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 364421 results
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Decision Reference DRN-4673361
10 Mar 2024 ReAssure Life Limited UpheldInsuranceDRN-4673361 The complaint Mr C complains that ReAssure Life Limited had made an unreasonable error when carrying out the annual indexation calculation on his whole of life policy in December 2022. This meant that ReAssure calculated a monthly premium which was less than it should have been... (5 pages)View decision -
Decision Reference DRN-4502951
10 Mar 2024 Equifinance Limited UpheldMortgagesDRN-4502951 The complaint Mr W complains that Equifinance Limited lent to him irresponsibly What happened Mr W took out a 25-year loan with Equifinance in 2018 to consolidate some of his existing debts. At the time, Mr W had over £51,000 in existing unsecured debt – just over £17,000 was l... (4 pages)View decision -
Decision Reference DRN-4291060
10 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4291060 The complaint Mr G complains that Barclays Bank UK PLC (“Barclays”) won’t refund £623.90 he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr G was contacted by a scammer pos... (2 pages)View decision -
Decision Reference DRN-4492849
10 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4492849 The complaint Mrs B complains that Bank of Scotland plc trading as Birmingham Midshires (BM) did not extend her fixed-interest product in line with her term extension. What happened Mrs B applied for a term extension on her interest-only buy-to-let mortgage with BM– extending t... (3 pages)View decision -
Decision Reference DRN-4433909
10 Mar 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4433909 The complaint Mr B complains Close Brothers Limited (Close Brothers) supplied him with a car that he believes wasn’t of satisfactory quality. Mr B is represented by his mother, Mrs B, however as he’s the agreement holder, I will refer to him throughout this decision. What happe... (3 pages)View decision -
Decision Reference DRN-4269042
9 Mar 2024 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4269042 The complaint Mr M complains that Al Rayan Bank PLC won’t refund disputed transactions from his account, loaded a negative marker against him and didn’t supply him with the statements he requested. He’d like the transactions refunded, the marker removed and statements provided.... (3 pages)View decision -
Decision Reference DRN-4594856
9 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4594856 The complaint Miss O complains that National Westminster Bank Plc (‘NatWest’) didn’t allow her to transfer money from her current account. What happened In late September 2023 Miss O tried to make an international transfer from her NatWest current account. She received a text f... (3 pages)View decision -
Decision Reference DRN-4442410
9 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4442410 The complaint Mr M complains Santander UK Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr M has an account with Santander and a debit card. Mr M says he was browsing the internet when a pop up appeared for a trading company. He says he hadn’t... (5 pages)View decision -
Decision Reference DRN-4345685
9 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4345685 The complaint Mr K complains that Lloyds Bank PLC (“Lloyds”) won’t refund payments totalling £5,400 made from his credit card that he says he didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. I... (3 pages)View decision -
Decision Reference DRN-4539779
9 Mar 2024 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-4539779 The complaint Mrs M complains that Tandem Motor Finance Limited (TMF) shouldn’t have agreed to lend to her as she couldn’t afford to sustain the repayments. What happened In August 2022 Mrs M acquired a car when she entered into a hire purchase agreement with TMF. The cash pric... (3 pages)View decision
