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-4007992
8 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4007992 The complaint A company I’ll call R complains that Metro Bank PLC (Metro) blocked and closed its account without notice and without explaining why. It said it was left without banking services for 2 months as a result, which caused it to suffer serious harm. To put things right... (5 pages)View decision -
Decision Reference DRN-3967367
8 Mar 2023 Yorkshire Building Society UpheldBanking and PaymentsDRN-3967367 The complaint Mrs H complains that Yorkshire Building Society (‘YBS’) wrongly flagged her account as dormant. What happened Mrs H opened an account with YBS in May 2001. YBS says that the last transaction on the account was in July 2015 and that, following changes in the releva... (3 pages)View decision -
Decision Reference DRN-3724455
8 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3724455 The complaint Mr A complains that Aviva Life & Pensions UK Limited (Aviva) failed to provide him with an accurate valuation of his personal pension. And that it also failed to explain the reason that his pension valuation decreased significantly. What happened Mr A has a pe... (7 pages)View decision -
Decision Reference DRN-4009112
8 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4009112 The complaint Mr I is a sole trader. He complains that National Westminster Bank Plc (“NatWest”) has asked him to repay his Bounce Back Loan, even though his business hasn’t recovered following the coronavirus pandemic. What happened Mr I borrowed £5,000 from NatWest under the ... (3 pages)View decision -
Decision Reference DRN-3899808
8 Mar 2023 Paragon Bank Plc UpheldBanking and PaymentsDRN-3899808 The complaint Mr W is unhappy that Paragon Bank Plc delayed sending him his money after he closed his account. What happened Mr W gave notice to Paragon that he wanted to close his 120-day notice account. Paragon confirmed to Mr W that his account would be closed and that he wo... (2 pages)View decision -
Decision Reference DRN-3998160
8 Mar 2023 Retail Money Market Ltd UpheldInvestmentsDRN-3998160 The complaint Mr G complains that Retail Money Market Ltd (“RateSetter”) unfairly reduced his interest returns on his crowdfunding investments and delayed in returning his money following his withdrawal requests. What happened RateSetter is a peer-to-peer crowdfunding platform ... (5 pages)View decision -
Decision Reference DRN-4003181
8 Mar 2023 Retail Money Market Ltd UpheldInvestmentsDRN-4003181 The complaint Mr A complains that Retail Money Market Ltd (“RateSetter”) unfairly reduced his interest returns on his crowdfunding investments and didn’t return any of this following a third party (“TP”) acquiring the platform’s loan portfolio. What happened RateSetter is a pee... (7 pages)View decision -
Decision Reference DRN-4005810
8 Mar 2023 Nationwide Building Society UpheldConsumer CreditDRN-4005810 The complaint Mr E complains that Nationwide Building Society (Nationwide) irresponsibly lent to him when providing him with an overdraft facility and a loan. What happened I set out the background to this complaint and my initial findings in my provisional decision on 30 Janua... (8 pages)View decision -
Decision Reference DRN-3731465
8 Mar 2023 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-3731465 The complaint Ms M complains that she was given incorrect information by AFH Independent Financial Services Limited (‘AFH’). She says this resulted in her taking advice from AFH, in relation to the potential transfer of benefits from her defined-benefit (‘DB’) occupational pens... (4 pages)View decision -
Decision Reference DRN-3954802
8 Mar 2023 Nationwide Building Society UpheldConsumer CreditDRN-3954802 The complaint Mr W complains that Nationwide Building Society hasn’t amended his credit file. He says that this resulted in his mortgage application being rejected. What happened In 2021 Mr W fell victim to an impersonation fraud with a personal loan application. Nationwide con... (2 pages)View decision
