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-4399728
29 Jan 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-4399728 The complaint Mrs W complains that Paragon Bank Plc transferred her Individual Savings Account (ISA) too soon. What happened Mrs W opened an ISA with Paragon in early June 2023. As part of the account opening process, she asked for an ISA she held elsewhere to be transferred in... (3 pages)View decision -
Decision Reference DRN-4587351
29 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4587351 The complaint Mr M complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on the firm, 1 Stop Financial Services, that introduced him to L&C. Mr M also complains that L&C didn’t undertake sufficient due diligence on i... (44 pages)View decision -
Decision Reference DRN-4587526
29 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4587526 The complaint Mrs W complains that Nationwide Building Society transferred her Individual Savings Account (ISA) too soon. What happened Mrs W opened a 1-year Triple Access Online ISA with Nationwide in October 2022. The account offered a two-tiered variable interest rate depen... (3 pages)View decision -
Decision Reference DRN-4536290
29 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4536290 The complaint Mr A complains that NewDay Ltd (NewDay) lent to him irresponsibly. What happened Mr A had two credit cards from NewDay – a Marbles card (issued in August 2015) and an Aqua card (issued in June 2017). On each card, he was offered credit limit increases as shown: Cr... (4 pages)View decision -
Decision Reference DRN-4372493
29 Jan 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4372493 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans (“EDL”) irresponsibly agreed a loan for him. Mr S has brought his complaint to us via a representative but I will refer to him throughout for simplicity. What happened EDL agreed a loan of £10,... (4 pages)View decision -
Decision Reference DRN-4585732
29 Jan 2024 StreamBank PLC Not upheldBanking and PaymentsDRN-4585732 The complaint Mr W complains of a delay by StreamBank PLC in transferring monies from his savings account to his bank account. What happened Mr W gave notice to StreamBank for the closure of his 90 day account on 4 May 2023, to take place on 2 August 2023. StreamBank processed ... (2 pages)View decision -
Decision Reference DRN-4587142
29 Jan 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4587142 The complaint Mr P complains about Mulsanne Insurance Company Limited’s (Mulsanne) refusal to indemnify him for losses he incurred when driving his father’s car, under his motor insurance policy. All references to Mulsanne include its agents. What happened Mr P was driving his ... (3 pages)View decision -
Decision Reference DRN-4543533
29 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4543533 The complaint Mr and Mrs B are unhappy that National Westminster Bank Plc won’t refund money they lost as part of an investment scam. What happened The details of this complaint are well known to both parties. So I won’t repeat them all here. The facts aren’t in dispute, so I’l... (2 pages)View decision -
Decision Reference DRN-4486549
29 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4486549 The complaint Mr T complains that HSBC UK Bank Plc closed his account and then wouldn’t investigate a missing credit for £260.88. What happened Mr T had an account with HSBC. He says that a friend lost his bank card and transferred some money into his account. Following this, t... (2 pages)View decision -
Decision Reference DRN-4573761
29 Jan 2024 Pepper (UK) Limited UpheldMortgagesDRN-4573761 The complaint Mr and Mrs M’s complaint is about their mortgage account with Pepper (UK) Limited trading as Engage Credit and referred to here as Engage. Mrs M has dealt with the complaint throughout on behalf of herself and Mr M. On 10 January 2024 I issued a jurisdiction decis... (5 pages)View decision
