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 125400 results
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Decision Reference DRN-5056058
4 Oct 2024 Financial Goal Attainment Limited UpheldMortgagesDRN-5056058 The complaint Mr and Mrs K complain that a mortgage broker working for Financial Goal Attainment Limited (“FGAL”) didn’t apply promptly for the mortgage they wanted, so this was withdrawn, and the broker applied for something else instead without telling them. What happened ... (5 pages)View decision -
Decision Reference DRN-4892511
4 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4892511 The complaint Mr L complains that Bank of Scotland plc, trading as Halifax unfairly blocked and closed his account. He’s also unhappy with Halifax’s level of service to him following its closure decision. What happened Around August last year, Halifax issued Mr L with notice... (3 pages)View decision -
Decision Reference DRN-5062121
4 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5062121 The complaint Mr M is unhappy with how HSBC UK Bank Plc staff treated him during a branch visit. What happened Mr M visited a HSBC branch to withdraw cash over the counter as he was unable to use his debit card because he was waiting for a replacement debit card to be delive... (3 pages)View decision -
Decision Reference DRN-5062332
4 Oct 2024 Legal & General Home Finance Limited UpheldMortgagesDRN-5062332 The complaint Mr and Mrs C complain they were led to believe they would get a lower rate than they were able to obtain on the lifetime mortgage they applied for with Legal & General Home Finance Limited (L&G). They want L&G to honour the lower rate. What happened... (3 pages)View decision -
Decision Reference DRN-4970317
4 Oct 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4970317 The complaint Mr L complains Nvayo Limited (“Nvayo”) hasn’t returned money he deposited into his account. Mr L wants his money released. What happened M L has an account with Nvayo. On 8 August 2023 the regulator, The Financial Conduct Authority (FCA) placed limitations on... (4 pages)View decision -
Decision Reference DRN-5062231
4 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5062231 The complaint Mr O is complaining about Vanquis Bank Limited because he says it lent irresponsibly by providing him with a credit card he couldn’t afford and then going on to increase the credit limit. What happened In December 2017, Mr O opened a credit card account with Va... (4 pages)View decision -
Decision Reference DRN-5020498
4 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5020498 The complaint Miss T is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Miss T is being represented by a claims management company but for ease of reading I’ll only refer to Miss T in my decision. What happened The detailed background to thi... (10 pages)View decision -
Decision Reference DRN-5062175
4 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5062175 The complaint Mrs H has complained about the way her insurer, Liverpool Victoria Insurance Company Limited trading as Britannia Rescue (‘LV’) dealt with a claim she made on her breakdown policy. LV is the underwriter of this policy i.e. the insurer. During the claim Mrs H a... (8 pages)View decision -
Decision Reference DRN-5049571
4 Oct 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-5049571 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) irresponsibly agreed a loan for him. What happened HSBC agreed a loan of £30,000 for Mr W in February 2023. The total amount owed was £51,420.48 to be repaid at £535.63 a month over 96 months. Mr W met his repayme... (5 pages)View decision -
Decision Reference DRN-4976505
4 Oct 2024 Blemain Finance Limited UpheldMortgagesDRN-4976505 The complaint Mr and Mrs S complain about a second charge mortgage (secured loan) with Blemain Finance Limited trading as Together. They’ve now redeemed the loan, but their complaint is that they believe the balance was higher than it ought to have been and they’ve been over... (14 pages)View decision
