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-4615762
12 Feb 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4615762 The complaint Mr O is unhappy with the Co-operative Bank Plc’s handling of his request for information about the interest rates that applied to certain aspects of his credit card and his current account. What happened Mr O said he asked Co-op to confirm the interest rate that w... (4 pages)View decision -
Decision Reference DRN-4389022
12 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4389022 The complaint Mrs P with the assistance of her representative, complains that Barclays Bank UK PLC has treated her unfairly when it sold her a Share Appreciation Mortgage (SAM). What happened The details of this complaint are well known to both Mrs P and Barclays and our invest... (4 pages)View decision -
Decision Reference DRN-4298171
12 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4298171 The complaint A company which I’ll call ‘O’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on O’s behalf by their director, Ms F. What happened O held a business current account with Barclays. O told us: M... (4 pages)View decision -
Decision Reference DRN-4514816
12 Feb 2024 Nationwide Building Society Not upheldMortgagesDRN-4514816 The complaint Mr R complains that Nationwide Building Society has treated him unfairly when he asked for support with is mortgage repayments. What happened The facts of this case are well known to both Mr R and Nationwide, so I’ve summarised the key issues over setting this out... (3 pages)View decision -
Decision Reference DRN-3758972
12 Feb 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3758972 The complaint Mr W complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to him the money that he paid for some holiday club membership point rights. His partner is also involved in his complaint and he’s being represented by a ... (6 pages)View decision -
Decision Reference DRN-4478766
12 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4478766 The complaint Ms A complains HSBC UK Bank Plc didn’t assist her in recovering an international payment. She says that as a result of its inaction, she has lost out financially and experienced significant distress and inconvenience. What happened Ms A made an international trans... (2 pages)View decision -
Decision Reference DRN-4545473
12 Feb 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4545473 The complaint Mr S complains about the quality of a used car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened In March 2022, Mr S acquired a used car through a hire purcha... (4 pages)View decision -
Decision Reference DRN-4598072
12 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4598072 The complaint Mr and Mrs H’s complaint is that Bank of Scotland PLC trading as Halifax has refused to extend the term of their residential mortgage up to when they reach the age of 70 (so by about 19-21 years). Mr and Mrs H say this is unfair because they run their business fro... (5 pages)View decision -
Decision Reference DRN-4294704
12 Feb 2024 Skipton Building Society UpheldMortgagesDRN-4294704 The complaint This complaint’s about a mortgage that Mrs and Mr P took out with Skipton Building Society in 2022 to buy a home following their move to the UK from overseas. They’re unhappy that Skipton insisted they convert the entire net sales proceeds of their overseas home i... (3 pages)View decision -
Decision Reference DRN-4376121
12 Feb 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4376121 The complaint Mr O complains that Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (SFS) should have advised him earlier that he could reduce his mileage on his Contract Hire Agreement. He would like a refund of £3545.28 to reflect what he says he ... (2 pages)View decision
