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 370904 results
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Decision Reference DRN-4837389
3 Jul 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4837389 The complaint Mr G complains that National Westminster Bank Plc (NatWest) is holding him responsible for the debt on a loan he says he didn’t apply for. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, ... (3 pages)View decision -
Decision Reference DRN-4767034
3 Jul 2024 First Complete Ltd UpheldMortgagesDRN-4767034 The complaint Mr and Mrs B complain about the misinformation they got from First Complete Ltd trading as PRIMIS Mortgage Network about the amount they owed on their mortgage. They say this left them with a deficit ahead of their completion and they had to use their own savings ... (3 pages)View decision -
Decision Reference DRN-4740380
3 Jul 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4740380 The Complaint Mr L and Miss O are unhappy with the decision made by AA Underwriting Insurance Company Limited (AA) following a claim for accidental damage to their swimming pool. Mr L and Miss O are both parties to this complaint. Mr L has primarily dealt with this service. For... (3 pages)View decision -
Decision Reference DRN-4749966
3 Jul 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4749966 The complaint Mr S is unhappy with how American Express Services Europe Limited (AESEL) handled his request to raise a dispute on his credit card account. What happened In December 2023, Mr S made a purchase totalling £1,499. This was for goods he says were due to be delivered ... (3 pages)View decision -
Decision Reference DRN-4686066
3 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4686066 The complaint Mrs N complains that Nationwide Building Society (“Nationwide”) failed to verify a signature was hers on a form to remove her from a joint account held with her ex-husband resulting in her being removed from the account without her consent. What happened Mrs N hel... (3 pages)View decision -
Decision Reference DRN-4885114
3 Jul 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4885114 The complaint Mrs S complains that Metro Bank PLC has disregarded her contact preferences in how they’ve communicated with her. What happened Mrs S had communicated with Metro Bank regarding a safe deposit box on 14 October 2023, and she said she told the staff about her health... (4 pages)View decision -
Decision Reference DRN-4883076
3 Jul 2024 Liverpool Victoria Financial Services Limited UpheldBanking and PaymentsDRN-4883076 The complaint Mrs H complains that Liverpool Victoria Financial Services Limited (“LVFS”) irresponsibly gave her a credit card and subsequent credit limit increases that she couldn’t afford to repay. What happened In March 2001, Mrs H applied for a credit card with LVFS. She wa... (6 pages)View decision -
Decision Reference DRN-4869976
3 Jul 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4869976 The complaint Mr and Mrs S have complained that Rock Insurance Services Limited mis-sold them an annual travel insurance policy. As it is Mrs S leading on the complaint, I will mostly just be referring to her in this decision. What happened In June 2023 Mrs S took out the polic... (2 pages)View decision -
Decision Reference DRN-4882638
3 Jul 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4882638 The complaint Miss T complains that Marks & Spencer Financial Services Plc (“M&S”) were unreasonable to report adverse information to her credit file when the arrears on her account related to transactions she paid in cash and were not paid for with her credit card. Wha... (2 pages)View decision -
Decision Reference DRN-4855257
3 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4855257 The complaint Mr and Mrs A complain that Barclays Bank UK PLC gave them incorrect information about how much they needed to pay towards their Mortgage Current Account. Mr and Mrs A said Barclays then marked their credit files, which was having a significant impact on them. Mr a... (6 pages)View decision
