product, it was at the same time extend... (3 pages)View decision -
Decision Reference DRN-5027519
7 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5027519The complaint Miss C complains that HSBC UK Bank Plc trading as First Direct reported missed payments on her credit file. What happened In January 2023 Miss C opened a current account with HSBC. In July 2023 HSBC received a request from another bank regarding Miss C switching he... (3 pages)View decision -
Decision Reference DRN-4779009
7 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4779009 The complaint Mr H complains Lloyds Bank PLC gave incorrect advice when he asked about how to stop a transaction on his debit card. What happened In September 2023, Mr H hired a car while travelling abroad, paying with his Lloyds debit card. At the end of his trip, Mr H was... (3 pages)View decision -
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
