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-4565722
7 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4565722 The complaint Ms F is unhappy that Clydesdale Bank Plc, trading as Virgin Money, took action in regard to a debt that she had included in a Debt Relief Order (DRO). Ms F is assisted in this complaint by her authorised representative. What happened Ms F had an outstanding balanc... (3 pages)View decision -
Decision Reference DRN-4567012
7 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4567012 The complaint Mr H complains that Lloyds Bank PLC won’t reimburse him the money he transferred to a fraudster. What happened Mr H has explained he was looking for a ‘work from home’ position and had applied for roles on a known employment website. He received communication from... (4 pages)View decision -
Decision Reference DRN-4364695
7 Feb 2024 Nationwide Building Society Not upheldMortgagesDRN-4364695 The complaint Mr S complains that Nationwide Building Society didn’t provide the information he requested about the cost of repaying his mortgage and details of its charge on his property. He asks that it provides this information and pays compensation for wasting his time. Wha... (2 pages)View decision -
Decision Reference DRN-4591826
7 Feb 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4591826 The complaint Mr K’s complaint arises from a series of purchases of timeshare interests which were financed, in whole or in part, with credit from Clydesdale Financial Services Limited (which trades as Barclays Partner Finance, and which I’ll call “BPF”). He says that the lendi... (3 pages)View decision -
Decision Reference DRN-4354665
7 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4354665 The complaint Mr S complains that Monzo Bank Ltd have unfairly taken £1,800 from him that was reported as fraudulent. He’d like the funds returned to him. What happened Mr S held an account with Monzo. In January 2023 he transferred in £1,800 from an account he held with an e-m... (3 pages)View decision -
Decision Reference DRN-4439053
7 Feb 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4439053 The complaint Mr E complains that BMW Financial Services(GB) Limited (“BMWFS”) has unfairly charged him for excess mileage under a hire purchase agreement and that the finance agreement was mis-sold to him. What happened In June 2018, Mr E acquired a car using a hire purchase a... (3 pages)View decision -
Decision Reference DRN-4540444
7 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4540444 The complaint Mr P complains that National Westminster Bank (NatWest) didn’t carry out his ISA transfer instruction. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr P says he ... (2 pages)View decision -
Decision Reference DRN-4357925
7 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4357925 The complaint Miss S complains about several service problems with NewDay Ltd trading as Aqua (Aqua). What happened Miss S had an Aqua credit card from NewDay. In December 2022, the limit was £900 and the balance was £942.63. The payment required was £52.06 plus a ‘recommended ... (5 pages)View decision -
Decision Reference DRN-4596378
7 Feb 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4596378 The complaint Mr R has complained about Hiscox Insurance Company Limited’s decision to turn down his claim under his Cycle Insurance policy. What happened Mr R’s fold-up bike was stolen from a train and he claimed under his policy for it. Hiscox turned his claim down on the bas... (3 pages)View decision -
Decision Reference DRN-4580493
7 Feb 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4580493 The complaint Miss F and Mr M complain that Astrenska Insurance Limited, trading as Collinson Insurance, declined their claim against their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in ... (3 pages)View decision
