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-4289907
5 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4289907 The complaint Mr N complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the money he lost when he was the victim of a scam. What happened What Mr N says It’s difficult to follow exactly what happened in this case. In this section I’ll set out some of the detail Mr N... (3 pages)View decision -
Decision Reference DRN-4574634
5 Feb 2024 Zurich Insurance PLC UpheldInsuranceDRN-4574634 The complaint Mr O and Mrs S are unhappy that Zurich Insurance Plc only paid part of a claim made under their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so ... (2 pages)View decision -
Decision Reference DRN-4595620
5 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4595620 The complaint Mr and Mrs J complain that Lloyds Bank PLC delayed making a CHAPS payment, and about the impact this had on them. What happened Mr and Mrs J’s mortgage was approaching the end of its fixed-rate period, and so, to avoid paying a higher rate of interest, they intend... (4 pages)View decision -
Decision Reference DRN-4565493
5 Feb 2024 Principality Building Society Not upheldMortgagesDRN-4565493 The complaint Mr H complains about the interest Principality Building Society has charged on his mortgage. What happened Mr H took a new mortgage with Principality, completing on 2 August 2023. Principality wrote to Mr H after his mortgage began saying that it would take his fi... (3 pages)View decision -
Decision Reference DRN-4528116
5 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4528116 The complaint Mr B complains that Scottish Widows Ltd, trading as Clerical Medical (CM), delayed sending him a form that would allow him to provide details of his medical conditions to them. Mr B wanted to start taking his pension benefits and says that because of CM’s delays, ... (4 pages)View decision -
Decision Reference DRN-4302378
5 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4302378 The complaint Mr B complains that he has missed payment markers on his credit file, relating to his mortgage with Barclays Bank UK PLC. Mr B said they shouldn’t be there, because he was supposed to be on a payment holiday at the time. What happened Mr B told us that between Mar... (3 pages)View decision -
Decision Reference DRN-4348274
5 Feb 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4348274 The complaint Mr E and Ms E complain that Accord Mortgages Limited has treated them unfairly when it has failed to allow them to change their mortgage from repayment to interest only. What happened Mr E and Ms E have had a mortgage with Accord since 2018. In May 2021, Ms E call... (2 pages)View decision -
Decision Reference DRN-4334965
5 Feb 2024 Firstplus Financial Group Plc UpheldMortgagesDRN-4334965 The complaint Mr A and Mrs R have complained about a secured loan they took out with Firstplus Financial Group Plc in 2006. They’re unhappy about the level of interest paid on this variable rate loan, saying the interest rate applied has been extortionate and they’ve been overc... (6 pages)View decision -
Decision Reference DRN-4600700
5 Feb 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4600700 The complaint Miss G and Mr M say that Kensington Mortgage Company Limited has treated them unfairly. Because they are ‘mortgage prisoners’, Kensington has said they are ineligible for another interest rate product on their mortgage. To settle the complaint Miss G and Mr M woul... (6 pages)View decision -
Decision Reference DRN-4321521
5 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4321521 The complaint Mr T complains that Monzo Bank Ltd did not refund a series of payments he lost as part of a scam. What happened Mr T had made a series of investments through his account with a third-party bank from November 2020 onwards. Having invested large sums of money, the c... (3 pages)View decision
