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 157985 results
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Decision Reference DRN-4784183
28 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4784183 The complaint Miss I complains that HSBC UK Bank Plc trading as first direct bank (‘first direct’) won’t refund money she paid for an investment. What happened Miss I says that she was introduced to an investment opportunity with a company I’ll call H in this decision in ea... (3 pages)View decision -
Decision Reference DRN-4552573
28 Oct 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4552573 The complaint Mr S’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (14 pages)View decision -
Decision Reference DRN-5030575
28 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5030575 The complaint Mr Y complains that Nationwide Building Society (Nationwide) blocked and closed his account. What happened Mr Y had an account with Nationwide. On 24 February 2024 an amount of money was transferred into Mr Y’s account. It was transferred out again on the same ... (3 pages)View decision -
Decision Reference DRN-4821257
28 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4821257 The complaint Mr and Mrs W complain that HSBC UK Bank Plc (‘HSBC’) won’t refund money they lost when they say they were the victims of a scam. What happened Mr and Mrs W say that in March 2019 they paid a cheque from their joint account with HSBC to a company I’ll call H in... (2 pages)View decision -
Decision Reference DRN-5090840
28 Oct 2024 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-5090840 The complaint The estate of Ms T complains that Aviva Life & Pensions UK Limited mis-sold the late Ms T a lifetime mortgage. The estate also complains that Aviva has unfairly taken legal action to repossess the mortgaged property following Ms T’s death. The complaint is ... (4 pages)View decision -
Decision Reference DRN-5081494
28 Oct 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5081494 The complaint Mr and Mrs C complain about how Clydesdale Bank Plc trading as Virgin Money dealt with an overpayment. What happened Mr and Mrs C had an offset mortgage with Virgin Money. The mortgage was on two-year tracker mortgage product. They contacted the bank to pay a l... (2 pages)View decision -
Decision Reference DRN-5109068
28 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5109068 The complaint Mrs P and Mr P are unhappy with several aspects of the service they received from Nationwide Building Society surrounding restrictions applied to their account. What happened Mrs P and Mr P found that they were unable to use their Nationwide debit card. They c... (3 pages)View decision -
Decision Reference DRN-4983626
28 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4983626 The complaint Miss O complains that Revolut Ltd didn’t do enough to help her when she fell victim to a scam. Miss O considers Revolut ought to have done more to recover her funds obtained by fraudulent means. What happened The details of this complaint are well known to both... (3 pages)View decision -
Decision Reference DRN-5108731
28 Oct 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-5108731 The complaint Mr F is unhappy with a car he acquired using a hire purchase agreement provided by Secure Trust Bank Plc trading as Moneyway. What happened At the beginning of June 2023, Mr F acquired a used car using a hire purchase agreement provided by Moneyway. The car cos... (6 pages)View decision -
Decision Reference DRN-5096424
28 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5096424 The complaint A limited company, which I’ll refer to as B, is unhappy with how Santander UK Plc have administered its Bounce Back Loan (“BBL”). B’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr D’. What happened B has a BBL with Santander wi... (3 pages)View decision
