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 365917 results
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Decision Reference DRN-5194718
6 Dec 2024 Liontrust Fund Partners LLP UpheldInvestmentsDRN-5194718 The complaint Mr B has complained about delays he experienced when transferring his individual savings account (ISA) from Liontrust Fund Partners LLP (Liontrust). What happened At the end of May 2023, Mr B initiated an ISA transfer to a third-party transferee provider. The ... (3 pages)View decision -
Decision Reference DRN-5192564
6 Dec 2024 The Mortgage Business Plc UpheldMortgagesDRN-5192564 The complaint Mr F complains about the increase in the interest rate for his mortgage with The Mortgage Business Plc. He’d like a lower rate without any fees or penalties. What happened Mr F has had a mortgage with The Mortgage Business since 2008. Most of the mortgage is on... (4 pages)View decision -
Decision Reference DRN-5143826
6 Dec 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5143826 The complaint Mr W complains that he has been unable to choose a new fixed rate mortgage product that he would have preferred because he contacted Bank of Ireland (UK) Plc too late. What happened Mr W has had an interest-only mortgage with BoI since 2006. His existing five-y... (2 pages)View decision -
Decision Reference DRN-5122373
6 Dec 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-5122373 The complaint Miss B and Mr C complain that HSBC UK Bank Plc trading as first direct didn’t refund a fee paid in relation to their mortgage application when they decided not to proceed with their property purchase. Mr C has dealt with the complaint. He asks for compensation ... (4 pages)View decision -
Decision Reference DRN-5142986
6 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5142986 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money misled him about non- sterling transaction fees. What happened Mr B has a Virgin Atlantic credit card provided by Virgin Money. Mr B’s explained that he looked at Virgin Money’s website and it gav... (2 pages)View decision -
Decision Reference DRN-4918634
6 Dec 2024 PIB Risk Services Limited UpheldInsuranceDRN-4918634 The complaint Mr T is a sole trader. He complains that PIB Risk Services Limited didn’t pass on information to his insurer following claims on his motor trade policy or send him confirmation of his claims’ history. What happened Mr T held a motor trade policy with an insure... (2 pages)View decision -
Decision Reference DRN-4858389
6 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4858389 The complaint Mr and Mrs H complain that HSBC UK Bank Plc won’t refund the money they lost by paying what they believe was a scam. What happened In August 2019, having found out about an opportunity to invest in a property development company, Mr and Mrs H made a payment of ... (3 pages)View decision -
Decision Reference DRN-5191034
6 Dec 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5191034 The complaint Mr M complains that Marks & Spencer Financial Services Plc trading as M&S Bank gave him incorrect information about the position of his credit card debt. What happened The background to this complaint and my initial conclusions were set out in a provis... (3 pages)View decision -
Decision Reference DRN-5137435
6 Dec 2024 Equifax Limited Not upheldConsumer CreditDRN-5137435 The complaint Mr J complains that Equifax Limited recorded a third party’s information on his credit file. What happened Mr J’s explained that in 2003 he moved into a property that had previously been lived in by someone with the same name as him. Mr J has told us that sinc... (3 pages)View decision -
Decision Reference DRN-5101002
6 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5101002 The complaint Mr F complains Wise Payments Limited (“Wise”) failed to refund him a payment after he’d raised a chargeback with it, despite the seller saying it had been successfully raised and the payment refunded. What happened The details of this complaint are well known b... (3 pages)View decision
