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 370149 results
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Decision Reference DRN-4962647
21 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4962647 The complaint Mr E complains that Lloyds Bank plc (‘Lloyds’) declined two credit card transactions and blocked his account each time for suspected fraud. Mr E would like Lloyds to apologise to him and increase the compensation they have offered. What happened On 8 and 16 J... (6 pages)View decision -
Decision Reference DRN-4910287
21 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4910287 The complaint Ms P has complained that an account switch has not been processed by Nationwide Building Society (“Nationwide”). What happened Ms P attempted to complete a partial account switch, with the aim of moving over Direct Debits from her account with another provider... (3 pages)View decision -
Decision Reference DRN-4667520
21 Aug 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4667520 The complaint Miss M complains about the quality of a used car she acquired through a Conditional Sale Agreement with Santander Consumer (UK) Plc. What happened In mid May 2023 Miss M entered into a Conditional Sale Agreement with Santander and acquired a used car from a dea... (4 pages)View decision -
Decision Reference DRN-4711454
21 Aug 2024 Santander UK Plc Not upheldMortgagesDRN-4711454 The complaint Mr and Mrs R complain that Santander UK Plc treated them unfairly after the term of their interest only mortgage expired. What happened Mr and Mrs R took out a mortgage with Santander in 2009. The mortgage was on an interest only basis with an 11-year term. The... (5 pages)View decision -
Decision Reference DRN-4978150
21 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4978150 The complaint Ms L complains that Monzo Bank Ltd won’t refund £2,865 she lost in a bank impersonation scam in December 2023. What happened The background of this complaint is well known to both parties, so I won’t repeat everything again here. In brief, Ms L says she recei... (2 pages)View decision -
Decision Reference DRN-4768624
21 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4768624 The complaint Mr P is unhappy with how National Westminster Bank Plc (NatWest) dealt with his Subject Access Request. He says the response was late and didn’t contain all the requested information. Mr P wants compensation for the trouble and upset this caused him. What happ... (3 pages)View decision -
Decision Reference DRN-4950247
21 Aug 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4950247 The complaint Mr and Mrs D – in their capacity as Directors of a limited company (which I’ll call E Ltd) complain about the service received from Metro Bank PLC. For ease of reading, I’ll refer to Mr D and E Ltd throughout this decision as Mr D is the primary contact. What... (3 pages)View decision -
Decision Reference DRN-4935719
21 Aug 2024 Match Me Car Finance LTD UpheldConsumer CreditDRN-4935719 The complaint Mr J complains that he was promised finance, brokered for him by Match Me Car Finance LTD, trading as Match Me Car Finance (“MMCF”), was pre-approved, but that he was later told it had been declined. What happened Mr J contacted MMCF in November 2023 as he want... (2 pages)View decision -
Decision Reference DRN-4819518
21 Aug 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4819518 The complaint Mr M complains that Creation Financial Services Limited trading as Creation decreased the credit limit on his credit card. And he complains that Creation failed to give him adequate notice of that change causing him concerns when he was notified his spending wa... (3 pages)View decision -
Decision Reference DRN-4760243
21 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4760243 The complaint Mr R is unhappy with Nationwide Building Society’s handling of his direct debit claims. Mr R said during telephone calls Nationwide were rude to him and discriminated against him. What happened Mr R made claims through Nationwide under the direct debit indemni... (3 pages)View decision
