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-4692615
16 Apr 2024 United Trust Bank Limited Not upheldBanking and PaymentsDRN-4692615 The complaint Mr O complains that United Trust Bank Limited (UTB) failed to remind him that his investment was about to mature. Because of this, Mr O lost out on interest. Mr O wants UTB to compensate him for the lost interest and inconvenience. What happened Mr O held a one ye... (3 pages)View decision -
Decision Reference DRN-4745107
16 Apr 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4745107 The complaint Mr W complains about J.P. Morgan Europe Limited, trading as Chase, placing an unfair limit on withdrawals causing him a financial loss. What happened I issued a second provisional decision on 21 March 2024, and this is what I said: I’ve considered the relevant inf... (6 pages)View decision -
Decision Reference DRN-4674244
16 Apr 2024 Equifax Limited UpheldConsumer CreditDRN-4674244 The complaint Mr H complains about the level of service he received from Equifax Limited. What happened In 2023, Mr H discovered that the name of one of his lenders appeared incorrectly on his Equifax credit file. Mr H uses a third party business, I will refer to as C, to acces... (2 pages)View decision -
Decision Reference DRN-4693924
16 Apr 2024 Santander UK Plc Not upheldConsumer CreditDRN-4693924 The complaint Mrs V complains that Santander UK Plc (“Santander”) provided her with credit she couldn’t afford to repay. What happened Santander approved a loan of £7,500 for Mrs V in October 2018. The loan was to be repaid at £167.57 per month over a 60 month period. Mrs V say... (2 pages)View decision -
Decision Reference DRN-4715061
16 Apr 2024 Principality Building Society Not upheldBanking and PaymentsDRN-4715061 The complaint Mr B complains about how Principality Building Society (PBS) processed a transfer of a cash ISA (Individual Savings account) held with another building society to them, information they gave and, their refusal to offer a compensatory gesture after he complained. W... (2 pages)View decision -
Decision Reference DRN-4605372
16 Apr 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4605372 The complaint Mr D complains that Monzo Bank Ltd lent to him irresponsibly. He says Monzo didn’t do enough to check he could afford to repay the lending sustainably. Mr D says the loan was unaffordable. What happened Mr D applied for a loan of £7,000 with Monzo in October 2021.... (3 pages)View decision -
Decision Reference DRN-4684208
16 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4684208 The complaint Mr L complains about issues in changing the name on his HSBC UK plc (HSBC) account and with setting up a Power of Attorney (POA). He would like £5000 compensation for the distress and inconvenience caused. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-4744947
16 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4744947 The complaint This complaint is about an interest-only mortgage Ms M holds with Barclays Bank UK PLC. Ms M is unhappy that Barclays refused to extend the mortgage term when it expired. What happened By way of a provisional decision dated 9 April 2024, I set out my provisional c... (5 pages)View decision -
Decision Reference DRN-4742270
16 Apr 2024 Bamboo Limited UpheldConsumer CreditDRN-4742270 The complaint Miss C complains that Bamboo Limited was irresponsible to lend to her on two occasions. What happened Bamboo agreed two loans for Miss C. The first was for £1,000 agreed in May 2021. This was to be repaid over five years with monthly repayments of £44. The second ... (5 pages)View decision -
Decision Reference DRN-4669555
16 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4669555 The complaint Mrs D and Mr S complain that Lloyds Bank General Insurance Limited (Lloyds) is pursuing them for the cost of investigating a leak and has unfairly declined their claim under their home buildings insurance policy. I will refer to Mrs D in my decision for ease. What... (3 pages)View decision
