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 162956 results
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Decision Reference DRN-5243143
3 Feb 2025 Santander UK Plc Not upheldMortgagesDRN-5243143 The complaint Mr H’s complaint about Santander UK Plc (Santander) relates to the way in which Santander dealt with his application to remove his ex-wife (W) from their jointly held mortgage, otherwise known as a Change of Borrower (CoB) application. What happened In 2005 Mr... (4 pages)View decision -
Decision Reference DRN-4788750
3 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4788750 The complaint Mr Z complains that Nationwide Building Soceity blocked his account and sent money that was paid into his acount back to source. What happened Mr Z has a current account with Nationwide. Mr Z used the account to receive and make payments for mobile phones that... (4 pages)View decision -
Decision Reference DRN-5177408
3 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5177408 The complaint Ms M complains that HSBC UK Bank Plc t/a First Direct didn’t honour a current account switch incentive payment and that the service she received when she contacted First Direct about the matter was poor. What happened In May 2024 First Direct was offering a £1... (3 pages)View decision -
Decision Reference DRN-5232367
3 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5232367 The complaint Mr C complains about the nature of questions that Santander UK plc (Santander) asked him as part of its Know Your Customer (KYC) checks. He would like an apology and compensation. What happened The details of this complaint are well known to both parties so I ... (2 pages)View decision -
Decision Reference DRN-5255554
3 Feb 2025 Progressive Building Society Not upheldMortgagesDRN-5255554 The complaint Mr and Mrs M complain that the mortgage they took out with Progressive Building Society in 2006 was mis-sold. They said Progressive didn’t carry out checks to make sure the lending was affordable, or alert them to a clause in the mortgage they wouldn’t have acc... (4 pages)View decision -
Decision Reference DRN-5244483
3 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5244483 The complaint Mr S complains that National Westminster Bank Plc asked him unnecessary questions about an international payment. What happened Mr S explains he needed to make a payment urgently to a managing agent of a property he lets out abroad. NatWest asked him to answer ... (2 pages)View decision -
Decision Reference DRN-4962230
3 Feb 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4962230 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Limited (CAAF) was of an unsatisfactory quality. When I refer to what Mr M has said and what CAAF have said, it should also be taken to include things said on th... (4 pages)View decision -
Decision Reference DRN-5142236
3 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5142236 The complaint Miss P complains that the installation of a new boiler at her property, financed by a fixed sum loan agreement provided by Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF), wasn’t undertaken with reasonable care and skill. What ha... (3 pages)View decision -
Decision Reference DRN-4832082
3 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4832082 The complaint Mr O complains Tesco Personal Finance Limited (trading as “Tesco Bank”) failed to help him recover a deposit he paid for sofas he ordered from a furniture shop. What happened On 6 January 2024, Mr O visited a furniture shop (which I’ll call “S”) and ordered tw... (6 pages)View decision -
Decision Reference DRN-5246419
3 Feb 2025 National Westminster Bank Plc UpheldMortgagesDRN-5246419 The complaint Mr D complains about what happened when he tried to redeem his mortgage with National Westminster Bank Plc. He said NatWest repeatedly failed to supply a redemption statement, and then kept over £3,000 of his money for some months. What happened Mr D told us th... (4 pages)View decision
