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 125399 results
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Decision Reference DRN-4318700
29 Aug 2023 Bank of Scotland Plc UpheldMortgagesDRN-4318700 The complaint Miss T complains that Bank of Scotland plc trading as Halifax has failed to treat her fairly when she asked for support with her mortgage payments. What happened The facts of this complaint are well known to both parties, so I won’t repeat them all here. But in su... (5 pages)View decision -
Decision Reference DRN-4322039
29 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4322039 The complaint Mr W is unhappy with Nationwide Building Society for not making reasonable adjustments for his disabilities under Section 20 of the Equality Act 2010, in relation to his credit card and debit card. What happened I issued my provisional findings to both parties set... (8 pages)View decision -
Decision Reference DRN-4264674
29 Aug 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4264674 The complaint Mr M complains that American Express Services Europe Limited (AESEL) has treated him unfairly in relation to how it has administered his account with it. What happened Mr M has a credit card account with AESEL. This account has the benefit of a loyalty programme t... (5 pages)View decision -
Decision Reference DRN-4323057
29 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4323057 The complaint Mr K is unhappy with the quality of the car he acquired under a hire purchase agreement with BMW Financial Services(GB) Limited trading as Alphera Financial Services (Alphera). When I refer to what Mr K has said, and Alphera have said, it should also be taken to i... (5 pages)View decision -
Decision Reference DRN-4076157
29 Aug 2023 Blue Motor Finance Limited UpheldConsumer CreditDRN-4076157 The complaint Mr T complains that the car he acquired through a hire purchase agreement in May 2022 wasn’t of satisfactory quality. What happened Mr T acquired a used car through a hire purchase agreement with BMFL. He says he needed to return to the dealer on several occasions... (3 pages)View decision -
Decision Reference DRN-4323019
29 Aug 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-4323019 The complaint Mr P complained about the service provided by Halifax Share Dealing Limited trading as IWeb Share Dealing (‘IWeb’) when he requested it to transfer a stocks and shares ISA held with a third party provider (whom I’ll call T) to his IWeb share dealing account. In pa... (4 pages)View decision -
Decision Reference DRN-4237565
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4237565 The complaint Miss B complains that HSBC UK Bank Plc trading as First Direct (First Direct) says it won’t refund her the money she lost through an Authorised Push Payment scam (APP scam). What happened In July 2022, Miss B received a message through an instant messaging app fro... (6 pages)View decision -
Decision Reference DRN-4230665
29 Aug 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4230665 The complaint Mr H has complained about the advice he received from True Potential Wealth Management LLP to transfer his existing pension plan into a True Potential Wealth Management LLP personal pension. Mr H has claimed that the pension transfer advice that he received from T... (8 pages)View decision -
Decision Reference DRN-4119425
29 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4119425 The complaint Mr H complains about a delay in receiving an international transfer into his Nationwide Building Society bank account. What happened On 31 August 2022 a family member who lives abroad sent a transfer of £75,000 to Mr H’s account with Nationwide. Mr H has explained... (2 pages)View decision -
Decision Reference DRN-4225033
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4225033 The complaint Mr O has complained that HSBC UK Bank Plc (trading as first direct) registered a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In late 2022, Mr O received £1,3... (3 pages)View decision
