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 375266 results
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Decision Reference DRN-5278510
22 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5278510 The complaint Miss G complains that Marshmallow Insurance Limited unfairly cancelled her policy and repudiated her claim. She would like Marshmallow to remove the cancellation marker from her name and cover the costs of the claim which she needed to settle herself. What happ... (4 pages)View decision -
Decision Reference DRN-5277197
22 Jan 2025 National Westminster Bank Plc Not upheldConsumer CreditDRN-5277197 The complaint Mr M complains that National Westminster Bank UK plc (‘NatWest’) incorrectly told him he could cancel a payment holiday on his new unsecured personal loan and didn’t reveal their mistake until after the loan’s cooling-off period had expired. Mr M wants NatWest... (4 pages)View decision -
Decision Reference DRN-5152339
22 Jan 2025 Skipton Building Society UpheldMortgagesDRN-5152339 The complaint Ms B complains that Skipton Building Society unfairly uploaded a marker about her to the National Hunter database. What happened In October 2023 Ms B and her partner applied for a joint mortgage with Skipton. Skipton declined their application because it says ... (4 pages)View decision -
Decision Reference DRN-5124877
22 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5124877 The complaint Mr and Mrs S complain that Santander UK Plc won’t reimburse them after they lost money to an investment – that they now consider to have been a scam. What happened Mr and Mrs S have explained that they were introduced to an investment opportunity, provided by a... (7 pages)View decision -
Decision Reference DRN-5182755
22 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5182755 The complaint Mr and Mrs J complain that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs J hold a joint account with Barclays. They say that a financial advisor put them in touch with a ... (3 pages)View decision -
Decision Reference DRN-5279978
22 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5279978 The complaint Mr C is unhappy with the quality of a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited (“Moneybarn”). What happened I sent Mr C and Moneybarn my provisional findings on this complaint on 9 January 2025. A copy of that decision ... (5 pages)View decision -
Decision Reference DRN-5265349
22 Jan 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5265349 The complaint Mr and Mrs B complain that Mortgage Seeker Limited – a mortgage broker and appointed representative of Mortgage Advice Bureau Limited (MAB) recommended a mortgage that was unsuitable for them. What happened In early 2023, Mortgage Seeker gave Mr and Mrs B mortg... (8 pages)View decision -
Decision Reference DRN-4623716
22 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4623716 The complaint Mr D complains that National Westminster Bank Plc (“NatWest”) has failed to refund the £10,000 he says he lost to an investment scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr D was introduce... (3 pages)View decision -
Decision Reference DRN-5209996
22 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5209996 The complaint Ms B is unhappy that the Bank of Scotland plc trading as Halifax didn’t update her Childrens’ accounts with a new address. What happened Ms B holds a sole account with Halifax, and she is also party to her two children’s accounts. When she moved house, Ms B g... (2 pages)View decision -
Decision Reference DRN-5144000
22 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5144000 The complaint Miss R complains about the actions of HSBC UK Bank PLC when she lost money to a scam. What happened In October 2023 Miss R had been receiving messages on her phone about job opportunities. She responded to one of the messages and spoke with a merchant. After M... (3 pages)View decision
