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-4486426
6 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4486426 The complaint Mr D complains National Westminster Bank Plc are culpable for him making a £2,500 payment to a non-existent account. What happened Mr D says that on 11 April 2023 he made an error when he created a payment to a non- existing bank account and paid it £2,500, but Na... (3 pages)View decision -
Decision Reference DRN-4366807
6 Feb 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-4366807 The complaint This complaint is brought by the executors of the late Mr M’s estate, in relation to an equity release lifetime mortgage Mr M and his late wife (Mrs M) had taken out in. One of the joint executors, Mr W, has dealt with the complaint throughout with the consent of ... (2 pages)View decision -
Decision Reference DRN-4600227
6 Feb 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4600227 The complaint Mr M has complained that FUND OURSELVES LIMITED trading as Fund Ourselves (“Fund Ourselves”) gave him loans without carrying out sufficient affordability checks. Mr M has also complained that after entering a Debt Respite Scheme, Fund Ourselves continued to charge... (7 pages)View decision -
Decision Reference DRN-4494756
6 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4494756 The complaint Mr B complains that TSB Bank plc hasn’t paid him an incentive payment when he used the Current Account Switch Service (CASS). What happened From 10 July 2023 to 18 August 2023 TSB promoted a £200 account switch offer to new customers. The incentive was payable in ... (3 pages)View decision -
Decision Reference DRN-4574746
6 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4574746 The complaint Mrs C complains that Aviva Insurance Limited unfairly declined a claim she made under her home insurance (buildings) policy. Aviva is the underwriter of this policy, and the underwriter is responsible for complaints about claims. Part of this complaint is about wh... (3 pages)View decision -
Decision Reference DRN-4600351
6 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4600351 The complaint Mr and Mrs C complain that Mrs C was removed from their joint account with National Westminster Bank Plc, and instead Mr C was linked to a third party, who was unknown to either of them. Mrs C said this was distressing, and took a long time to sort out. What happe... (3 pages)View decision -
Decision Reference DRN-4332469
6 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4332469 The complaint Ms B has complained that Metro Bank PLC (“Metro Bank”) closed her account without giving her a reason why. What happened On 19 May 2023 Metro Bank wrote to Ms B to say it had reviewed her accounts and decided that it no longer wanted Ms B as a customer. It explain... (2 pages)View decision -
Decision Reference DRN-4597433
6 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4597433 The complaint Mrs G complains that Vacation Finance Limited (“VFL”) - didn’t provide a fair and reasonable response to her claim under sections 75 and 140A of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare product financed by a loan they provided. What happ... (7 pages)View decision -
Decision Reference DRN-4228424
6 Feb 2024 Elavon Financial Services Designated Activity Company Not upheldBanking and PaymentsDRN-4228424 The complaint A company which I’ll call ‘D’ complains that Elavon Financial Services Designated Activity Company (trading as Opayo) treated them unfairly when they upgraded their systems. The complaint is brought on D’s behalf by their director, Mr H. What happened D had a merc... (4 pages)View decision -
Decision Reference DRN-4601694
6 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4601694 The complaint Ms A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Ms A says she was contacted via a social media app by someone posing as a recruitment agent. Ms A was offered a role working for a large well... (5 pages)View decision
