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-4668201
8 Mar 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4668201 The complaint Miss P complains that Chetwood Financial Limited trading as BetterBorrow was irresponsible to agree a loan for her. What happened BetterBorrow agreed a loan of £10,000 for Miss P in July 2022. The total amount owed was £15,344.82 to be repaid at £319.69 a month ov... (4 pages)View decision -
Decision Reference DRN-4592457
8 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4592457 The complaint Mrs S complains that she received poor customer service from Metro Bank PLC (Metro) when she wanted to reserve and use a safe deposit box in branch. What happened Mrs S reserved a safe deposit box online. She went to branch to complete the reservation process and ... (2 pages)View decision -
Decision Reference DRN-4661254
8 Mar 2024 Cabot Credit Management Group Limited Not upheldBanking and PaymentsDRN-4661254 The complaint Mr M complains about the way Cabot Credit Management Group Limited trading as Cabot Financial (Cabot) dealt with a request for information. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: I... (4 pages)View decision -
Decision Reference DRN-4609335
8 Mar 2024 Scottish Equitable Plc Not upheldInvestmentsDRN-4609335 The complaint Mrs B and Mrs W, as executors of the estate of the late Mrs S, complain that Scottish Equitable Plc trading as Aegon has failed to pay the proceeds of a bond that were due on the death of Mrs S. What happened Mrs S sadly passed away in 2022. Her executors complain... (3 pages)View decision -
Decision Reference DRN-4625952
8 Mar 2024 Halifax Share Dealing Limited UpheldInvestmentsDRN-4625952 The complaint Mr G complains that Halifax Share Dealing Limited (“Halifax”) overcharged him in respect of his sharedealing account. What happened Mr G holds two share dealing accounts with Halifax, which it says sit behind two separate customer profiles – one under the Halifax ... (3 pages)View decision -
Decision Reference DRN-4539366
8 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4539366 The complaint Mr W and Mrs M have complained about an application they made – via a mortgage broker – to Barclays Bank UK PLC for a further advance on their mortgage. What happened Mr W and Mrs M had a residential mortgage with Barclays. In October 2021 Mr W and Mrs M spoke to ... (11 pages)View decision -
Decision Reference DRN-4547335
8 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4547335 The complaint Miss C complains that National Westminster Bank Plc blocked two payments she tried to make from her account and failed to contact her about unblocking them. As a result there was a delay in transferring the money out of her account. What happened In April 2023 Mis... (2 pages)View decision -
Decision Reference DRN-4542750
8 Mar 2024 Trussle Lab Ltd UpheldMortgagesDRN-4542750 The complaint Mr W and Mrs M have complained about an application they made through Trussle Lab Ltd trading as Trussle for a further advance on their mortgage. What happened Mr W and Mrs M had a residential mortgage with a lender I’ll call B. In October 2021 Mr W and Mrs M spok... (12 pages)View decision -
Decision Reference DRN-4618940
8 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4618940 The complaint Mr F complains that Revolut Ltd has failed to refund €3,928.05 he says he lost to a scam. What happened The background to this complaint is well known to both parties, and so I’ll only refer to some key events here. Mr F opened an account with Revolut in December ... (3 pages)View decision -
Decision Reference DRN-4671612
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4671612 The complaint Mrs E, who has a representative, complains Monzo Bank Ltd didn’t do enough when she fell victim to a scam. What happened Mrs E has a Monzo account and an account with a bank elsewhere who I’ll refer to as “N” in the rest of this decision. Mrs E says she was in a v... (3 pages)View decision
