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 347829 results
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Decision Reference DRN-5035483
25 Sep 2024 Monmouthshire Building Society Not upheldMortgagesDRN-5035483 The complaint Mr and Mrs S complain that they have been overcharged for their mortgage with Monmouthshire Building Society (MBS) as the standard variable rate (SVR) has increased and it hasn’t put them onto a better rate. What happened Mr and Mrs S took out an interest-only ... (5 pages)View decision -
Decision Reference DRN-4794108
25 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4794108 The complaint Mr P and Miss W complain that Lloyds Bank PLC (‘Lloyds’) didn’t properly register their details with insurance providers connected to their packaged bank account. What happened Mr P and Miss W opened a packaged bank account with Lloyds in June 2023. The accoun... (3 pages)View decision -
Decision Reference DRN-5042165
25 Sep 2024 London Capital Group Ltd UpheldInvestmentsDRN-5042165 The complaint Mr R complains that London Capital Group Ltd (“LCG”) closed positions in his spread betting account, and later closed the account, in an unreasonable manner, without giving reasons. What happened In July 2016 Mr R became a customer of LCG, having transferred fr... (9 pages)View decision -
Decision Reference DRN-4975087
25 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4975087 The complaint M is a company. It is represented in bringing this complaint by its director, whom I’ll refer to as “Mr P”. The company complains that, having closed its bank account in 2020, Lloyds Bank PLC won’t reopen it. What happened M used to bank with Lloyds. In July 20... (2 pages)View decision -
Decision Reference DRN-4583350
25 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4583350 The complaint Miss S is complaining about the way esure Insurance Limited has handled a claim she made on her car insurance policy after she was involved in what she says was a non-fault accident. What happened In May 2022 Miss S was involved in an accident involving a lorry... (3 pages)View decision -
Decision Reference DRN-5043272
25 Sep 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5043272 The complaint Mr B complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) did not uphold his claim under section 75 of the Consumer Credit Act 1974 in relation to a kitchen. What happened In October 2021 Mr B entered into a regulated fixed... (2 pages)View decision -
Decision Reference DRN-5014014
25 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5014014 The complaint Mr W complains that Nationwide Building Society blocked his account without telling him when he purchased some cryptocurrency. What happened Mr W says he attempted to purchase cryptocurrency on 6 June 2024, but the transactions were declined. The next day Mr W... (2 pages)View decision -
Decision Reference DRN-5042981
25 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5042981 The complaint Mr C has complained that The National Farmers' Union Mutual Insurance Society Limited (NFU) unfairly made a fraud finding and refused to pay a claim under his home insurance policy. References to NFU include companies acting on its behalf. What happened ... (5 pages)View decision -
Decision Reference DRN-4582654
25 Sep 2024 Klarna Bank AB (publ) Not upheldBanking and PaymentsDRN-4582654 The complaint Miss M complains about a claim she made to Klarna Bank AB (publ). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Miss M purchased some furniture from a... (2 pages)View decision -
Decision Reference DRN-4950149
25 Sep 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4950149 The complaint Mr B and Ms C complain that Mortgage Agency Services Number Five Limited (MAS5) has treated them unfairly in its administration of their mortgage. What happened Mr B and Ms C took out a mortgage with another lender in 2006. The mortgage was initially taken on a... (10 pages)View decision
