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 369227 results
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Decision Reference DRN-4461114
10 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4461114 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund over £6,000 he lost to a cryptocurrency investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr M fell vict... (4 pages)View decision -
Decision Reference DRN-4655837
10 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4655837 The complaint Miss T complains that Nationwide Building Society failed to take steps to prevent her from spending a large sum of money on gambling. What happened In 2020 Miss T had been in contact with Nationwide as a result of which it noted that she had a gambling addiction. ... (3 pages)View decision -
Decision Reference DRN-4716934
10 Apr 2024 Brazier Consulting Services Ltd UpheldClaims ManagementDRN-4716934 The complaint Miss M complains about Brazier Consulting Services Ltd (“BCS”) and their failure to progress her claim for mis-sold Payment Protection Insurance (“PPI”). What happened Miss M instructed BCS to pursue a claim for mis-sold PPI on her behalf. But despite her requests... (2 pages)View decision -
Decision Reference DRN-4733076
10 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4733076 The complaint Mr H complains about the service he received from U K Insurance Limited trading as Direct Line (UKI) when renewing his van insurance policy. What happened Mr H’s van insurance policy with UKI was due for renewal. He contacted UKI to renew the policy, the price was... (3 pages)View decision -
Decision Reference DRN-4710058
10 Apr 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-4710058 The complaint Mrs M is unhappy with the outcome of a claim for furniture damage through a protection policy underwritten by Fortegra Europe Insurance Company Ltd. What happened An item of furniture belonging to Mrs M suffered accidental damage. So she contacted Fortegra about h... (3 pages)View decision -
Decision Reference DRN-4522283
10 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4522283 The complaint Ms P’s complaint is about a mortgage and porting application she made to Santander UK Plc. She has told us that she was assured her application would be accepted for the amount she wanted, but she was then offered a lower amount. Ms P has told us that had she been... (3 pages)View decision -
Decision Reference DRN-4731398
10 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4731398 The complaint Mrs M complains about the damage charges applied by BMW Financial Services(GB) Limited trading as BMW Financial Services (BMWFS) when she voluntarily terminated her car finance agreement. What happened In December 2017, Mrs M entered into a 48 month hire purchase ... (4 pages)View decision -
Decision Reference DRN-4533922
10 Apr 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4533922 The complaint Mr P’s complaint is about an application for a new mortgage and port of an existing interest rate product with National Westminster Bank Plc (NatWest) in 2023. He is unhappy that NatWest stopped communicating with him at a certain point in the process and he had t... (3 pages)View decision -
Decision Reference DRN-4445490
10 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4445490 The complaint Mr K complains Barclays Bank UK PLC unfairly applied a default against his account and closed it when he was experiencing financial difficulties. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief o... (2 pages)View decision -
Decision Reference DRN-4592280
10 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4592280 The complaint Miss M complains that Barclays Bank UK PLC treated her unfairly when she exceeded the limit for her secured overdraft facility. Miss M says Barclays failed to offer a solution. She asks for substantial compensation for her health and financial problems. What happe... (3 pages)View decision
