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 366350 results
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Decision Reference DRN-5170151
17 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5170151 The complaint Miss W complains that Lloyds Bank PLC misled her about the type of local authority search that would be carried out on the property she was purchasing when she instructed a conveyancer on its panel. She says she was unaware when she bought her property that it ... (4 pages)View decision -
Decision Reference DRN-5246391
17 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5246391 The complaint Mrs W complains Santander UK Plc (“Santander”) blocked and then closed her account after she explained she was disputing payments to car rental firms and thereby put her into an unarranged overdraft. What happened The details of this complaint are well known by... (3 pages)View decision -
Decision Reference DRN-5221219
17 Jan 2025 Skipton Building Society UpheldMortgagesDRN-5221219 The complaint Mr H complains that Skipton Building Society have unfairly managed his mortgage over several years, including how the mortgage has been calculated and how Skipton have applied interest to it. What happened Mr H’s mortgage was sold through a broker in 2008. This... (4 pages)View decision -
Decision Reference DRN-5250985
17 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5250985 The complaint Mr L, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr L took out a credit card from Vanquis on 7 October 2019. He was given a £1,000 credit limit. This was subsequently reduced to £450 and then increased to £900 o... (3 pages)View decision -
Decision Reference DRN-5070504
17 Jan 2025 AJ Bell Management Limited UpheldInvestmentsDRN-5070504 The complaint Mr Z complained about AJ Bell Management Limited (AJ Bell). He said he noticed a transaction had been applied to his account, in relation to one of his funds, that he thought was incorrect. He said AJ Bell needs to put things right, as the mistake it made has i... (4 pages)View decision -
Decision Reference DRN-5173224
17 Jan 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5173224 The complaint Miss C complains that FirstRand Bank Limited trading as MotoNovo Finance Limited was irresponsible in its lending to her. She wants all interest and charges she paid under the agreement refunded along with 8% simple interest and any adverse information removed ... (3 pages)View decision -
Decision Reference DRN-5268022
17 Jan 2025 HDI Global Specialty SE UpheldInsuranceDRN-5268022 The complaint Mr T has complained that HDI Global Specialty SE unfairly rejected a claim he made under his home buildings insurance policy. What happened In April 2023 Mr T said he noticed the tiles lifting from his wet room. He made arrangements for repairs to be carried ou... (4 pages)View decision -
Decision Reference DRN-4993134
17 Jan 2025 Fortrade Limited Not upheldInvestmentsDRN-4993134 The complaint Mr K has raised a number of concerns relating to his CFD trading account provided by Fortrade Limited, primarily: It provided poor trading advice to him. Positions were closed out at a significant loss in January 2023 following advice that failed to provide... (3 pages)View decision -
Decision Reference DRN-5236143
17 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5236143 The complaint Mr K is unhappy that Santander UK Plc wouldn’t recover money from a seller for him with which he was in dispute and with the service he received from them surrounding this. What happened Mr K made a payment by faster payment to a seller to purchase some clothes... (3 pages)View decision -
Decision Reference DRN-5143683
17 Jan 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5143683 The complaint Miss H complains that The Royal Bank of Scotland Plc (‘RBS’) behaved unreasonably when it didn’t change her account as requested. What happened Miss H held a ‘silver’ account with RBS which she wanted to change. Miss H told us: In March 2024, she asked RBS... (2 pages)View decision
