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 352408 results
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Decision Reference DRN-4658195
11 Mar 2024 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4658195 The complaint Ms O has complained Virgin Media Mobile Finance Limited continued to hold her liable for payments for a mobile handset credit agreement. What happened Ms O took out a credit agreement with Virgin Media in October 2020 to make payments over three years for her mobi... (2 pages)View decision -
Decision Reference DRN-4661983
11 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4661983 The complaint A limited company, which I’ll refer to as ‘K’, is unhappy with how Lloyds Bank PLC administered its Bounce Back Loan (“BBL”). K’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr B’. What happened K had a BBL with Lloyds which fell i... (3 pages)View decision -
Decision Reference DRN-4598941
11 Mar 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4598941 The complaint Mr S has complained that Advantage Insurance Company Limited didn’t properly investigate a claim he made under his car insurance policy. He’s unhappy that the claim was settled with the costs being unrecovered from a third party, and the impact the claim had on hi... (2 pages)View decision -
Decision Reference DRN-4568095
11 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4568095 The complaint Miss P complains that Bank of Scotland plc trading as Birmingham Midshires (“BM Savings”) can’t locate an old savings account for which she holds a passbook recording that in 1997 she opened an account and deposited £2,500. Miss P wants BM Savings to pay out the p... (3 pages)View decision -
Decision Reference DRN-4554637
11 Mar 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4554637 The complaint Mr S has complained Marks & Spencer Financial Services plc, trading as M&S Bank, did nothing to help when he ended up buying vouchers supposedly to help out a work colleague. What happened In July 2023, Mr S was the victim of a scam. He was approached by a... (3 pages)View decision -
Decision Reference DRN-4341306
11 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4341306 The complaint Mr and Mrs R have complained about an application they made for a lifetime mortgage with Nationwide Building Society. They’ve said that Nationwide encouraged them to clear a support for mortgage interest (“SMI”) charge on their property, and then declined the appl... (6 pages)View decision -
Decision Reference DRN-4293132
11 Mar 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4293132 The complaint Mr and Mrs P have complained about the service they received from Barclays Bank UK PLC trading as Woolwich when the term ended on their mortgage. What happened Mr and Mrs P took out this mortgage in 2008. The mortgage offer issued in June 2008 indicates they were ... (4 pages)View decision -
Decision Reference DRN-4415903
11 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4415903 The complaint Mr and Mrs L complain about delays when they re-mortgaged with Santander UK Plc. They ask for compensation. What happened Mr and Mrs L’s interest rate product was due to expire on 31 October 2022. Their mortgage broker submitted an application on their behalf to S... (3 pages)View decision -
Decision Reference DRN-4629988
11 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4629988 The complaint Mr L complains that Lloyds Bank PLC (“Lloyds”) allowed a direct debit (“DD”) to be collected from his account without his authorisation. Mr L wants Lloyds to refund the DD’s. What happened Mr L discovered he’d been paying a second DD of £23 a month to a service pr... (3 pages)View decision -
Decision Reference DRN-4320218
11 Mar 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4320218 The complaint Mr A has complained that The Co-operative Bank Plc (‘The Co-op’) blocked his account without providing a reason why. He wants his account reopened and for the funds that were in it to be returned to him. What happened In November 2022 Mr A called The Co-op in orde... (3 pages)View decision
