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
-
Decision Reference DRN-4314330
29 Jan 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-4314330 The complaint Miss W complains about the interest rate charged on her mortgage with Landmark Mortgages Limited. She says Landmark has increased the interest rate in a way that isn’t fair and has forced her into financial hardship. What happened Miss W has a mortgage with Landma... (3 pages)View decision -
Decision Reference DRN-4581602
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4581602 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund the money he paid for an item he didn’t receive. Mr S has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For consistency, I’ll refer to... (5 pages)View decision -
Decision Reference DRN-4325246
29 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4325246 The complaint Mrs S has complained about Aviva Insurance Limited. She isn’t happy about the valuation of her car after it decided to buy her car back after a claim under her motor insurance policy and the service it provided. What happened Mrs S made a claim under her motor ins... (3 pages)View decision -
Decision Reference DRN-4583301
29 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4583301 The complaint Mr and Mrs H complain that Lloyds Bank PLC blocked some transfers they were trying to make when it was aware they were abroad and couldn't get in contact by phone. I'm aware that this concerns a joint account but for convenience I'll refer to Mr H t... (2 pages)View decision -
Decision Reference DRN-4409655
29 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4409655 The complaint Mr I complains that Barclays Bank UK PLC trading as Barclaycard unfairly provided him with a credit card account which was unaffordable for him. What happened In July 2017, Mr I took out a credit card account with Barclaycard. He was provided with an initial credi... (3 pages)View decision -
Decision Reference DRN-4447896
29 Jan 2024 The Governor and Company of the Bank of Ireland Not upheldMortgagesDRN-4447896 The complaint Miss J and Mrs J complain about their mortgage with The Governor and Company of the Bank of Ireland (BoI). They complain about charges for taking a new interest rate, and for a field agent sent to their property in 2019. They also complain that BoI has overcharged... (4 pages)View decision -
Decision Reference DRN-4581597
29 Jan 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4581597 The complaint A company which I will refer to as ‘L’ complains that Metro Bank Plc gave them an incorrect information when they made a payment abroad, and that resulted in a financial loss. What happened In April 2023, L had to make a payment to one of its service providers bas... (5 pages)View decision -
Decision Reference DRN-4584816
29 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4584816 The complaint Mr H complained about the level of customer service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr H had his boiler serviced regularly by British Gas under his policy. A month after his service, Mr ... (3 pages)View decision -
Decision Reference DRN-4585777
29 Jan 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4585777 The complaint Mr A complains Nationwide Building Society closed his credit card account without his permission. What happened Mr A’s credit card account was closed in September 2020 without Mr A’s permission, and he did not become aware of this until August 2022 when he contact... (5 pages)View decision -
Decision Reference DRN-4452664
29 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4452664 The complaint Mrs J complains about delays and poor service when trying to access funds saved in her passbook account with TSB Bank plc. What happened Mrs J had a passbook savings account with TSB that had a balance of around £101,000 in November 2022. Mrs J’s explained that sh... (3 pages)View decision
