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 360264 results
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Decision Reference DRN-5076068
21 Nov 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5076068 The complaint This complaint is about Mr S1 and Mr S2’s mortgage with National Westminster Bank Plc (NatWest). Mr S1, who has dealt with the complaint throughout, says that he wasn’t able to arrange a term extension, as a result of which he and Mr S2 had to make higher repa... (3 pages)View decision -
Decision Reference DRN-4636282
21 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4636282 The complaint Miss L complains that Nationwide Building Society allowed two payments of £247 to be taken from her account in September 2023 meaning that her account went into an unauthorised overdraft. She says the payments shouldn’t have been authorised as she had an agreem... (4 pages)View decision -
Decision Reference DRN-5162063
21 Nov 2024 Revolut Travel Ltd Not upheldBanking and PaymentsDRN-5162063 The complaint Mr G has complained that Revolut Travel Ltd (“Revolut”) mis-sold him a fee-paying Ultra Plan packaged account. Mr G says that the account was mis-sold because he attempted to claim on the travel insurance provided by the account, but says his claim was badly ha... (3 pages)View decision -
Decision Reference DRN-5162086
21 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5162086 The complaint Mr H complains that Mitsubishi HC Capital UK Plc trading as Novuna 1 (‘the Lender’) is liable to pay him compensation following a complaint made about a timeshare bought using credit provided by it. The finance agreement which is the subject of this complaint ... (6 pages)View decision -
Decision Reference DRN-4997543
21 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4997543 The complaint Mr H has complained Santander UK Plc won’t refund him for transactions he didn’t authorise. What happened In October 2023, Mr H complained to Santander about transactions from his account to a merchant I’ll refer to as “N”. Santander placed blocks on the accou... (3 pages)View decision -
Decision Reference DRN-4955991
21 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4955991 The complaint Mr K has complained about a transfer of his personal pension with The Prudential Assurance Company Limited to a small self-administered scheme (“SSAS”) in 2016. Mr K’s SSAS was subsequently used to invest in overseas hotel property with The Resort Group (TRG). ... (9 pages)View decision -
Decision Reference DRN-5161970
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5161970 The complaint X complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, X has explained that in September 2023 he made two... (3 pages)View decision -
Decision Reference DRN-5024515
21 Nov 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5024515 The complaint S has complained about the delay on the part of Fairmead Insurance Limited in handling its claim under its Residential Property Owners Insurance policy for damage to the property insured under it. S is represented by Mr P, who is a director. Any refer to Fairme... (2 pages)View decision -
Decision Reference DRN-5124716
21 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5124716 The complaint Mr M complains that NewDay Ltd trading as Debenhams lent irresponsibly when it approved his credit card application and later increased his credit limit. Mr M also complains about the interest rates applied to his credit card by NewDay. What happened Mr M appl... (4 pages)View decision -
Decision Reference DRN-5161519
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5161519 The complaint Mr B complains that National Westminster Bank Plc (NWest) won’t refund money he lost in an investment scam. What happened What Mr B says: Mr B is represented by a third-party claims firm. He says he was introduced to an investment scheme via some friends – who ... (6 pages)View decision
