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-4571981
22 Mar 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4571981 The complaint Mr P complains about a lack of transparency by Capital One (Europe) plc (Capital One) over fees that it charges for cash like transactions. . What happened The details of this complaint are well known to both parties so I won’t repeat them again here. Instead, I w... (2 pages)View decision -
Decision Reference DRN-4555939
22 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4555939 The complaint A company which I’ll call ‘B’ complains that Santander UK Plc caused unreasonable delays when opening a new account. The complaint is brought on B’s behalf by one of their directors, Mr S. What happened B is part of a group of companies which each held individual ... (3 pages)View decision -
Decision Reference DRN-4555966
22 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4555966 The complaint A company which I’ll call ‘N’ complains that Santander UK Plc caused unreasonable delays when opening a new account. The complaint is brought on N’s behalf by one of their directors, Mr S. What happened N is part of a group of four companies which each held indivi... (3 pages)View decision -
Decision Reference DRN-4643153
22 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4643153 The complaint Mr S complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) dealt with claims on his pet insurance policy. What happened Mr S made a number of claims for treatment costs for his pet dog between December 2022 and March 2023. He complained that t... (2 pages)View decision -
Decision Reference DRN-4556030
22 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4556030 The complaint A company which I’ll call ‘L’ complains that Santander UK Plc caused unreasonable delays when opening a new account. The complaint is brought on L’s behalf by one of their directors, Mr S. What happened L is part of a group of companies which each held individual ... (3 pages)View decision -
Decision Reference DRN-4555880
22 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4555880 The complaint A company which I’ll call ‘Y’ complains that Santander UK Plc caused unreasonable delays when opening a new account. The complaint is brought on Y’s behalf by one of their directors, Mr S. What happened Y is part of a group of companies which each held individual ... (3 pages)View decision -
Decision Reference DRN-4401142
22 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4401142 The complaint Mr S complains that Santander UK Plc won’t refund the money he lost when he was the victim of a scam. What happened In mid-2021, Mr S started talking to a woman on a website offering female companionship. They started exchanging messages, first through the website... (6 pages)View decision -
Decision Reference DRN-4682843
22 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4682843 The complaint Ms D complains that a member of National Westminster Bank Plc’s (“NatWest”) staff accessed her account without a legitimate reason for doing so. Ms D believes as a result financial information from her account was passed to her ex-husband. This has impacted Ms D b... (4 pages)View decision -
Decision Reference DRN-4445040
22 Mar 2024 Leeds Building Society UpheldMortgagesDRN-4445040 The complaint Mr H’s complaint is about his mortgage with Leeds Building Society. He is unhappy with its administration of the mortgage when he moved the day of the month the payment was to be collected, as it asked him to make an ad-hoc payment for the month of the change, but... (3 pages)View decision -
Decision Reference DRN-4629869
22 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4629869 The complaint Mr D’s complaint relates to a mortgage he has with Bank of Scotland plc trading as Halifax (BoS). In 2023 he complained because BoS was not abiding by a payment agreement he believed was entered into in October 2022 and so it should not be taking action to reposse... (3 pages)View decision
