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 371633 results
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Decision Reference DRN-4888999
6 Sep 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4888999 The complaint Mr D complains that Shop Direct Finance Company Limited trading as very irresponsibly increased his credit limit on his running account credit agreement. Mr D says he couldn’t afford the increases. What happened Shop Direct granted Mr D a running account credi... (3 pages)View decision -
Decision Reference DRN-5005052
6 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5005052 The complaint Ms D complains Lloyds Bank Plc did not refund a transaction from her current account that took her into an unauthorised overdraft. What happened Ms D complained to Lloyds about a transaction for £1,519.93 to an online retailer, I’ll call A. Ms D was particular... (3 pages)View decision -
Decision Reference DRN-5004687
6 Sep 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-5004687 The complaint Mr B is unhappy with how RCI Financial Services Limited (RCI) have administered his hire purchase agreement after it was refinanced in March 2022. He feels they have caused him to miss payments and have negatively affected his credit score. What happened Mr B c... (4 pages)View decision -
Decision Reference DRN-4679978
6 Sep 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4679978 The complaint Mr M complains that Bank of Scotland plc (“BoS”) didn’t give him a new fixed interest rate product on his mortgage. What happened Mr M has had a mortgage with BoS since February 2008. Mr M’s mortgage is part repayment, part interest only. The majority of the mo... (3 pages)View decision -
Decision Reference DRN-4948866
6 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4948866 The complaint A charity which I’ll call U complains that National Westminster Bank Plc (‘NatWest’) blocked several transactions from their account. The complaint is brought on U’s behalf by one of its trustee’s, Mr M. What happened U held a current account with NatWest. M... (3 pages)View decision -
Decision Reference DRN-4840952
6 Sep 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4840952 The complaint Mr B complains about the way Domestic & General Insurance Plc (“D&G”) dealt with a claim on his household warranty. What happened Mr B took out a policy with D&G that provided cover for his oven in the event of breakdown and accidental damage. When ... (3 pages)View decision -
Decision Reference DRN-5004728
6 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5004728 The complaint Mrs J complains about Accredited Insurance (Europe) Ltd’s handling of her claim under her home insurance policy. Accredited are the insurers of Mrs J’s policy. Part of this complaint concerns the actions of an agent. As Accredited have accepted they are accoun... (7 pages)View decision -
Decision Reference DRN-4583141
6 Sep 2024 Santander UK Plc Not upheldMortgagesDRN-4583141 The complaint Mr and Mrs B have complained that their mortgage they hold with Santander UK Plc moved to a reversionary rate from 2 August 2023 as they say they were told it would remain on a fixed rate until the end of the mortgage term. What happened Mr and Mrs B took out t... (4 pages)View decision -
Decision Reference DRN-4968834
6 Sep 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4968834 The complaint Mr M complains that Metro Bank PLC decided to close his bank account and his bank card didn’t work properly. Mr M is also unhappy that Metro stopped him using the account switching service which led to him missing out on a cash bonus. Mr M wants compensation f... (4 pages)View decision -
Decision Reference DRN-5004724
6 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5004724 The complaint Ms C complains about the way Santander UK Plc (Santander) handled a block it placed on her account and about other administrative issues with her accounts. What happened Ms C held a current and savings account with Santander. In March 2023 Ms C completed a ho... (5 pages)View decision
