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 369228 results
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Decision Reference DRN-5212085
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5212085 The complaint Mr M complains that HSBC UK Bank Plc declined a transaction that he made to the Home Office for a visa application. He’s also unhappy about the service he received whilst trying to resolve the issue. What happened On 30 July 2024 Mr M made a payment of £16,925.... (2 pages)View decision -
Decision Reference DRN-5195408
14 Jan 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5195408 The complaint Ms B complains that UK Mortgage Lending Ltd, trading as Pepper Money, treated her poorly and didn’t offer her appropriate support with her second charge mortgage (secured loan) when she was in financial difficulty. What happened Ms B and her husband took out a... (3 pages)View decision -
Decision Reference DRN-5207816
14 Jan 2025 Capital Home Loans Limited Not upheldMortgagesDRN-5207816 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr C held until recently with Capital Home Loans Limited trading as CHL Mortgages. The essence of the complaint is about how CHL treated Mr C when the mortgage term expired. What happened The broad circumstan... (2 pages)View decision -
Decision Reference DRN-5198929
14 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5198929 The complaint M, a company, complains that Lloyds Bank PLC made errors when dealing with its application for an account. What happened A director of M brings this complaint on its behalf. He explains he visited a branch of Lloyds to provide his identification in connection w... (2 pages)View decision -
Decision Reference DRN-5252873
14 Jan 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5252873 The complaint Mr H complains that a used car he acquired through a hire purchase agreement financed by Specialist Motor Finance Limited (‘SMFL’) is of unsatisfactory quality. What happened In April 2023, Mr H took out a hire purchase agreement to cover the cost of a used ca... (5 pages)View decision -
Decision Reference DRN-5240443
14 Jan 2025 Pinnacle Insurance Plc UpheldInsuranceDRN-5240443 The complaint Mrs S complains that Pinnacle Insurance Plc added an exclusion to her pet insurance policy and relied on this to reject a claim she made for treatment costs. What happened Mrs S took out a pet insurance policy, underwritten by Pinnacle, which started in Novembe... (3 pages)View decision -
Decision Reference DRN-5255569
14 Jan 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5255569 The complaint Mr C complains eBay Commerce UK Ltd (Commerce) asked for identification but made it difficult for Mr C to send it, then blocked his account. What happened Mr C’s held an eBay Marketplace (Marketplace) account for a number of years, and as a seller Mr C has a ... (3 pages)View decision -
Decision Reference DRN-5242290
14 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5242290 The complaint Miss W complains that Nationwide Building Society (‘Nationwide’) won’t refund the money she says was lost as the result of a scam. What happened In January 2022, Miss W wanted to renovate her bathroom. Miss W engaged the services of a plumbing company I’ll ref... (7 pages)View decision -
Decision Reference DRN-5255694
14 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5255694 The complaint Mrs B is unhappy about the premium increase in relation to her private medical insurance policy with BUPA Insurance Limited (BUPA). What happened Mrs B has a private medical insurance policy with BUPA which is renewed annually. BUPA is the underwriter. In Febru... (3 pages)View decision -
Decision Reference DRN-5216775
14 Jan 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5216775 The complaint Ms H’s complaint is about a joint mortgage in her and her ex-husband’s name that they have with Landmark Mortgages Limited. She wants to convert the mortgage to a repayment basis and extend the term, along with removing her ex-husband from the account, but does... (7 pages)View decision
