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-5012591
26 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5012591 The complaint A company, which I’ll refer to as K, complains that after months of negotiations, HSBC UK Bank Plc didn’t restructure the company’s lending into fixed rate term loans. What happened K had a number of commercial loans from HSBC. In January 2022, the bank approve... (3 pages)View decision -
Decision Reference DRN-5137010
26 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5137010 The complaint Miss T complains about the way Aviva Insurance Limited handled a claim she made on her motor insurance policy. Any reference to Aviva also includes its appointed agents. What happened Miss T was involved in an accident whilst driving her car in March 2023. She ... (2 pages)View decision -
Decision Reference DRN-4805078
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4805078 The complaint Mrs B is unhappy that Lloyds Bank PLC (Lloyds) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP scam). What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here,... (3 pages)View decision -
Decision Reference DRN-5171340
26 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5171340 The complaint Mr G, a sole trader, complains that Starling Bank Limited (Starling) didn’t cover the cost of missed payments when the Direct Debit he had set up didn’t go though. What happened In July 2023, Mr G became aware that his Direct Debits to his local council hadn’t ... (2 pages)View decision -
Decision Reference DRN-4870263
26 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-4870263 The complaint L, a limited company, complains that U K Insurance Limited (‘UKI’) accepted a claim under a property owners insurance policy, and that this led to an increase in their premiums. Any reference to UKI includes the actions of its agents. What happened L holds a ... (3 pages)View decision -
Decision Reference DRN-5093836
26 Nov 2024 Bank of Scotland Plc UpheldMortgagesDRN-5093836 The complaint Ms C complains that Bank of Scotland plc trading as Halifax mismanaged her mortgage application which cost her the loss of a deposit, solicitors fees and a valuation fee. What happened Ms C was a first-time buyer who got a Mortgage Promise from Halifax for a lo... (2 pages)View decision -
Decision Reference DRN-5107074
26 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5107074 The complaint Mr A complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr A has explained that on 28 March... (3 pages)View decision -
Decision Reference DRN-5073703
26 Nov 2024 TSB Bank plc Not upheldMortgagesDRN-5073703 The complaint Ms E complains that TSB Bank plc unfairly declined her application for a buy to let mortgage. She asks for compensation and an apology for the stress and frustration this has caused. What happened In late 2023 Ms E applied to TSB for a buy to let mortgage via a... (3 pages)View decision -
Decision Reference DRN-5109077
26 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5109077 The complaint Ms W complains that Barclays Bank UK PLC caused a data breach when her work colleagues were allowed access to her personal accounts online. What happened Ms W held her personal account with Barclays. She also had access to her employer’s bank account which was ... (2 pages)View decision -
Decision Reference DRN-5073610
26 Nov 2024 Leeds Building Society UpheldMortgagesDRN-5073610 The complaint This complaint is about a mortgage Ms B held with Leeds Building Society (LBS) until earlier this year when she repaid it in full. The essence of the complaint is that LBS kept the account open after it had been redeemed, and sent Ms B a letter telling her she... (2 pages)View decision
