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 359538 results
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Decision Reference DRN-4537431
30 Jan 2024 Capital Home Loans Limited Not upheldMortgagesDRN-4537431 The complaint Ms D complains about the way Capital Home Loans Limited (CHL) handled her requests to make overpayments on her buy-to-let mortgage. What happened In September 2022 Ms D called CHL as she wanted to make a lump sum overpayment of £100,000 to her buy-to-let mortgage.... (3 pages)View decision -
Decision Reference DRN-4588879
30 Jan 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4588879 The complaint X complains about the service X received from Marks & Spencer Financial Services Plc including a manager being rude and aggressive. What happened I issued my provisional decision on this complaint on 27 January 2024, and this is what I said: I’ve considered th... (5 pages)View decision -
Decision Reference DRN-4429652
30 Jan 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4429652 The complaint Mr T is unhappy that Great Lakes Insurance SE declined a claim he made on his travel insurance policy. Any reference to Great Lakes includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summar... (2 pages)View decision -
Decision Reference DRN-4451681
29 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4451681 The complaint Mrs C complains that Bank of Scotland plc trading as Halifax misrepresented the fees chargeable in foreign exchange transactions. What happened On 15 July 2023 Mrs C made a payment to a merchant for 432.60 Euros. The amount was converted to Sterling at an exchange... (2 pages)View decision -
Decision Reference DRN-4315323
29 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4315323 The complaint Mr and Mrs S complain that HSBC UK Bank Plc blocked and then closed their joint account without providing a proper explanation. They say this caused them unnecessary trouble and upset for which they should be compensated. What happened Mr and Mrs S had a joint cur... (3 pages)View decision -
Decision Reference DRN-3683032
29 Jan 2024 Centurion Wealth Management Limited Not upheldInvestmentsDRN-3683032 The complaint Mrs S complains Centurion Wealth Management Limited trading as WBW Chartered Financial Planners (“Centurion”) contributed to her investments being traded excessively. Mrs S is assisted in her complaint by a representative. For simplicity I refer below to Mrs S whe... (3 pages)View decision -
Decision Reference DRN-4353476
29 Jan 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4353476 The complaint H complains Starling Bank Limited (“Starling”) closed their account without warning nor explanation. To put things right, H wants compensation for the inconvenience they’ve been caused, interruption to its business, and the account reopened. What happened In Febru... (3 pages)View decision -
Decision Reference DRN-4533803
29 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4533803 The complaint Mrs L is unhappy with correspondence she received from The Co-operative Bank Plc, trading as Britannia. What happened Mrs L had an ISA with Britannia which was due to mature on 31 January 2023. Mrs L called Britannia on 13 January 2023 to discuss her ISA reinvestm... (4 pages)View decision -
Decision Reference DRN-4570337
29 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4570337 The complaint Ms D complains about issues connected with her two credit card accounts with MBNA Limited. What happened Ms D had two MBNA credit card accounts. When she got into financial difficulties as a result of the covid pandemic, she entered into payment arrangements on bo... (2 pages)View decision -
Decision Reference DRN-4564896
29 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4564896 The complaint Miss T has complained that Barclays Bank UK PLC (“Barclays”) closed her account shortly after her current account application had been approved. Miss T is unhappy with Barclay’s actions and says that it has not explained why it closed her account so soon after it’... (3 pages)View decision
