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 347829 results
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Decision Reference DRN-4963834
27 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4963834 The complaint This complaint has been brought by Mrs G in her capacity as administrator of the estate of the late Mr G. The complaint is about a mortgage account the late Mr G held with Barclays Bank UK PLC. Mrs G says that Barclays has acted unfairly in treating the mortga... (4 pages)View decision -
Decision Reference DRN-5042168
27 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5042168 The complaint Mr A complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr A is being represented by a claims management company, however, for e... (7 pages)View decision -
Decision Reference DRN-5010825
27 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5010825 The complaint Mrs B complains about the service provided by HSBC UK Bank Plc (‘HSBC’) when it stopped a payment she wanted to make. She also holds HSBC responsible for the fact that the payment was subsequently returned after she successfully completed HSBC’s verification pr... (3 pages)View decision -
Decision Reference DRN-4937154
27 Sep 2024 Nationwide Building Society Not upheldMortgagesDRN-4937154 The complaint Mr and Mrs F’s complaint is about their re-mortgage with Nationwide Building Society. Mr and Mrs F say that they were carrying out extensive building work on their property, but it wasn’t until the day of completion in May 2023 that they were made aware that t... (3 pages)View decision -
Decision Reference DRN-5047235
27 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5047235 The complaint Mr H has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim he’d made under section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”). What happened On 21 August 2014, Mr H signed a loan agreement for a fixed sum lo... (8 pages)View decision -
Decision Reference DRN-4856678
27 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4856678 The complaint Miss R complains that Lloyds Bank PLC Ltd won’t refund money she lost when she was a victim of a crypto investment scam. Miss R is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’... (5 pages)View decision -
Decision Reference DRN-4825157
27 Sep 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4825157 The complaint Miss C complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance misallocated her payment and then didn’t provide a reasonable service when she contacted it about this. What happened Miss C entered into a conditional sale agreement wit... (3 pages)View decision -
Decision Reference DRN-5043821
27 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5043821 The complaint Mr H is unhappy with how National Savings and Investments (“NS&I”) administered the new product application he attempted to make with them. What happened Mr H lives works overseas, and while overseas wanted to open a three-year NS&I Green Savings Bond ... (3 pages)View decision -
Decision Reference DRN-5025821
27 Sep 2024 Fluent Money Limited UpheldMortgagesDRN-5025821 The complaint Mrs I complains that Fluent Money Limited incorrectly recommended that she should take out a second charge loan. As a result, she breached the conditions of her help-to-buy loan and lost a mortgage offer. What happened Mrs I bought her home under the help-to-bu... (7 pages)View decision -
Decision Reference DRN-4972792
27 Sep 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4972792 The complaint Mr A has complained that after he left the services of his employer, Computershare Investor Services Plc (‘CIS’) didn’t administer his Save As You Earn (‘SAYE’) scheme as it should have done. As a result, Mr A says he hasn’t been treated fairly as a customer an... (5 pages)View decision
