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-5160288
20 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5160288 The complaint Mrs L is complaining about MBNA Limited because she believes it reported incorrect information about the status of her account to the credit reference agencies (CRAs). What happened Mrs L has a credit card account with MBNA. In October 2022, she entered a Debt ... (2 pages)View decision -
Decision Reference DRN-5070265
20 Nov 2024 BISL Limited Not upheldInsuranceDRN-5070265 The complaint Mrs K complains about the way BISL Limited handled a claim she made on her motor insurance policy. What happened In March 2023 Mrs K’s car was involved in an accident, and she contacted BISL to make a claim through her motor insurance policy. Mrs K says BISL t... (2 pages)View decision -
Decision Reference DRN-5135807
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5135807 The complaint Mrs G is unhappy that Santander UK Plc won’t reverse a change of account that she instructed by mistake. What happened Mrs G had a Santander 123 account and wanted to compare the 123 account with a Santander Edge account, as Santander were offering Mrs G the op... (2 pages)View decision -
Decision Reference DRN-4935602
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4935602 The complaint A company, which I will refer to as T, complains that National Westminster Bank Plc, trading as Mettle, declined their application for a business account unfairly. Mr C brings the complaint on behalf of T. What happened On 14 February 2024 Mr C applied on behal... (2 pages)View decision -
Decision Reference DRN-5159490
20 Nov 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5159490 The complaint Ms K’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit... (12 pages)View decision -
Decision Reference DRN-4636315
20 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4636315 The complaint Mr C complains, via a representative, that HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C fell vict... (2 pages)View decision -
Decision Reference DRN-4962142
20 Nov 2024 Stonebridge Mortgage Solutions Ltd Not upheldMortgagesDRN-4962142 The complaint Mr and Mrs M complain about services provided by an appointed representative of Stonebridge Mortgage Solutions Ltd (“Stonebridge”) when it advised and arranged a mortgage for them. What happened In August 2023 Mr and Mrs M were looking to arrange a re-mortgage.... (3 pages)View decision -
Decision Reference DRN-4780722
20 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4780722 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties. The facts about what happened aren’t in dispute, so I’ll ... (2 pages)View decision -
Decision Reference DRN-5077383
20 Nov 2024 First Central Underwriting Limited Not upheldInsuranceDRN-5077383 The complaint Mrs R complains that First Central Underwriting Limited (First Central) cancelled her car insurance policy without telling her. What happened Mrs R took out a car insurance policy through a comparison website with First Central in January 2024. First Central s... (2 pages)View decision -
Decision Reference DRN-5148746
20 Nov 2024 Intelligent Lending Limited UpheldMortgagesDRN-5148746 The complaint Mr and Mrs G complain that Intelligent Lending trading as Ocean recommended a second charge loan that was unsuitable for them. What happened Your In 2018, Ocean recommended that Mr and Mrs G should take took out a secured second charge loan. The loan was for £9... (4 pages)View decision
