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-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 -
Decision Reference DRN-4518842
29 Jan 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4518842 The complaint Mrs E complains Santander Consumer (UK) Plc (SCUK) unfairly applied charges when her car hire agreement came to an end. What happened In July 2017, Mrs E entered into a 48 month hire agreement for a new car. The monthly instalments were £187. The ... (4 pages)View decision -
Decision Reference DRN-4214079
29 Jan 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4214079 The complaint Mrs R has complained that Clydesdale Financial Services Limited has not handled a claim she raised under s.75 of the Consumer Credit Act 1974 fairly. What happened Mrs R entered into a contract for the supply and installation of solar panels (‘the system’) in Janu... (3 pages)View decision -
Decision Reference DRN-4545465
29 Jan 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4545465 The complaint Mr K complains that Zopa Bank Limited (Zopa) unfairly terminated his finance agreement and has negatively impacted his credit file. What happened In May 2021, Mr K acquired a used car through a hire purchase agreement with Zopa. The cash price of the car was £16,4... (3 pages)View decision -
Decision Reference DRN-4519967
29 Jan 2024 Experian Limited Not upheldConsumer CreditDRN-4519967 The complaint Mr H complains Experian Limited have refused to delete his personal information. What happened Mr H asked Experian to remove all the data they held about him – explaining he would like his credit report information deleted and he wished to ‘be forgotten’. As Exper... (3 pages)View decision
