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 362716 results
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Decision Reference DRN-4528375
13 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4528375 The complaint Mr N has complained that Santander UK Plc acted irresponsibly by providing, and increasing the limit on, an overdraft. He complains that Santander acted unfairly by continuing to apply charges to his account when he was in financial difficulty. Mr N is represented... (3 pages)View decision -
Decision Reference DRN-4575684
13 Feb 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-4575684 The complaint Mr S complains that London and Country Mortgages Ltd (“L&C”) failed to advise him in a timely manner that his application for a remortgage had been refused by a lender which meant that he was unable to remortgage with another lender before interest rates incre... (5 pages)View decision -
Decision Reference DRN-4496456
13 Feb 2024 Clydesdale Bank Plc Not upheldInvestmentsDRN-4496456 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money rejected a cash Individual Savings Account (ISA) transfer, that a transfer he’d made to an external account was put on hold, and that he had to attend a branch after receiving an error message when he... (3 pages)View decision -
Decision Reference DRN-4460804
13 Feb 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4460804 The complaint Mrs H says Chetwood Financial Limited, trading as BetterBorrow, irresponsibly lent to her. What happened Mrs H took out a 36-month instalment loan for £6,000 in July 2022. The monthly repayments were £235.34 and the total repayable was £8,471.99. She is now repayi... (3 pages)View decision -
Decision Reference DRN-4619993
13 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619993 The complaint Mr I complains that Monzo Bank Ltd processed a payment request incorrectly and they were unable to retrieve all of the funds sent to the wrong account. What happened Mr I attempted to transfer £3,000 into an account, however, he entered a nine digit account number... (4 pages)View decision -
Decision Reference DRN-4518096
13 Feb 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4518096 The complaint Mr and Mrs S complain that Accord Mortgages Limited (trading as Accord Mortgages) won’t agree to extend the term of their mortgage that has reached its expiry. What happened In 2008 Mr and Mrs S obtained a mortgage with Accord through a broker. They borrowed £163,... (5 pages)View decision -
Decision Reference DRN-4615150
13 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4615150 The complaint Mr and Mrs G complained that British Gas Insurance Limited (“British Gas”) didn’t fully fix the issues with their leaking water and its poor workmanship caused further problems in their home. Mr and Mrs G were claiming under their home emergency cover. What happen... (3 pages)View decision -
Decision Reference DRN-4501671
13 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4501671 The complaint Miss G complains that Barclays Bank UK PLC reported a missed payment with a credit reference agency in June 2020 which resulted in her remortgage application being declined. What happened Miss G applied for a new mortgage on her buy to let property at the end of N... (3 pages)View decision -
Decision Reference DRN-4600364
13 Feb 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4600364 The complaint Mr V has complained that AXA PPP healthcare Limited (‘AXA’) has unfairly declined his claim for treatment. What happened Mr V has a private medical insurance policy, underwritten by AXA. He made a claim for surgery which AXA declined as it said an exclusion applie... (2 pages)View decision -
Decision Reference DRN-4619845
13 Feb 2024 Covea Insurance plc UpheldInsuranceDRN-4619845 The complaint Miss G and Mr W complain about how Covea Insurance plc has handled a subsidence claim under their home insurance policy. Any reference to Covea includes the actions of its agents. As Miss G is leading on this complaint, I’ve referred to her throughout my decision.... (4 pages)View decision
