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-5077194
6 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5077194 The complaint Ms B complains HSBC UK Bank Plc unfairly closed her account immediately. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In June 2023 Ms B’s HSBC account was reviewed and she was issu... (3 pages)View decision -
Decision Reference DRN-5184439
6 Dec 2024 Town & Country Legal Services LLP Not upheldConsumer CreditDRN-5184439 The complaint Mr B complains Town & Country Legal Services LLP (T&C) didn’t independently verify they were collecting a debt he owed – when actually the debt was fraudulently taken out in his name. What happened A loan was taken out using some of Mr B’s details for ... (3 pages)View decision -
Decision Reference DRN-4925318
6 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4925318 The complaint Mr H has complained Bank of Scotland plc, trading as Halifax, won’t refund him for two disputed transactions he didn’t make. What happened In March 2024 Mr H noticed two transactions on his Halifax account he didn’t recognise. This account wasn’t his main accou... (2 pages)View decision -
Decision Reference DRN-5193985
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5193985 The complaint Mr B has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In early 2024, Mr B opened a Monzo account. Shortly afterwards, he began receiving and passing on a series of payments. Some of the funds were found to have come from f... (2 pages)View decision -
Decision Reference DRN-4986179
6 Dec 2024 ValidPath Limited UpheldInvestmentsDRN-4986179 The complaint Mrs P has complained about the lack of service she received from All Saints Financial LLP, an appointed representative of ValidPath Limited (‘ValidPath’). Mrs P was paying ongoing fees to ValidPath but didn’t receive the statements she asked for, face to face m... (7 pages)View decision -
Decision Reference DRN-5170136
6 Dec 2024 Lloyds Bank PLC UpheldMortgagesDRN-5170136 The complaint Mr B’s complaint is about an interest-only mortgage he holds with Lloyds Bank PLC. Mr B believes he’s being treated unfairly by Lloyds because he’s unable to extend the mortgage term or convert the mortgage to a capital repayment basis because he has consent to... (4 pages)View decision -
Decision Reference DRN-5173553
6 Dec 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-5173553 The complaint Mr and Mrs V complain that Landmark Mortgages Limited hasn’t been properly administering their mortgage, and that some payments they made recently haven’t been credited to their account. They said they’d been paying, but their debt had gone up. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5035246
6 Dec 2024 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5035246 The complaint Mr W complains about the amount of charges Hargreaves Lansdown Asset Management Limited (‘HL’) has applied to his account, how those were disclosed and it not providing him with information he requested. What happened Mr W had a SIPP, ISA and General Investmen... (4 pages)View decision -
Decision Reference DRN-5190580
6 Dec 2024 MetLife Europe d.a.c. UpheldInsuranceDRN-5190580 The complaint Miss T has complained that MetLife Europe d.a.c. declined a claim she made under her group income protection policy. What happened In summary Miss T suffered a major accidental injury on 30 June 2023 and was signed off work from 3 July 2023. She made a claim un... (3 pages)View decision -
Decision Reference DRN-5108823
6 Dec 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-5108823 The complaint Mr A has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Metro in January 2023. In August Mr A was told by Metro that they were closing his account. Mr A subse... (2 pages)View decision
