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 366874 results
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Decision Reference DRN-4742046
30 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742046 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him a credit card account that he couldn’t afford to repay What happened Mr P held a current account with Monzo. In February 2022, he applied for a credit card that would be linked to his current account. Monzo... (6 pages)View decision -
Decision Reference DRN-4742032
30 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4742032 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him an overdraft he couldn’t afford to repay. What happened Mr P held a current account with Monzo and in February 2022 he applied to have an overdraft facility on the account. Monzo approved an overdraft of £1... (4 pages)View decision -
Decision Reference DRN-4750901
30 Apr 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4750901 The complaint Miss G complains that she was mis-sold a timeshare product and the loan used to pay for it. The loan was provided by First Holiday Finance Ltd, which I’ll refer to as “FHF”. Miss G has been represented in bringing this complaint by a claims management business, so... (4 pages)View decision -
Decision Reference DRN-4702377
30 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4702377 The complaint Mr R complains that Santander UK Plc failed to raise two chargebacks on his behalf. What happened On 21 July 2021 Mr R purchased from a retailer that I will call “C” a mobile phone costing £679.25. Mr R used his Santander debit card for this purchase. On 25 Januar... (2 pages)View decision -
Decision Reference DRN-4746361
30 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4746361 The complaint Mr M’s complaint is about the Mortgage Current Account (MCA) linked to his residential mortgage account with Barclays Bank UK PLC. Because of errors made by Barclays in reducing the MCA limit, adverse information was recorded on Mr M’s credit file. Barclays has ag... (3 pages)View decision -
Decision Reference DRN-4719420
30 Apr 2024 Pepper (UK) Limited Not upheldMortgagesDRN-4719420 The complaint Mr B complains that Pepper (UK) Limited (trading as Engage Credit) have declined his requests for a lower interest rate or a more affordable repayment plan on his mortgage. What happened Mr B has an interest only mortgage with Engage that is due to end in 2031. In... (4 pages)View decision -
Decision Reference DRN-4767972
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4767972 The complaint Miss B complains she was mis-sold a basic account when she visited a branch of Barclays Bank UK PLC to open a ‘Rainy Day’ savings account, and wasn’t provided with this latter Account. What happened I sent the parties a provisional decision in March 2024, in which... (4 pages)View decision -
Decision Reference DRN-4533942
30 Apr 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-4533942 The complaint Mr M’s complaint is about his mortgage account with Bank of Ireland (UK) Plc (BOI). Mr M is unhappy about the interest rate charged by BOI on his mortgage, and about pressure put on him by BOI to repay the mortgage. What happened Mr M has an interest-only resident... (2 pages)View decision -
Decision Reference DRN-4594374
30 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4594374 The complaint Ms B, Mr H and Mr N complain about the price charged by Arch Insurance (UK) Limited (“Arch”) to renew their commercial property insurance policy. Mr N has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any... (3 pages)View decision -
Decision Reference DRN-4772027
30 Apr 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4772027 The complaint Mr B complains that Great Lakes Insurance SE (Great Lakes) declined a claim made under his furniture warranty. What happened Mr B has an extended warranty, underwritten by Great Lakes, for a table and chairs he purchased. Amongst other things, the policy provides ... (3 pages)View decision
