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-4362531
20 Feb 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4362531 The complaint Miss E complained that Sainsbury's Bank Plc (“Sainsbury’s”) irresponsibly granted her two personal loans (in July and October 2022) that she couldn’t afford to repay. What happened Miss E took out the first loan in July 2022. The amount was £4,000, and the mo... (4 pages)View decision -
Decision Reference DRN-4506710
20 Feb 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4506710 The complaint Mr and Mrs A complain about the service provided by Scottish Friendly Assurance Society Limited (Scottish Friendly) after they requested the surrender of a unit linked savings plan with life cover (‘the policy’). What happened Mr and Mrs A took out the policy with... (4 pages)View decision -
Decision Reference DRN-4633038
20 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4633038 The complaint Mr Q is unhappy with delays when he asked Santander to review some further information in relation to a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Mr Q says in 2021 he looked into getting a cosmetic treatment. He later agreed to ... (2 pages)View decision -
Decision Reference DRN-4506258
20 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4506258 The complaint Mr and Mrs C complain that Santander UK Plc won’t refund the money they transferred to a landscape firm, who has failed to complete the agreed work. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But br... (3 pages)View decision -
Decision Reference DRN-4600356
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4600356 The complaint Mrs K complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs K was looking... (2 pages)View decision -
Decision Reference DRN-4554360
20 Feb 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4554360 The complaint Mr H complains that MBNA Limited was irresponsible to lend to him. What happened Mr H was approved for a credit card with MBNA on 23 June 2003. The initial credit limit was £500 and, although Mr H requested an increase to £2,000 in June 2004, this was declined. Th... (2 pages)View decision -
Decision Reference DRN-4545129
20 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4545129 The complaint Mr W complains that TSB Bank Plc unfairly blocked his account and removed a payment made into his account. He’d like the account to be unfrozen and the funds to be returned to him. What happened Mr W held accounts with TSB. In August 2023 he received a payment of ... (2 pages)View decision -
Decision Reference DRN-4378811
20 Feb 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4378811 The complaint Mr D and Mr P complain that The Mortgage Works (TMW) failed to inform them that their mortgage term was coming to an end and they’ve lost out as a result. What happened Mr D and Mr P took out a Buy-to-Let mortgage with TMW in 2007. This was for a loan amount of £1... (3 pages)View decision -
Decision Reference DRN-4510231
20 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4510231 The complaint Ms B and Mr V complain that National Westminster Bank Plc (NatWest) blocked their accounts in respect of a fraud check despite them having advised it of a transaction in advance and offering to supply information. What happened In September 2023 Ms B and Mr V were... (2 pages)View decision -
Decision Reference DRN-4609141
20 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4609141 The complaint Miss F complains that esure Insurance Limited (“esure”) has poorly handled a claim made under her motor insurance policy and failed to provide her with regular updates. Any reference to esure includes respective agents and representatives. What happened The backgr... (2 pages)View decision
