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-4734349
11 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4734349 The complaint Mr S’s complaint is about his buy-to-let (BTL) mortgage account with Barclays Bank UK PLC. Mr S says that, because of long call waiting times, and because Barclays didn’t respond to his secure messages, he wasn’t able to secure a new interest rate product for his ... (5 pages)View decision -
Decision Reference DRN-4722027
10 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4722027 The complaint Mr C has complained about the way Santander UK Plc handled fraud on his account. What happened Fraudsters stole Mr C’s identity, gathering enough of his information to impersonate him. They changed his Santander account’s contact details, ordered new cards, and sp... (3 pages)View decision -
Decision Reference DRN-4332609
10 Apr 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4332609 The complaint Mr K complains about Wise Payments Limited trading as Wise. He says that Wise didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened In February 2022, Mr K was contacted via WhatsApp by a ... (3 pages)View decision -
Decision Reference DRN-4678876
10 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4678876 The complaint Mr B has complained that he missed out on three days of a yearly TV subscription service that was a benefit of his Club Lloyds account. What happened Mr B opened a Club Lloyds account – which is an account that charges a monthly fee and in return it pays interest ... (2 pages)View decision -
Decision Reference DRN-4670578
10 Apr 2024 National Savings and Investments UpheldInvestmentsDRN-4670578 The complaint Ms T complains about the very poor service National Savings and Investments (NS&I) provided when she wanted to encash part of her premium bond holding. Ms T says that due to the delays on NS&I’s part, she missed out on the opportunity to buy a second hand ... (4 pages)View decision -
Decision Reference DRN-4414216
10 Apr 2024 Honeycomb Finance Limited Not upheldConsumer CreditDRN-4414216 The complaint Miss W complains that a timeshare product was misrepresented to her and that the timeshare company is in breach of contract. The purchase was financed with credit provided by Honeycomb Finance Limited (“Honeycomb”). Because Honeycomb financed the purchase, Miss W ... (6 pages)View decision -
Decision Reference DRN-4550091
10 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4550091 The complaint Mr C, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He says that due to his personal and financial circumstances at the relevant time the agreement was unaffordable. What happen... (3 pages)View decision -
Decision Reference DRN-4676729
10 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4676729 The complaint Mr R, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He says that due to his personal and financial circumstances at the relevant time the agreement was unaffordable. What happen... (2 pages)View decision -
Decision Reference DRN-4730047
10 Apr 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4730047 The complaint Mr H complains that a timeshare product was misrepresented to him. The purchase was financed with credit provided by Honeycomb Finance Limited (“Honeycomb”). That loan has now been transferred to Oplo PL Ltd, but for ease of reference I’ll refer to the lender as H... (3 pages)View decision -
Decision Reference DRN-4675533
10 Apr 2024 Ecclesiastical Insurance Office Plc Not upheldInsuranceDRN-4675533 The complaint N has complained about the premium it was charged and an excess that was applied to its Residential Property Insurance policy with Ecclesiastical Insurance Office Plc at its renewal in August 2022. N is represented by Mrs P, who is a director. What happened N suff... (3 pages)View decision
