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 364862 results
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Decision Reference DRN-4777809
7 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4777809 The complaint Mr O complains that Santander UK Plc blocked and then closed his account without notice and without proper reason. As a result, he was put to significant inconvenience, suffered distress, and incurred financial loss. He wants Santander to reinstate his account and... (2 pages)View decision -
Decision Reference DRN-4770267
7 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4770267 The complaint Mr S complains that National Westminster Bank Plc did not open his Individual Savings Account (ISA) that he applied for, and they provided him with poor customer service. What happened Mr S applied for a two year fixed rate ISA with NatWest on their website on 8 A... (4 pages)View decision -
Decision Reference DRN-4673580
7 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4673580 The complaint Mr R complains about the service he received from Lloyds Bank PLC (“Lloyds”) in particular it repeatedly blocked payments for fraud checks despite previously making payments to the same payee for large amounts with no issue. What happened Mr R holds an account wit... (3 pages)View decision -
Decision Reference DRN-4683182
7 May 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4683182 The complaint Mr B’s complaint is about Barclays Bank UK PLC, without warning, reducing the reserve limit on the current account linked to his mortgage following the death of his wife. Mr B is not happy this happened to him, at what was already a stressful time, and believes th... (3 pages)View decision -
Decision Reference DRN-4782691
7 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4782691 The complaint Mrs K complains about the service she received from Bank of Scotland plc trading as Halifax (“Halifax”) when it applied a block to her account following an attempt by her to purchase a car. Mrs K believes that the actions Halifax took were unreasonable and that th... (3 pages)View decision -
Decision Reference DRN-4537998
7 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4537998 The complaint Mr B’s complaint is that, when he paid off his mortgage to Barclays Bank UK PLC in 2019, Barclays didn’t remove the charge from the property title at the Land Registry. This caused delay when Mr B wanted to take out a new mortgage. To settle the complaint, Mr B wa... (3 pages)View decision -
Decision Reference DRN-4570962
7 May 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4570962 The complaint Mrs I complains that Startline Motor Finance Limited was irresponsible when it granted her credit for the purchase of a car. What happened Mrs I purchased a car through a dealer and Startline financed the credit for the purchase of the car. The finance agreement w... (3 pages)View decision -
Decision Reference DRN-4596143
7 May 2024 TSB Bank plc Not upheldMortgagesDRN-4596143 The complaint Mr O has complained that TSB Bank plc didn’t reduce his monthly mortgage payments by as much as he was expecting when he made an overpayment on his mortgage account. What happened Mr O made an overpayment of £1007.84 on his TSB Bank plc (TSB) mortgage on 13 July 2... (2 pages)View decision -
Decision Reference DRN-4781475
7 May 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4781475 The complaint Mr P complains that Metro Bank PLC trading as RateSetter (RS) lent to him irresponsibly. What happened Mr P took out two loans from RS as shown: Date Amount/Purpose Fee Payments Notes September 2016 £5,000 – debt consolidation £85.50 £147.99/ 36 months Repaid Nove... (6 pages)View decision -
Decision Reference DRN-4782513
7 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4782513 The complaint Ms M complains that Revolut Ltd (“Revolut”) won’t refund over £4,000 she lost to an employment scam in March 2023. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Ms M fell vict... (3 pages)View decision
