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 342370 results
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Decision Reference DRN-4652786
14 Aug 2024 Moneybarn Limited Not upheldConsumerCreditThe complaint Miss H is unhappy that a car supplied to her under a conditional sale agreement with Moneybarn Limited (Moneybarn) was of an unsatisfactory quality. When I refer to what Miss H has said and what Moneybarn have said, it should also be taken to include things said on their beha... (3 pages)View decision -
Decision Reference DRN-4803326
19 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mrs S is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background In May 2023, Mrs S received a message from someone who claimed to work for a recruitment agency. She’d been looking for work and had left her contact details with several pot... (4 pages)View decision -
Decision Reference DRN-4912405
16 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4912405 The complaint Ms B is unhappy that National Westminster Bank Plc (“NatWest”) didn’t enable her to invest the amount she wanted to invest into a fixed-term savings account, and with the service she received surrounding this matter. Summary of what happened Ms B set up a fixed... (3 pages)View decision -
Decision Reference DRN-4779127
16 Jul 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4779127 The complaint Mr P complains that BUPA Insurance Limited declined his medical insurance claim. What happened Mr P has medical insurance with BUPA and made a claim on the policy for £100 for his psychotherapy. BUPA declined the claim as it said the policy didn’t cover psychot... (2 pages)View decision -
Decision Reference DRN-4441344
16 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4441344 The complaint Mr and Mrs C are unhappy that Santander UK Plc won’t refund the money they lost as the result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand it to be... (5 pages)View decision -
Decision Reference DRN-4590030
16 Jul 2024 Landmark Mortgages Limited UpheldMortgagesDRN-4590030 The complaint Miss K complains about how Landmark Mortgages Limited handled a problem with payments made to the unsecured loan linked to her mortgage. What happened Miss K took out a “Together” mortgage with the former Northern Rock many years ago. A Together mortgage consis... (3 pages)View decision -
Decision Reference DRN-4855759
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4855759 The complaint Miss D complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly allowed her to open an unaffordable credit card account. What happened Miss D says she opened a Virgin Money credit card account in February 2022. She says the lending decision was ... (2 pages)View decision -
Decision Reference DRN-4820287
16 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4820287 The complaint Mr F complains about the settlement payment U K Insurance Limited (UKI) offered following the theft of his car, under his motor insurance policy. What happened Mr F’s car was stolen. He made a claim to UKI, which it accepted. It offered him £49,093 in settlemen... (2 pages)View decision -
Decision Reference DRN-4871455
16 Jul 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4871455 The complaint Mr E complains that Zempler Bank Limited restricted and then closed his bank account. For simplicity, I’ll refer to the bank as “Cashplus”. What happened In or around May 2023 Mr E opened a Cashplus account. He has explained that he initially did not use it ver... (2 pages)View decision -
Decision Reference DRN-4641229
16 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4641229 The complaint Mr G complains Monzo Bank Ltd (‘Monzo’) closed his bank account without warning and recorded that he’d defaulted on his overdraft which became due after the account was closed. He wants Monzo to remove the default from his record. What happened Mr G had a curre... (7 pages)View decision