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 365360 results
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Decision Reference DRN-4687824
18 Mar 2024 more 2 life Ltd UpheldMortgagesDRN-4687824 The complaint Mr and Mrs J complain that more 2 life Limited declined their mortgage application unfairly and they have now lost out on a better interest rate because of it. What happened In March 2022 Mr and Mrs J applied to more 2 life for an equity release mortgage through a... (5 pages)View decision -
Decision Reference DRN-4554863
18 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4554863 The complaint Ms U complains about the way that Monzo Bank Ltd handled her transaction disputes. What happened Ms U disputed four transactions concerning purchases she had made with a food delivery service, online auction site and travel business. Ms U was unhappy with the dela... (3 pages)View decision -
Decision Reference DRN-4631021
18 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4631021 The complaint Mr W complained because Tesco Personal Finance PLC refused to refund him for a transaction he said he didn’t make. What happened On 9 January 2023, a £420 payment debited Mr W’s Tesco credit card. When Mr W received his statement, he contacted Tesco a... (4 pages)View decision -
Decision Reference DRN-4689983
18 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4689983 The complaint Mr J is unhappy that Santander UK Plc (Santander) did not refund a payment he made using his credit card. What happened In June 2023, Mr J made a purchase at one of the UK County Courts (a supplier/merchant) – who I will refer to as the Court – using his Santander... (3 pages)View decision -
Decision Reference DRN-4184448
18 Mar 2024 Covea Insurance plc Not upheldInsuranceDRN-4184448 The complaint Mr and Mrs Q complain Covea Insurance Plc’s settlement offer for their subsidence claim is unreasonable. For simplicity I’ve referred to Mr and Mrs Q’s representative’s actions as being their own. For the same reasons, in places, I’ve referred to Covea’s agents’ a... (6 pages)View decision -
Decision Reference DRN-4619777
18 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4619777 The complaint Mr and Mrs W have complained about the service they received from HSBC UK Bank Plc in relation to their joint account after Mrs W’s debit card failed to complete certain purchases. What happened On 5 July Mrs W attempted to use her debit card in several locations ... (5 pages)View decision -
Decision Reference DRN-4658850
18 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4658850 The complaint Mr B complains that The Royal Bank of Scotland Plc (“RBS”) blocked his debit card while he was abroad, causing him significant detriment and meaning he had to cut short his trip. What happened Mr B holds a current account and a credit card account with RBS. In 202... (3 pages)View decision -
Decision Reference DRN-4273900
18 Mar 2024 Firstplus Financial Group Plc UpheldMortgagesDRN-4273900 The complaint Mr and Mrs H have complained about a secured loan they took out with Firstplus Financial Group Plc in 2006. They’re unhappy about how the interest rate has varied. What happened This loan was taken out in March 2006 and was for £74,000 (plus a £14,748 PPI premium... (6 pages)View decision -
Decision Reference DRN-4654056
18 Mar 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4654056 The complaint Miss B complains Ageas Insurance Limited’s offer to settle her motor insurance claim is too low. What happened In October 2023 Miss B’s car was damaged. Her motor insurer, Ageas, considered it a total loss. It offered a cash settlement based on a market value of £... (2 pages)View decision -
Decision Reference DRN-4689877
18 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4689877 The complaint Miss M complains Clydesdale Bank Plc trading as Virgin Money irresponsibly provided her with an unaffordable credit card. What happened Miss M was approved with a £3,400 limit on a credit card by Virgin Money in October 2021. Miss M complained to Virgin Money in 2... (4 pages)View decision
