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 380824 results
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Decision Reference DRN-5691438
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5691438 The complaint Miss C complains that Lloyds Bank PLC incorrectly allowed her maturing Fixed Rate ISA (FRI) to convert to an Instant Cash ISA (ICI) despite her sending maturity instructions detailing her wishes. What happened Lloyds contacted Miss C prior to her FRI’s maturity... (2 pages)View decision -
Decision Reference DRN-5760970
19 Aug 2025 Skipton Building Society UpheldMortgagesDRN-5760970 The complaint Mr M complains that Skipton Building Society has unfairly increased his mortgage payments despite the interest rate going down. What happened Mr M has a mortgage with Skipton. The interest rate on his mortgage tracks the Bank of England base rate (the base rate... (3 pages)View decision -
Decision Reference DRN-5348942
19 Aug 2025 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5348942 The complaint A company which I’ll call ‘B’ complains Aldermore Bank Plc (Aldermore) unnecessarily delayed the completion of a mortgage. B has been represented in this complaint by one of its directors, Mr R. What happened The background to this complaint is well known to ... (3 pages)View decision -
Decision Reference DRN-5762458
19 Aug 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5762458 The complaint Mr and Mrs P complain that Kensington Mortgage Company Limited gave them incorrect information when they contacted it about taking out a new interest rate product. They ask that Kensington applies the interest rate they agreed to, or allows them to take out the... (4 pages)View decision -
Decision Reference DRN-5565143
19 Aug 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5565143 The complaint Ms T has complained about issues with returning her car at the end of her hire agreement with LeasePlan UK Limited. What happened Ms T had a car hire agreement with LeasePlan. This was due to end in April 2023, but Ms T requested a 12-month extension. She tried... (2 pages)View decision -
Decision Reference DRN-5728470
19 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5728470 The complaint Mr N complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved two credit card applications he made and later increased the credit limit. What happened Mr N applied for a Marbles credit card in November 2017. In his application, Mr N sai... (3 pages)View decision -
Decision Reference DRN-5762515
19 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5762515 The complaint Mr D complains about the quality of a car supplied to him by BMW Financial Services (GB) Limited (“BMW”). What happened Mr D was supplied with a used car through a hire purchase agreement with BMW in June 2024. The car was around four years old and had covered ... (4 pages)View decision -
Decision Reference DRN-5661543
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5661543 The complaint Mr M complains that HSBC UK Bank Plc, trading as First Direct, won’t reimburse him money he lost after he fell victim to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly bel... (5 pages)View decision -
Decision Reference DRN-5641446
19 Aug 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5641446 The complaint Mr T says Clydesdale Bank Plc trading as Virgin Money unfairly changed the terms of his mortgage so that his offset lifetime tracker product isn’t portable. What happened Mr T took out a mortgage with Clydesdale in 2007. He took out a lifetime tracker product w... (3 pages)View decision -
Decision Reference DRN-5762859
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5762859 The complaint Miss M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened It seems things began with a phishing text purporting to be from a parcel delivery company, to ... (5 pages)View decision
