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 357004 results
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Decision Reference DRN-4535259
21 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4535259 The complaint Mr K has complained that Bank of Scotland plc trading as Halifax reduced the amount of his Contractual Monthly Payment after he’d made overpayments on his mortgage, instead of reducing his mortgage term. Mr K claims that he’s suffered a financial loss as a result.... (3 pages)View decision -
Decision Reference DRN-4346020
21 May 2024 Santander UK Plc Not upheldMortgagesDRN-4346020 The complaint Mr and Mrs A complain that Santander UK Plc unfairly charged an early repayment charge (ERC) on their mortgage. What happened Mr and Mrs A had a mortgage with Santander. They decided to move home and downsize. However, they weren’t able to move simultaneously and ... (3 pages)View decision -
Decision Reference DRN-4674582
21 May 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4674582 The complaint Mr C complains about Hiscox Insurance Company Limited’s (“Hiscox”) decision to not progress his claim under his bicycle insurance policy, unless he allows a third-party company to carry out their enquiries. What happened Mr C says his bicycle was stolen so he repo... (3 pages)View decision -
Decision Reference DRN-4692604
21 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4692604 The complaint Mrs S complains that she didn’t get a chequebook she ordered from Clydesdale Bank Plc trading as Virgin Money (Virgin). What happened Mrs S ordered a chequebook from Virgin on 1 November 2023, but it didn’t arrive. Mrs S complained. She said she had had an acknowl... (2 pages)View decision -
Decision Reference DRN-4652735
21 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4652735 The complaint Mr C complains that NewDay Ltd recorded an incorrect default date on his credit file. What happened Mr C held an Aqua credit card account with NewDay. In September 2017 he went into debt management plan. Mr C later discovered that NewDay recorded that the account ... (3 pages)View decision -
Decision Reference DRN-4339194
21 May 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4339194 The complaint Mr J complains that Wise Payments Limited (“Wise”) closed his account without notice and that it was unable to provide him sufficient information when he contacted it about this. What happened Mr J opened an account with Wise in July 2021. On 4 April 2023 Wise con... (4 pages)View decision -
Decision Reference DRN-4808935
21 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4808935 The complaint Mr K complains that Lloyds Bank PLC blocked his account and that, having done so, handled the matter poorly before and when it lifted the restrictions. What happened Mr K has an Under-19s account with Lloyds. Amongst other things, he uses it to buy and sell items ... (3 pages)View decision -
Decision Reference DRN-4777239
21 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4777239 The complaint Mr K complains about the repairs carried out by Royal & Sun Alliance Insurance Limited after he made a claim under his property insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary... (7 pages)View decision -
Decision Reference DRN-4809361
21 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4809361 The complaint Mr G complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (6 pages)View decision -
Decision Reference DRN-4684904
21 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4684904 The complaint Mr B complains that National Westminster Bank Plc (“NatWest”) lent him a loan when it shouldn’t have. What happened NatWest lent Mr B a loan in May 2023, the loan amount was £10,000 for a 36-month period. Mr B’s monthly repayment on the loan was £370.28. Mr B has ... (3 pages)View decision
