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 370149 results
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Decision Reference DRN-4731680
14 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4731680 The complaint Miss C and Mr D complain that Nationwide Building Society did not close all their joint accounts when they asked them to. What happened Miss C and Mr D say that a few years ago they visited a branch of Nationwide to inform them they didn’t want any joint accounts.... (3 pages)View decision -
Decision Reference DRN-4727357
14 May 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4727357 The complaint Mr R makes the following complaint points about ReAssure Limited (ReAssure): He feels that ReAssure failed to honour its standard annuity rate/Guaranteed Annuity Rate (GAR) arrangement. And that he’s suffered a financial loss which ReAssure is responsible for. H... (8 pages)View decision -
Decision Reference DRN-4795882
14 May 2024 TSB Bank plc Not upheldConsumer CreditDRN-4795882 The complaint Mr C complains that TSB Bank Plc (TSB) lent to him irresponsibly. He says TSB didn’t do enough to check he could afford to repay the lending sustainably. Mr C says the loan was unaffordable. What happened Mr C took out a loan for £16,000 with TSB in March 2021. Th... (3 pages)View decision -
Decision Reference DRN-4751315
14 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4751315 The complaint Mr K is unhappy that Santander UK Plc blocked online access to his bank account and caused him inconvenience. What happened On 9 November 2023 Santander blocked online payments on Mr K’s bank account after he had tried to transfer £5,000 to an account in his name ... (2 pages)View decision -
Decision Reference DRN-4777711
14 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4777711 The complaint Mrs T has complained that Advantage Insurance Company Limited cancelled her car insurance policy early and that it has charged her the full annual premium. Advantage was the underwriter of Mrs T’s policy, so it’s her insurer. This complaint is, in part, about the ... (2 pages)View decision -
Decision Reference DRN-4637277
14 May 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4637277 The complaint Mr N is complaining about Secure Trust Bank Plc trading as Moneyway. He says they were irresponsible in lending to him. Mr N’s complaint was brought to our service by a representative but for ease I’ve written as if we’ve dealt directly with him. What happened In ... (3 pages)View decision -
Decision Reference DRN-4711587
14 May 2024 My Finance Club Limited Not upheldConsumer CreditDRN-4711587 The complaint Mr P complains that My Finance Club Limited (My Finance), lent to him without doing the right checks. Mr P says that he did not have a job at the time and also that it paid the loan proceeds into the incorrect bank account. What happened Mr P took one loan from My... (5 pages)View decision -
Decision Reference DRN-4604991
14 May 2024 The Mortgage Business Plc UpheldMortgagesDRN-4604991 The complaint Ms W complains that The Mortgage Business Plc, trading as TMB, didn’t tell her when she became solely liable for a mortgage that she had held jointly with her ex-husband following her ex-husband’s bankruptcy. As a result, she says she lost the opportunity to step ... (3 pages)View decision -
Decision Reference DRN-4489247
14 May 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4489247 The complaint Mr H complains that National Savings and Investments (NS&I) won’t allow him to renew his ‘Index-Linked Saving Certificate’ for a two-year term. Mr H also referred to poor service he received when using NS&I’s helpline. What happened Mr H wanted to renew hi... (3 pages)View decision -
Decision Reference DRN-4792114
14 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4792114 The complaint Mr S complains Revolut Ltd blocked his account and sent an amount back to source. Revolut then closed the account. Mr S would like the funds returned to him. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provi... (3 pages)View decision
