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 120799 results
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Decision Reference DRN-4833269
5 Jun 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4833269 The complaint Miss D complains that Barclays Bank UK PLC made it very difficult to change the rate on her Buy To Let (“BTL”) mortgage, so she was forced to pay the Standard Variable Rate (“SVR”) for two months. Miss D wanted Barclays to pay back the extra money she’d been charg... (4 pages)View decision -
Decision Reference DRN-4817259
5 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4817259 The complaint Mr B in unhappy that Santander UK Plc (“Santander”) won’t refund him in full after he was a victim of a third-party scam. What happened The background to this complaint is set out in the investigator’s view of 8 April 2024. But briefly Mr B fell victim to a vehicl... (3 pages)View decision -
Decision Reference DRN-4039810
5 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4039810 The complaint Mr T has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A (‘s... (5 pages)View decision -
Decision Reference DRN-4471771
5 Jun 2024 Ald Automotive Limited UpheldConsumer CreditDRN-4471771 The complaint Mr M complains about the quality of a car he acquired through a hire agreement financed by ALD Automotive Limited trading as Ford Lease (ALD). What happened In January 2022 Mr M acquired a new car through a hire agreement financed by ALD. Mr M said the vehicle had... (3 pages)View decision -
Decision Reference DRN-4830094
5 Jun 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4830094 The complaint Mr W has complained that AA Underwriting Insurance Company Limited incorrectly recorded a claim he made on his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr W got in touch with AA... (5 pages)View decision -
Decision Reference DRN-4829602
5 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4829602 The complaint Mr S, a sole trader under the name A, complains that HSBC UK Bank Plc provided confusing information and poor service when he asked for information about the signatories on his account. What happened Mr S contacted HSBC by phone as he wanted to know whether his wi... (2 pages)View decision -
Decision Reference DRN-4834435
5 Jun 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4834435 The complaint Ms D complains that Barclays Bank UK PLC started legal action to repossess her home when she believed that she had agreed a “customer voluntary sale”. What happened In 2016, Ms D extended her mortgage with Barclays for five years on an interest only basis. The mor... (4 pages)View decision -
Decision Reference DRN-4809390
5 Jun 2024 Fairscore Ltd UpheldConsumer CreditDRN-4809390 Complaint Mr B has complained about a personal loan Fairscore Ltd (trading as “Updraft”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background Mr B also complained about a loan that had been taken out in 2022. We’ve already e... (3 pages)View decision -
Decision Reference DRN-4694822
4 Jun 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4694822 The complaint Mr I complains that Bank of Scotland plc demanded an extra monthly payment at the end of his loan term, and delayed the release of a charge over his property by around ten months. What happened In December 2007 Mr I took out an unregulated business loan with Bank ... (2 pages)View decision -
Decision Reference DRN-4638860
4 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4638860 The complaint Mr K complains that Santander UK Plc (Santander) won’t refund money he lost in an investment scam. What happened What Mr K says: Mr K was on social media and saw an advert apparently endorsed by a well-known media / finance TV personality. He thought the opportuni... (7 pages)View decision
