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-4692608
25 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4692608 The complaint This complaint’s about a mortgage that Mr J holds with Santander UK Plc. He’s unhappy that his application for a new fixed rate deal when his original interest rate product expired was cancelled without explanation or reason. This meant his mortgage reverted to Sa... (3 pages)View decision -
Decision Reference DRN-4628790
25 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4628790 The complaint Miss D complains that Monzo Bank Ltd did not refund a series of payments she lost as part of a scam. What happened Miss D saw concert tickets for sale on social media and reached out to the seller. They confirmed they still had the tickets and provided a screensho... (3 pages)View decision -
Decision Reference DRN-4655428
25 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4655428 The complaint Miss B complains that Lloyds Bank PLC did not pay her interest on her account. What happened Miss B says she had two direct debits set up on her Club Lloyds account so she should be earning interest as she has met their criteria for this. Miss B made a complaint t... (2 pages)View decision -
Decision Reference DRN-4640708
25 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4640708 The complaint Mr B’s complaint is about what happened when he took his benefits from his pension policies with ReAssure Limited (ReAssure). Mr B says ReAssure made a large number of errors and there were delays. What happened I issued a provisional decision on 3 November 2023. ... (17 pages)View decision -
Decision Reference DRN-4441647
25 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4441647 The complaint Mr T complains that American Express Services Europe Limited won’t help him in his dispute about being forced to by an additional flight ticket. What happened In April 2023 Mr T used his American Express Services Europe Limited (Amex for short) charge card to pay ... (3 pages)View decision -
Decision Reference DRN-4454258
25 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4454258 The complaint Mr H complains that Bank of Scotland trading as Halifax irresponsibly provided him with a credit card account. Mr H wants the debt written off and a refund of interest, fees and charges. What happened Halifax provided a screenshot to say it opened a credit card ac... (2 pages)View decision -
Decision Reference DRN-4695580
25 Mar 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4695580 The complaint Mr K complains about Aioi Nissay Dowa Insurance UK Limited trading as Toyota Motor Insurance (“ANDIL”) and their refusal to provide him with a new motor insurance policy after encountering issues finding his new address during the renewal process. What happened Th... (3 pages)View decision -
Decision Reference DRN-4500843
25 Mar 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4500843 The complaint A, a limited company, is unhappy with ClearBank Limited trading as Tide (“Tide”) as it won’t refund the money it lost as a result of a third-party scam. A is represented by its director Mr Q - who fell victim to the scam – so for ease I have referred to him throug... (4 pages)View decision -
Decision Reference DRN-4363236
25 Mar 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4363236 The complaint Mr H complains that Zopa Bank Limited irresponsibly lent to him. What happened Zopa gave Mr H access to a loan in August 2018. The loan was for £18,000, Mr H also had to pay £110 in fees. The loan was due to be repaid in 60 monthly instalments of £431.21. Mr H str... (3 pages)View decision -
Decision Reference DRN-4590323
25 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4590323 The complaint Mr C complained because Barclays Bank UK PLC refused to refund him for payments which he said he didn’t make. What happened On 6 September 2023, Mr C contacted Barclays. There had been two online payments from his Barclays account which he said he hadn’t authorise... (3 pages)View decision
