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 353101 results
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Decision Reference DRN-4672820
13 Mar 2024 Elderbridge Limited UpheldMortgagesDRN-4672820 The complaint Mr and Mrs M complain that Elderbridge Limited led them to believe that their secured loan was paid off, only later to tell them they still owed a significant amount of interest. What happened In 2007, Mr and Mrs M took a secured loan for £61,000 with another lend... (4 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision -
Decision Reference DRN-4678665
13 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4678665 The complaint Mr and Mrs O complain that Santander UK Plc (Santander) refused to honour an interest rate on part of their mortgage that they believed had been agreed over the phone in June 2023. What happened Mr and Mrs O hold a mortgage with Santander split across two accounts... (3 pages)View decision -
Decision Reference DRN-4605574
13 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4605574 The complaint Mrs D complains Clydesdale Bank PLC trading as Virgin Money (Virgin) provided poor service when dealing with the maturity of her fixed rate ISA. What happened Mrs D says she held a fixed rate Individual Savings Account (ISA) with Virgin which matured in late Octob... (3 pages)View decision -
Decision Reference DRN-4605312
13 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4605312 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he’s lost as the result of falling victim to scams. What happened Mr C is represented in this case, but as the account is in his name and he made all the transactions, I’ll refer ... (7 pages)View decision -
Decision Reference DRN-4643128
12 Mar 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4643128 The complaint Mr K complains that St James’s Place UK plc (SJP) failed to process his pension transfer request to his employers’ pension scheme causing him inconvenience and losses. He wants compensation for his losses. What happened Mr K had a personal pension plan with SJP wh... (3 pages)View decision -
Decision Reference DRN-4632754
12 Mar 2024 UIA (Insurance) Limited UpheldInsuranceDRN-4632754 The complaint Mr C and Ms G are unhappy with the way UIA (insurance) Limited has handled claim made on their home insurance policy (‘the policy’). All reference to UIA includes its loss adjusters. What happened Mr C and Ms G’s home was damaged by smoke emitting from a tumble dr... (12 pages)View decision -
Decision Reference DRN-4435030
12 Mar 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4435030 The complaint Mr K complains that HSBC UK Bank Plc wouldn’t allow him to take a six month payment holiday on his mortgage. What happened Mr K has a mortgage with HSBC. The mortgage is secured over a leasehold property. Mr K was in arrears on the service charge owed to the freeh... (2 pages)View decision -
Decision Reference DRN-4424093
12 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4424093 The complaint Mr R complains Clydesdale Bank Plc, trading as Virgin Money, restricted his account without warning nor explanation causing him substantive distress and inconvenience. Mr R adds this happened at a time he discovered he had a serious illness, and he has been discri... (4 pages)View decision -
Decision Reference DRN-4516679
12 Mar 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4516679 The complaint Mrs M is complaining about HSBC UK Bank Plc trading as first direct because of problems she encountered when making enquiries about settling her loan account. She’s raised the following key issues: On 13 October 2023, HSBC failed to tell her the settlement quote ... (3 pages)View decision
