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 352408 results
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Decision Reference DRN-5132692
20 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5132692 The complaint Mrs D is unhappy that Nationwide Building Society won’t reimburse payments made by her eight-year-old son using her account. What happened In March 2024, Mrs D asked Nationwide to reimburse a series of payments that she’d noticed her young son had made while us... (2 pages)View decision -
Decision Reference DRN-5093152
20 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5093152 The complaint Mr L complains Monzo Bank Ltd (Monzo) didn’t provide him with any notice before it closed his bank account. What happened Mr L says he held a bank account with Monzo and without any notice he was told his bank account was being closed in January 2023. Mr L does... (2 pages)View decision -
Decision Reference DRN-5121782
20 Nov 2024 Saga Services Limited Not upheldInsuranceDRN-5121782 The complaint Mrs G complains about how Saga Services Limited (Saga).dealt with liability for a historical claim she made under her motor insurance policy with a previous insurer, leading to an increase in her premium. References to Saga in this decision include their agent... (3 pages)View decision -
Decision Reference DRN-5123377
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5123377 The complaint Mr T complains Santander UK plc (Santander) unfairly refused a payment for his travel home causing him severe inconvenience and upset. What happened Mr T says in late June 2024 Santander declined a payment for his bus fare following a medical appointment, which... (3 pages)View decision -
Decision Reference DRN-5134082
20 Nov 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5134082 The complaint Ms F has complained that North Edinburgh and Castle Credit Union Limited (“Castle Credit”) acted irresponsibly when it approved her application for a loan in early 2023. Background Ms F applied for a £10,000 loan with Castle Credit in January 2023. She said the... (3 pages)View decision -
Decision Reference DRN-4547944
20 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4547944 The complaint Miss K complains that TSB Bank Plc (as the recipient bank) didn’t do enough to prevent her losing money to an alleged scam. Miss K has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Miss K herself where I also ... (2 pages)View decision -
Decision Reference DRN-5063828
20 Nov 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5063828 The complaint Mr W complains that Automobile Association Insurance Services Limited (AAISL) automatically renewed his motor insurance policy without his permission. What happened Mr W purchased a motor policy through a comparison website in March 2023 but said he was unawar... (3 pages)View decision -
Decision Reference DRN-5154128
20 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5154128 The complaint Mr M complains that Barclays Bank UK PLC unfairly withdrew his mortgage offer. Mr M wants compensation in line with the loss of the savings that would have been achieved had the mortgage offer proceeded. What happened Mr M wanted to consolidate his debts by tak... (5 pages)View decision -
Decision Reference DRN-4980947
20 Nov 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4980947 The complaint Mr W complains that St James’s Place Wealth Management PLC (SJP) wrongfully received payments from his pension. He says he would like all the payments returned, with interest. Mr W also complains that the statements he received weren’t clear and, as he had to c... (5 pages)View decision -
Decision Reference DRN-5068474
20 Nov 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5068474 The complaint Mrs W complains on behalf of herself and her husband, Mr W, about the service they received from Paragon Bank Plc (“Paragon”) when attempting to open up ISA’s with it. In particular, they are unhappy about Paragon’s identification and verification (ID&V) re... (4 pages)View decision
