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-5002627
20 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5002627 The complaint Mr H complains that Wise Payments Limited (Wise) won’t refund money he lost in an investment scam. What happened What Mr H says: Mr H opened an account with Wise in 2018. He was considering investing to grow his savings so, in time, he could get more financial ... (6 pages)View decision -
Decision Reference DRN-5107455
20 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5107455 The complaint Mrs S is unhappy with the service she received from UK Insurance Limited (UKI) when she made a claim under her car insurance policy. What happened Mrs S made a claim under her car insurance policy after she was involved in an accident. UKI looked into the clai... (2 pages)View decision -
Decision Reference DRN-5095322
20 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5095322 The complaint Ms E complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened Ms E came across an investment opportunity while she was... (4 pages)View decision -
Decision Reference DRN-4984478
20 Nov 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4984478 The complaint Ms I complains about the way Clydesdale Bank Plc trading as Virgin Money has handled her request to extend the term of her interest only mortgage. She complains that Virgin Money has discriminated against her because of her age, and also about the customer serv... (5 pages)View decision -
Decision Reference DRN-4930822
20 Nov 2024 Tandem Bank Limited UpheldConsumer CreditDRN-4930822 The complaint Mrs D’s complaint is that, when she had a new boiler fitted, the work was not carried out to a satisfactory standard. Because the work was financed with a loan from Tandem Bank Limited, Mrs D says that it is equally liable with the supplier for that work. What ... (3 pages)View decision -
Decision Reference DRN-5074769
20 Nov 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5074769 The complaint Mrs and Mr M are unhappy with the settlement offered by Lloyds Bank General Insurance Limited (“Lloyds”) for their contents claim. Mrs and Mr M jointly held buildings and contents insurance underwritten by Lloyds. A loss assessor handled the claim for Mrs and M... (5 pages)View decision -
Decision Reference DRN-4939291
20 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-4939291 The complaint Mr K complains that he was not told when his mortgage was transferred to Topaz Finance Limited trading as Heliodor Mortgages , who are an inactive lender. He also complains that it is charging an interest rate that is unfairly high and will not offer him a bett... (3 pages)View decision -
Decision Reference DRN-4920944
20 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-4920944 The complaint Mr M complains that he got a higher interest rate than he should have done on his mortgage with Santander UK plc when he re-mortgaged to it. What happened Mr M had a mortgage with another lender. He wanted to re-mortgage and take additional borrowing to cover ... (3 pages)View decision -
Decision Reference DRN-5100542
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5100542 The complaint Mrs G complains that Santander UK Plc caused her to miss out on a £175 switching incentive payment when moving her account to another bank. What happened Mrs G instructed another bank, which I’ll refer to as D, to switch her account from Santander. Unfortunatel... (2 pages)View decision -
Decision Reference DRN-4944838
20 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4944838 The complaint Mr R and Mrs R complain about Advantage Insurance Company Limited’s (“Advantage”) delay in dealing with their claim under their home insurance policy. Mrs R has acted as the main representative during the claim and complaint process. So, for ease of reference,... (3 pages)View decision
