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-4602881
12 Mar 2024 Prudential Lifetime Mortgages Limited Not upheldMortgagesDRN-4602881 The complaint Mr A1, in his capacity as the executor of the estate of his late father Mr A, complains about Mr A’s lifetime mortgage with Prudential Lifetime Mortgages Limited. Mr A1 says the loan was mis-sold because his father had dementia at the time. And he says that Pruden... (4 pages)View decision -
Decision Reference DRN-4370830
12 Mar 2024 The Co-operative Bank Plc Not upheldMortgagesDRN-4370830 The complaint Mr D complains that The Co-operative Bank Plc trading as Platform refused to extend his consent to let (“CTL”) term on his mortgage. What happened Mr D took out a residential mortgage in 2018 with Platform and a five year fixed rate product which was to last until... (2 pages)View decision -
Decision Reference DRN-4665169
12 Mar 2024 Valour Finance Limited UpheldConsumer CreditDRN-4665169 The complaint Mr W complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) should’ve carried out further checks before it granted unaffordable loans to him. What happened A summary of Mr W’s borrowing can be found in the table below. loan number loan amount agre... (6 pages)View decision -
Decision Reference DRN-4662332
12 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4662332 The complaint Ms W complains about her mortgage with Santander UK Plc. She doesn’t agree that it’s accurately recorded when her mortgage has been in arrears or that the current balance is correct. What happened Ms W has an interest only mortgage with Santander, taken out in 200... (5 pages)View decision -
Decision Reference DRN-4525752
12 Mar 2024 Paragon Bank Plc Not upheldInvestmentsDRN-4525752 The complaint Mr S complains that Paragon Bank Plc (“Paragon”) failed to request the transfer of his ISA savings from another provider in a timely manner. What happened Mr S held an ISA with a firm that I will call H. He decided to transfer his ISA monies from H to Paragon in J... (4 pages)View decision -
Decision Reference DRN-4386487
12 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4386487 The complaint Mr B’s complaint about Nationwide Building Society (NBS) relates to its decision to commence legal action against him when his mortgage account fell into arrears. What happened On 5 January 2015 Mr B took out a repayment mortgage with NBS over a 25-year term. In 2... (4 pages)View decision -
Decision Reference DRN-4630157
12 Mar 2024 Evergreen Finance London Limited Not upheldConsumer CreditDRN-4630157 The complaint Mr G complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) failed to carry out reasonable and proportionate checks before it gave him these loans. What happened A summary of Mr G’s borrowing can be found ... (4 pages)View decision -
Decision Reference DRN-4675363
12 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4675363 The complaint Mr O complains that Barclays Bank UK PLC didn’t transfer his funds as arranged in branch in August 2022 and then closed his accounts without notice. What happened Mr O visited a Barclays branch in August 2022. Because he isn’t a UK resident it was agreed that he w... (4 pages)View decision -
Decision Reference DRN-4665622
12 Mar 2024 National House-Building Council UpheldInsuranceDRN-4665622 The complaint Mr H and Ms B complain about the way National House-Building Council (NHBC) handled a claim they made under their new home warranty. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumstances aren’t in dispute,... (3 pages)View decision -
Decision Reference DRN-4430487
12 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4430487 The complaint Mr M complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M has an account with HSBC with a debit card. In February 2023 Mr M’s representatives complained to us that Mr M had been the victim of an a... (3 pages)View decision
