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 360264 results
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Decision Reference DRN-4345492
24 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4345492 The complaint Mrs W complains that Santander did not tell her upfront that she could reserve an interest rate product for 14 days and as a result, she has ended up paying a higher interest rate than when she first enquired. What happened Mrs W received a letter from Santander l... (3 pages)View decision -
Decision Reference DRN-4392728
24 Feb 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4392728 The complaint Miss S and Mr S complain that National Westminster Bank Plc (NatWest) has treated them unfairly by not allowing them to change their chosen interest rate product without submitting a new application. What happened Miss S and Mr S chose to apply for a mortgage onli... (3 pages)View decision -
Decision Reference DRN-4641958
23 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4641958 The complaint Mr N complains that Lloyds Bank PLC didn’t refund a negative balance on his credit card for several months. What happened In June 2023 Mr N said he was undertaking a financial review and called Lloyds for an update about a credit card he’d with them. During this c... (3 pages)View decision -
Decision Reference DRN-4497599
23 Feb 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4497599 The complaint Mr K complains about being unable to withdraw his funds and close his Coventry Building Society savings account which has caused him a financial loss. What happened Mr K opened a Limited Access Saver Account with Coventry in December 2022 and, due to the terms and... (2 pages)View decision -
Decision Reference DRN-4538730
23 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4538730 The complaint Mr T complains about National Westminster Bank Plc’s cash withdrawal policy and service when he tried to make a large cash withdrawal. What happened Mr T travelled to a NatWest branch to withdraw £10,000 in cash to make a speculative car purchase. However, he was ... (3 pages)View decision -
Decision Reference DRN-4373666
23 Feb 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4373666 The complaint This complaint is being pursued by the executors of the estate of the late Mr R. The executors are his wife, Mrs R, and her son, who I will call Mr D for ease of use. Mrs R is also a complainant in her own right. She and Mr D are represented at this service by Mrs... (5 pages)View decision -
Decision Reference DRN-4573555
23 Feb 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4573555 The complaint Miss P complains Ikano Bank AV (publ) need to refund her for goods she didn’t receive. What happened The background facts are well known to the parties so I won’t cover those in great detail here. In summary, Miss P funded furniture from a retailer (‘the supplier’... (8 pages)View decision -
Decision Reference DRN-4628086
23 Feb 2024 The Energy Saving Trust Limited Not upheldConsumer CreditDRN-4628086 The complaint Mr T has complained about the quality of a car he bought using a fixed sum loan agreement from The Energy Saving Trust Limited (EST). What happened EST provided Mr T with £35,000 credit under a fixed sum loan agreement for him to put towards a new plug-in hybrid c... (10 pages)View decision -
Decision Reference DRN-4149976
23 Feb 2024 Invest Southwest Ltd Not upheldPensions and AnnuitiesDRN-4149976 The complaint Mr S has complained about the advice he received from Invest Southwest Ltd (Invest Southwest) in relation to his pension. He feels the advice was unsuitable as it was not in line with his risk profile. He has incurred financial loss which he feels Invest Southwest... (8 pages)View decision -
Decision Reference DRN-3593065
23 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3593065 The complaint Mr G says National Westminster Bank Plc (‘NatWest’) has unfairly declined a claim he made under sections 75 and 140A of the Consumer Credit Act 1974 (‘CCA’). What happened In 2015, Mr G paid £4,201 to buy a holiday club membership from a company I’ll call ‘Busines... (4 pages)View decision
