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 128535 results
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Decision Reference DRN-4105478
28 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4105478 The complaint Mr M complains that HSBC UK Bank Plc closed his credit card account without reason. He would like to know the reason. And compensation for the way he was treated. Mr M is represented by Mrs M. I am aware that there is a complaint about Mr M’s current account, but ... (4 pages)View decision -
Decision Reference DRN-4088525
28 Apr 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4088525 The complaint Mr B complains that HSBC Bank Plc delayed his mortgage application and he lost out as a result. What happened The background to this complaint is well known to both parties so I don’t intend to set it out in detail. But I’ve listed the key events below. On 16 Nove... (3 pages)View decision -
Decision Reference DRN-3893839
28 Apr 2023 Close Brothers Limited UpheldConsumer CreditDRN-3893839 The complaint Mr B complains about the quality of a used car that was supplied through a Conditional Sale Agreement with Close Brothers Limited (CBL). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision whic... (6 pages)View decision -
Decision Reference DRN-4045562
28 Apr 2023 Bank of Scotland Plc UpheldMortgagesDRN-4045562 The complaint Miss B complains that Bank of Scotland Plc trading as Halifax sent her ex-husband a text message stating the amount of her first mortgage payment. What happened Miss B and her ex-husband had a mortgage with Halifax. As part of the divorce settlement the property w... (2 pages)View decision -
Decision Reference DRN-4105143
28 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4105143 The complaint Mr M complains that HSBC UK Bank Plc closed his current account without reason. He would like to know the reason. And compensation for the way he was treated. Mr M is represented by Mrs M. I am aware that there is a complaint about Mr M’s credit card, but I will o... (4 pages)View decision -
Decision Reference DRN-4104770
28 Apr 2023 Monzo Bank Ltd UpheldConsumer CreditDRN-4104770 The complaint Mr W complains that Monzo Bank Ltd didn’t make the implications of selecting its ‘breathing space’ option, for his loan, clear enough – meaning his credit file was adversely affected. What happened In August 2022 Mr W contacted Monzo via the in-app chat function, ... (3 pages)View decision -
Decision Reference DRN-4064048
28 Apr 2023 QIC Europe Ltd UpheldInsuranceDRN-4064048 The complaint Mr and Mrs E complain QIC Europe Ltd has unfairly declined a claim they’ve made on their buildings insurance policy following a leak from an underground pipe at their property. What happened QIC is the underwriter of the policy, i.e. it is the insurer. Part of thi... (3 pages)View decision -
Decision Reference DRN-4084004
28 Apr 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4084004 The complaint Mr P complains about receipt of cheque books on his account with Santander UK Plc (Santander). What happened Mr P has an account with Santander. In September 2021, he found out he had one cheque left in his chequebook. He visited his branch of Santander to order a... (3 pages)View decision -
Decision Reference DRN-4019865
28 Apr 2023 Lloyds Bank PLC UpheldMortgagesDRN-4019865 The complaint Mr G and Miss G complain that they were unable to get through to a mortgage adviser with Lloyds Bank PLC on 29 September 2022 and so missed out on a favourable interest rate that was no longer available when they did make contact in early October 2022. What happen... (2 pages)View decision -
Decision Reference DRN-3908638
28 Apr 2023 Truscott Wealth Management Limited UpheldPensions and AnnuitiesDRN-3908638 The complaint Mr W complains that Truscott Wealth Management Limited (TWM) caused a delay in payment of his tax free pension commencement lump sum (PCLS). He believes he received a lower PCLS as a result. What happened Mr W approached TWM to discuss the possibility of transferr... (4 pages)View decision