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 342371 results
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Decision Reference DRN-4857899
9 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4857899 The complaint Mr I complains about the automated telephone banking service provided by Barclays Bank UK PLC (Barclays) in that it has not consistently provided all the information he required. This has caused inconvenience and wasted time. What happened Up until mid-2023, Mr I ... (3 pages)View decision -
Decision Reference DRN-4863255
9 Jul 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4863255 The complaint Mr F’s complaint is about a mortgage account he holds with Clydesdale Bank Plc trading as Virgin Money. Mr F says that Clydesdale is not correctly offsetting his linked savings accounts, as a result of which he has been financially disadvantaged. To settle the com... (3 pages)View decision -
Decision Reference DRN-4782325
9 Jul 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4782325 The complaint Miss C complains that Harvey & Thompson Limited trading as H & T Pawnbrokers (H&T) sold her jewellery under a loan agreement. What happened Miss C had five loan agreements running with H&T which I set out: No. Loan Term Start Expiry Security ‘Pled... (3 pages)View decision -
Decision Reference DRN-4897132
9 Jul 2024 Charteris Treasury Portfolio Managers Limited UpheldPensions and AnnuitiesDRN-4897132 The complaint Mr C says Charteris Treasury Portfolio Managers Limited (Charteris) is responsible for a delay in the switch of funds from his Self-invested Personal Pension (SIPP) to a different pension provider. He says this caused him financial detriment and distress. What hap... (4 pages)View decision -
Decision Reference DRN-4895087
9 Jul 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4895087 The complaint Mrs N is unhappy with how Tesco Personal Finance PLC trading as Tesco Bank (TB) handled her request for help under Section 75 of the Consumer Credit Act 1974. What happened In March 2022 Mrs N used her TB credit card to pay for a cruise for her and her family thro... (3 pages)View decision -
Decision Reference DRN-4788338
9 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4788338 The complaint Miss L complains about the actions of Revolut Ltd when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In December 2023 Miss L r... (3 pages)View decision -
Decision Reference DRN-4878307
9 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4878307 The complaint Mrs M complains that Clydesdale Bank Plc trading as Virgin Money hasn’t done enough to assist her in recovering money she paid to a third party supplier using her credit card. What happened Mrs M is a sole trader who runs a clothing retail business. She used her V... (3 pages)View decision -
Decision Reference DRN-4691517
9 Jul 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-4691517 The complaint Mr C says Sun Life Assurance Company of Canada (U.K.) Limited (Sun Life) provided him with unsuitable advice to take out a personal pension plan as a means of paying off his mortgage, using the tax-free cash (TFC) lump sum to do this. Mr C is represented by TTP Fi... (3 pages)View decision -
Decision Reference DRN-4502880
9 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4502880 The complaint Mr D complains that Starling Bank Limited delayed crediting his account with incoming funds and gave incorrect information which led to embarrassment and financial loss for him. What happened Mr D transferred a large sum of money in Euros from an account of his ov... (3 pages)View decision -
Decision Reference DRN-4890184
9 Jul 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-4890184 The complaint Mrs and Mr J complain that London and Country Mortgages Ltd (L&C), failed to provide suitable advice when recommending a mortgage for their new home. What happened I set out a brief summary of this complaint to both sides in February 2024 when I issued a provi... (6 pages)View decision