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 366350 results
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Decision Reference DRN-4649949
24 Apr 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4649949 The complaint Mr C complains about Vanquis Bank Limited not giving him interest free purchases after he opened a credit card account with them. What happened Mr C applied for a credit card with Vanquis and thought he’d taken up a promotional offer of 9 months interest free on p... (2 pages)View decision -
Decision Reference DRN-4717135
24 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4717135 The complaint X complains about National Westminster Bank Plc’s (NatWest) errors and service when X switched X’s bank account to them. What happened There are 4 strands to X’s complaint, following X switching X bank account from Bank A to NatWest in August 2023. The 4 strands a... (3 pages)View decision -
Decision Reference DRN-4472629
24 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4472629 The complaint Mr B complains about Santander Bank PLC. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like Santander to refund him the money he has lost. What happened Mr B had been looking to invest and had entered his cont... (3 pages)View decision -
Decision Reference DRN-4749467
24 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4749467 The complaint Miss W complains that Santander UK Plc won’t refund the money she lost, after she fell victim to an investment scam. Miss W is represented in bringing this complaint, but for simplicity’s sake I’ve generally referred to her in the text of the decision. What happen... (5 pages)View decision -
Decision Reference DRN-4565781
24 Apr 2024 Black Horse Limited Not upheldConsumer CreditDRN-4565781 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services was misrepresented to him and was of an unsatisfactory quality. Mr W has been represented in the complaint process by Mr H.... (4 pages)View decision -
Decision Reference DRN-4495814
24 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4495814 The complaint Mrs M complains about Barclays Bank UK PLC closing her ISA account causing her anxiety and a financial loss. What happened Mrs M had a longstanding ISA that transferred to Barclays in 2012. In September 2021, Mrs M received a letter from Barclays titled ‘We’ll clo... (3 pages)View decision -
Decision Reference DRN-4756667
24 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4756667 The complaint Mr S is unhappy that Santander UK Plc won’t refunded him for transactions which he doesn’t recognise amounting to around £500 on his credit card account. What happened In December 2022, Mr S contacted Santander to report a number of transactions to a merchant whic... (6 pages)View decision -
Decision Reference DRN-4762510
24 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4762510 The complaint Mr and Mr B complain about the information provided by Metro Bank PLC concerning cash deposits and service received in branch and over the phone. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I ... (3 pages)View decision -
Decision Reference DRN-4730409
24 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4730409 The complaint Mr and Mrs U are unhappy with how Vitality Health Limited (Vitality) has dealt with Mrs U’s claim on their private medical insurance policy. Mrs U is the lead complainant so I will refer mainly to Mrs U in this decision although both Mr and Mrs U are joined on the... (3 pages)View decision -
Decision Reference DRN-4755171
24 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4755171 The complaint Mr M complains Nationwide Building Society won’t give him access to the money in his account and won’t let him take out more than £100 a week. What happened Mr M opened an account with Nationwide in July 2023 – it has a substantial balance. In December 2023 Mr M c... (2 pages)View decision
