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-4664200
8 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4664200 The complaint Mr G complains that Nationwide Building Society won’t contact his energy supplier when they made an error with the direct debit they collected. What happened Mr G says that Nationwide allowed his energy supplier to take a direct debit from his account, which he fe... (2 pages)View decision -
Decision Reference DRN-4670174
8 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670174 The complaint Mrs S, on behalf of ‘S’, complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detai... (4 pages)View decision -
Decision Reference DRN-4616623
8 Mar 2024 Northern Bank Limited Not upheldMortgagesDRN-4616623 The complaint Mr and Mrs O complain about the way Northern Bank Limited, trading as Danske Bank, has treated them in connection with their secured self-build home loan. What happened Mr and Mrs O took out a secured self-build home loan of £125,000 with Danske over a term of 18 ... (3 pages)View decision -
Decision Reference DRN-4670331
8 Mar 2024 TFLI Ltd UpheldConsumer CreditDRN-4670331 The complaint Mr B is complaining about TFLI Ltd trading as www.lightfinance.co.uk because he says it used his personal data incorrectly. What happened Mr B enquired about a loan online with TFLI in May 2022. His details were then passed to third parties without his agreement a... (2 pages)View decision -
Decision Reference DRN-4537077
8 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4537077 The complaint Mr M complains that he’s been charged an early repayment charge (ERC) on the mortgage he held with Bank of Scotland plc trading as Birmingham Midshires (BM) when repaying it. He says he was given conflicting information and believes he paid it off when he was allo... (4 pages)View decision -
Decision Reference DRN-4555912
8 Mar 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4555912 The complaint Mr N complains that AXA PPP Healthcare has unfairly declined his claim for treatment under his private medical insurance policy. Mr N has been represented by his father when making this complaint, however, for ease, any reference to Mr N will include any comments ... (4 pages)View decision -
Decision Reference DRN-4518751
8 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4518751 The complaint Mr H complains that Nationwide Building Society has discriminated against him as they won’t allow him to change his account type. What happened Mr H is a Nationwide account holder and the type of his account he holds charges him a monthly fee to use. Mr H moved ov... (4 pages)View decision -
Decision Reference DRN-4507685
8 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4507685 The complaint Miss T complains that Barclays Bank UK PLC trading as Barclaycard gave her incorrect information about regarding her debt. What happened Miss T held an account with Barclaycard which defaulted in 2017 after it fell into arrears and remained unpaid. In 2021 Miss T ... (2 pages)View decision -
Decision Reference DRN-4603177
8 Mar 2024 Bank of Ireland (UK) Plc UpheldMortgagesDRN-4603177 The complaint Mr and Mrs T complain that Bank of Ireland (UK) Plc (BoI) didn’t honour the offer of a lower interest rate on their buy to let mortgage. What happened Mr and Mrs T have several buy to let mortgages with BoI. I’ll refer to the mortgage at the centre of this case as... (3 pages)View decision -
Decision Reference DRN-4670155
8 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4670155 The complaint Mr J complains esure Insurance Limited trading as Sheilas' Wheels (“esure”) has unfairly decided to settle a claim against his policy on a split liability basis. What happened The details of the complaint are well known to both parties, so I won’t repeat them... (2 pages)View decision
