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 365360 results
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Decision Reference DRN-4603805
10 May 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4603805 The complaint Miss C is unhappy that she didn’t receive the benefit of an advertised promotion when using her American Express Services Europe Limited card in listed merchants. What happened Miss C says she wasn’t able to take advantage of American Express’ Shop Small promotion... (2 pages)View decision -
Decision Reference DRN-4664250
10 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4664250 The complaint Mr G complains that a hard credit search was left on his credit file following a request to increase the credit limit on his credit card he has with Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”). Mr G also complains that Barclaycard didn’t give him r... (3 pages)View decision -
Decision Reference DRN-4579161
10 May 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4579161 The complaint Mr D complains that National Westminster Bank Plc (“NatWest”) isn’t able to explain how they’ve applied interest to a personal loan he held with them. Mr D is also unhappy that NatWest applied interest on overpayments he made. What happened Mr D held a personal lo... (4 pages)View decision -
Decision Reference DRN-4710639
10 May 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4710639 The complaint Mr and Mrs F complain that First Holiday Finance Ltd (‘FHF’) is liable to pay them compensation following a complaint made about timeshares bought using credit provided by FHF. What happened In March 2011 Mr and Mrs F went on a promotional holiday provided by a ti... (8 pages)View decision -
Decision Reference DRN-4728556
10 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4728556 The complaint Mr and Mrs B are unhappy Lloyds Bank General Insurance Limited hasn’t agreed to cover a claim on the occupiers and public liability section of their home insurance policy. Although the policy is in joint names as submissions have been made by Mr B, for ease I’ll r... (3 pages)View decision -
Decision Reference DRN-4734340
10 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4734340 The complaint Mr O is unhappy that Starling Bank Limited didn’t reimburse him after he told it he’d fallen victim to fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here, but in summary I understand it to b... (3 pages)View decision -
Decision Reference DRN-4718677
10 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4718677 The complaint Mrs K is unhappy with the amount of time it took Santander UK Plc to refund her after she fell victim to a scam and lost money by way of a credit card payment. What happened The background to this complaint is well-known to both parties, and so the below represent... (3 pages)View decision -
Decision Reference DRN-4728550
10 May 2024 U K Insurance Limited UpheldInsuranceDRN-4728550 The complaint Mr and Mrs B are unhappy U K Insurance Limited hasn’t agreed to fully cover a claim on the occupiers and personal liability section of their home insurance policy. Although the policy is in joint names as submissions have been made by Mr B, for ease I’ll refer to ... (5 pages)View decision -
Decision Reference DRN-4622847
10 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4622847 The complaint Mr B complains that he didn't receive cashback payments in respect of his broadband provider on his current account with Santander UK Plc. What happened Mr B has a current account with Santander, which gives cashback on certain direct debit outgoings, includi... (2 pages)View decision -
Decision Reference DRN-4534360
10 May 2024 Nationwide Building Society Not upheldMortgagesDRN-4534360 The complaint Mr D has complained about the interest rate on his mortgage he holds with Nationwide Building Society. He says he received a decision in principle at a rate of 1.59% but, due to when his application was submitted, Nationwide said his rate would instead be 1.94%. W... (6 pages)View decision
