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 360264 results
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Decision Reference DRN-4745997
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4745997 The complaint Mrs T complains about a holiday product that she and her husband bought in 2019. Mrs T says that, because she paid using her credit card, she could bring a claim against National Westminster Bank Plc under section 75(1) of the Consumer Credit Act 1974. Mrs T has b... (4 pages)View decision -
Decision Reference DRN-4690420
22 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4690420 The complaint Ms D has complained that esure Insurance Limited (‘esure’) declined a claim for water damage to her property under a home insurance policy. What happened Ms D became aware of a leak at her home in August 2023 when water started coming through the hallway lights. S... (4 pages)View decision -
Decision Reference DRN-4716897
22 Apr 2024 esure Insurance Limited Not upheldInsuranceDRN-4716897 The complaint Ms K complains about esure Insurance Limited (“EIL”) and their decision to decline the claim she made on her home insurance policy. Ms K also complains about the delays she feel she experienced during the claim process. What happened The claim and complaint circum... (3 pages)View decision -
Decision Reference DRN-4630401
22 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4630401 The complaint Mr B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr B was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS. ... (2 pages)View decision -
Decision Reference DRN-4742717
22 Apr 2024 Mortgage and Financial Consultancy Limited UpheldMortgagesDRN-4742717 The complaint Ms D complains that she paid Mortgage and Financial Consultancy Limited (“MFCL”) a fee of £995 for advice, but she says when her plans changed and she realised she wouldn’t need a mortgage after all, MFCL refused to return her payment. What happened Ms D said in M... (6 pages)View decision -
Decision Reference DRN-4718457
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4718457 The complaint Mr C has complained Santander UK plc only credited his account with £970 despite him crediting £1,470 to his account. What happened After receiving considerable gifts for a birthday, Mr C went into a Santander branch to deposit £1,470. He was advised to use one of... (2 pages)View decision -
Decision Reference DRN-4557396
22 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4557396 The complaint Mr C complains that Lloyds Bank PLC updated his details following a credit card application made by his employer. Mr C’s personal mobile number was updated to his work mobile number, and he received texts to his work mobile phone regarding his personal account. Wh... (2 pages)View decision -
Decision Reference DRN-4642712
22 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4642712 The complaint Mrs S has complained Barclays Bank UK PLC won’t refund money withdrawn from her account without her authority. What happened Mr S was appointed as Mrs S’s deputy by the Court of Protection in 2022. On appointment he received details of Mrs S’s bank account that sh... (2 pages)View decision -
Decision Reference DRN-4756742
22 Apr 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4756742 The complaint Miss R complains that Metro Bank PLC trading as RateSetter (“Ratesetter”) irresponsibly gave her a fixed sum loan she couldn’t afford to repay. What happened In August 2022, Miss R applied for a fixed sum loan with RateSetter. She was given a loan for £7,000. The... (2 pages)View decision -
Decision Reference DRN-4751920
22 Apr 2024 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-4751920 The complaint S, a limited company, complains that Advanced Payment Solutions (trading as Cashplus) unfairly restricted their accounts, and withheld the remaining balance from them. They’d like the account reinstated and the funds returned to them. What happened S held an accou... (2 pages)View decision
