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-4150693
13 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4150693 The complaint Mr O complains National Westminster Bank Plc (“NatWest”) closed his accounts without explanation. Mr O also complains NatWest failed to properly support him in paying off his overdraft debt and registered a default against him. Mr O wants compensation for the dist... (4 pages)View decision -
Decision Reference DRN-4795347
13 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4795347 The complaint Mr T has complained Revolut Ltd won’t refund money he lost through a series of transactions he didn’t authorise. What happened In May 2021 Mr T added a Revolut Junior account linked to his own Revolut account. He used this to make small payments to his young son i... (4 pages)View decision -
Decision Reference DRN-4580465
13 May 2024 Santander UK Plc Not upheldMortgagesDRN-4580465 The complaint Mrs N complains that Santander UK Plc unfairly refused to allow her to transfer to a different mortgage product. To put matters right, Mrs N wants Santander to allow her to move to the two year fixed rate mortgage product she wanted to switch to. What happened Mrs... (3 pages)View decision -
Decision Reference DRN-4727622
13 May 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4727622 The complaint Miss C and Mr D complain about how Shawbrook Bank Limited handled their claim under section 75 of the Consumer Credit Act 1974 about some patio doors. What happened In June 2023 Miss C and Mr D entered into a regulated fixed-sum loan agreement with Shawbrook to fi... (2 pages)View decision -
Decision Reference DRN-4786114
13 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4786114 The complaint Miss T complains that Zopa Bank Limited irresponsibly agreed a loan for her. What happened Zopa agreed a loan of £7,000 for Miss T in November 2019. The total amount owed was £10,744.92 to be repaid in 36 instalments of £298.47. Miss T complained to Zopa that it w... (3 pages)View decision -
Decision Reference DRN-4763546
13 May 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4763546 The complaint Mr S complains that Accelerant Insurance Europe SA/NV UK Branch unfairly declined his claim and voided his Commercial Combined insurance policy. Where I refer to Accelerant, this includes the actions of its agents and claims handlers for which it takes responsibil... (3 pages)View decision -
Decision Reference DRN-4680459
13 May 2024 Vodafone Limited Not upheldConsumer CreditDRN-4680459 The complaint Mr A complains about the outstanding amounts owed under two fixed sum loan agreements, taken out with Vodafone Limited. What happened In October 2021 and December 2022, Mr A applied for two fixed sum loans with Vodafone, to pay for two mobile telephone devices. Th... (4 pages)View decision -
Decision Reference DRN-4786658
13 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4786658 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved two credit card applications around six months apart. What happened In January 2022 Mr D applied for a credit card with Virgin Money. In the application, Mr D said ... (3 pages)View decision -
Decision Reference DRN-4739703
13 May 2024 Homeserve Membership Limited Not upheldInsuranceDRN-4739703 The complaint Mrs R and Mr R complain about how Homeserve Membership Limited trading as Homeserve (Homeserve) renewed a plumbing and drainage policy on a property they no longer lived in (and a plumbing and drainage plus policy from 2017). References to Homeserve in this decisi... (4 pages)View decision -
Decision Reference DRN-4769535
13 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4769535 The complaint Miss G complains that Monzo Bank Ltd won’t refund the money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and b... (4 pages)View decision
