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 367300 results
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Decision Reference DRN-4445477
1 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4445477 The complaint Mr W is unhappy that Nationwide Building Society won’t refund him for repair works carried out on products he purchased for his solar panel system. What happened In 2012, Mr W purchased a solar panel system. The supplier ceased trading and Mr W started to receive ... (2 pages)View decision -
Decision Reference DRN-4544472
1 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4544472 The complaint Mr D complains that he isn’t able to access the best interest rates available with Clydesdale Bank Plc trading as Virgin Money (“Virgin”) because those are only available online, and Mr D requires additional support to apply for an online bond, which Virgin won’t ... (5 pages)View decision -
Decision Reference DRN-4566026
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566026 The complaint Mr M is unhappy that Monzo Bank Ltd closed his account and loaded and adverse fraud marker against his name. Mr M is represented, but for ease, I will refer to him throughout. What happened As both parties are familiar with the circumstances of this complaint, I’v... (4 pages)View decision -
Decision Reference DRN-4629226
1 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4629226 The complaint Mrs D complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a premium brand car- maker with a powerful engine and first registered in... (6 pages)View decision -
Decision Reference DRN-4420430
1 Mar 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4420430 The complaint Mr and Mrs B’s complaint about HSBC UK Bank Plc (HSBC) relates to their application to port their existing mortgage to a new property they were looking to buy and HSBC’s decision to decline it. What happened Mr and Mrs B had a five-year fixed rate mortgage which e... (3 pages)View decision -
Decision Reference DRN-4454192
1 Mar 2024 ReAssure Life Limited UpheldInsuranceDRN-4454192 The complaint Mr R and Ms R’s complaint is about a whole of life assurance policy they hold with ReAssure Life Limited trading as ReAssure. They say unbeknown to them, the direct debit through which the annual premium was taken was cancelled and they were told the policy had en... (5 pages)View decision -
Decision Reference DRN-4652921
1 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4652921 The complaint Mr M has complained that Santander UK Plc (‘Santander’) blocked his bank accounts. The accounts were eventually closed and he wants the balance that was left in the accounts to be paid back to him. What happened I issued a provisional decision on this complaint la... (4 pages)View decision -
Decision Reference DRN-4278444
1 Mar 2024 ClearBank Limited Not upheldBanking and PaymentsDRN-4278444 The complaint P, a limited company, complains that ClearBank Limited trading as (“Tide”) won’t refund a number of payments lost to a scam. P is represented by Mr S who is the sole Director of P. What happened The detailed background to this complaint is well known to both parti... (2 pages)View decision -
Decision Reference DRN-4608003
1 Mar 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4608003 The complaint Mr W complains Capital One (Europe) plc unfairly pursued him for credit card debt. He’s also unhappy with the level of customer service they provided – and considers it amounts to discrimination under the Equality Act 2010. What happened The details of this compla... (2 pages)View decision -
Decision Reference DRN-4437234
1 Mar 2024 Next Retail Limited UpheldConsumer CreditDRN-4437234 The complaint Miss A complains Next Retail Limited failed to refund her account correctly after she returned items she had ordered. 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 I’l... (3 pages)View decision
