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 354447 results
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Decision Reference DRN-5209452
16 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5209452 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (17 pages)View decision -
Decision Reference DRN-5214151
16 Dec 2024 MBNA Limited UpheldBanking and PaymentsDRN-5214151 The complaint Miss S complains that MBNA Limited defaulted her credit card account while she was still making repayments. What happened Miss S has two separate credit card accounts with MBNA – one of which has now defaulted, which is the crux of her complaint. Miss S says ... (7 pages)View decision -
Decision Reference DRN-5123430
16 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5123430 The complaint Mr and Mrs W complain about how Nationwide Building Society has treated their overpayments. What happened Mr and Mrs W have a mortgage with Nationwide and started making regular overpayments in 2013 as they understood it they would reduce the term by doing so. ... (3 pages)View decision -
Decision Reference DRN-5139775
16 Dec 2024 Yorkshire Building Society UpheldMortgagesDRN-5139775 The complaint Mr M complains that after he accepted a remortgage deal with Yorkshire Building Society trading as Chelsea Building Society (“CBS”), the figures changed. He said that CBS had withdrawn his offer, without his agreement, and then insisted on charging him more. Wh... (3 pages)View decision -
Decision Reference DRN-5213779
16 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5213779 The complaint Mrs N complains that Santander Consumer (UK) Plc has been charging her for repayments under a loan agreement that she wasn’t aware had been provided when she acquired a car through a separate finance agreement. What happened Mrs N entered into a finance agreeme... (4 pages)View decision -
Decision Reference DRN-4975832
16 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-4975832 The complaint Mr A has complained that Vitality Health Limited declined a claim made under his private medical insurance cover. What happened Mr A’s cover commenced in August 2023 on moratorium underwriting terms. On 18 September 2023 he had a consultation with a Vitality GP... (2 pages)View decision -
Decision Reference DRN-4991194
16 Dec 2024 Topaz Finance Limited UpheldMortgagesDRN-4991194 The complaint Mr and Mrs E have complained about two buy to let (“BTL”) mortgages they held with Topaz Finance Limited trading as Hyalite Mortgages. What happened Mr and Mrs E applied for these two mortgages through two separate mortgage brokers. The mortgages were taken out... (6 pages)View decision -
Decision Reference DRN-5213993
16 Dec 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-5213993 The complaint Mr B complains Barclays Bank UK PLC trading as Barclaycard failed to complete his Data Subject Access Request (DSAR) promptly or correctly. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied th... (5 pages)View decision -
Decision Reference DRN-4992595
16 Dec 2024 Experian Limited Not upheldConsumer CreditDRN-4992595 The complaint Mr S says Experian Limited retained his bank details after he’d withdrawn his consent for them to do so. What happened In February 2024 Mr S signed up for Experian Boost. In doing so he provided his consent for Experian to retain and use his bank details, in o... (2 pages)View decision -
Decision Reference DRN-5213945
16 Dec 2024 Metropolitan Police Friendly Society Limited UpheldBanking and PaymentsDRN-5213945 The complaint This complaint is about a series of savings plans held by the late Mr P with Metropolitan Police Friendly Society Limited, trading as Metfriendly, and referred to hereafter as MPFS. The essence of the complaint is that when his widow Mrs P sought to claim the ... (4 pages)View decision
