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 367928 results
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Decision Reference DRN-5130700
6 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5130700 The complaint Mr S complains Santander UK Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr S has accounts with Santander along with a debit card and a credit card. Mr S says he was looking for flights online when he saw an advert for a trav... (3 pages)View decision -
Decision Reference DRN-5130614
6 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5130614 The complaint Mr K complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a scam. What happened Mr K has an account with Monzo that he opened in the course of this scam, at the scammer’s suggestion. He also has a current account with a business who I... (3 pages)View decision -
Decision Reference DRN-5130670
6 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5130670 The complaint Mr K complains National Westminster Bank Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr K has a current account with NatWest that he’s had for twenty years. Mr K says he received a message in September 2022 on a well-known a... (4 pages)View decision -
Decision Reference DRN-5108970
6 Nov 2024 Tandem Home Loans Ltd UpheldMortgagesDRN-5108970 The complaint Ms P complains that Tandem Home Loans Ltd (Tandem) didn’t provide her with the financial support or help she requested when she advised it that she might struggle to pay her contractual monthly payments (CMP) while the sale of her property was progressing. She ... (5 pages)View decision -
Decision Reference DRN-4594073
6 Nov 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4594073 The complaint Ms C complains about the quality of a van supplied on a conditional sale agreement by Moneybarn No.1 Limited (‘Moneybarn’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects... (4 pages)View decision -
Decision Reference DRN-5092428
6 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5092428 The complaint Miss C complains that Vanquis Bank Limited lent to her irresponsibly. What happened Miss C applied for a credit card with Vanquis in March 2023. Vanquis approved the application and gave Miss C a credit card with a limit of £1000. Miss C complained that Vanquis... (2 pages)View decision -
Decision Reference DRN-4673207
6 Nov 2024 Project Solar UK Ltd Not upheldConsumer CreditDRN-4673207 The complaint Mr M has complained that Project Solar UK Ltd misled him about the financial benefits he could expect from a solar panel system it sold to him. Mr M has been represented in bringing his complaint but, to keep things simple, I’ll refer to Mr M throughout. What h... (6 pages)View decision -
Decision Reference DRN-5116602
6 Nov 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5116602 The complaint O, a business, complains that The National Farmers' Union Mutual Insurance Society Limited (“NFU”) caused delays and financial distress when it incorrectly declined a claim under their Farm Select Insurance policy. Where I refer to NFU, this includes the ... (5 pages)View decision -
Decision Reference DRN-4996856
6 Nov 2024 Specialist Lending Limited Not upheldConsumer CreditDRN-4996856 The complaint Miss I complains that the double-glazing she paid for using a fixed sum loan provided by Specialist Lending Limited trading as Duologi hasn’t been of satisfactory quality. She wants to be refunded the cost of the double-glazing. What happened Miss I engaged a w... (3 pages)View decision -
Decision Reference DRN-4710952
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4710952 The complaint Mr B is unhappy that Aviva Life & Pensions UK Ltd refuses to accept his death benefit potential beneficiary nominations under the policy he has with Aviva. What happened The key facts and exchanges between the parties are well known, and not in dispute, an... (5 pages)View decision
