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 4569 results
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Decision Reference DRN-4921798
13 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4921798 The complaint Ms S is unhappy that Lloyds Bank PLC activated personal offers on her bank account without her permission and that Lloyds sent her messages via her online banking inbox when she’s requested that all correspondence be sent to her by post. What happened Ms S rais... (3 pages)View decision -
Decision Reference DRN7970889
1 Jul 2019 Nationwide Building Society Not upheldBanking and creditMs L is unhappy that Nationwide Building Society (Nationwide) didn’t tell her that they use an intermediary to make payments to a country located in a single euro payments area (SEPA). backgroundMs L contacted Nationwide using an online messaging service from May- July 2... (3 pages)View decision -
Decision Reference DRN3808199
17 Oct 2014 GE Money Home Lending Limited Not upheldBanking and creditMr and Ms T make a number of complaints about the administration of their mortgage GE Money Home Lending Limited (‘GEMHL’)backgroundIn 2007 Mr and Ms T took out an interest-only mortgage with GEMHL. They fell into arrears and GEMHL started legal proceedings for possession through GE Mo... (2 pages)View decision -
Decision Reference DRN3035752
19 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank plc negligently allowed a fraudster to obtain a bank card and overdraft facilities on his account, which were then used to make fraudulent cash withdrawals. backgroundMr J’s debit card was reported as damaged, and a replacement requested. ... (3 pages)View decision -
Decision Reference DRN-1865415
17 Mar 2021 Bank of Scotland Plc Not upheldMortgagesDRN-1865415 The complaint Mr and Mrs M have complained that Bank of Scotland plc (trading as Birmingham Midshires and referred to here as BM) wrongly allowed an unknown third party to change the address on one of their mortgage accounts. This has had an impact on Mr and Mrs M’s credit file... (3 pages)View decision -
Decision Reference DRN2923578
24 Feb 2020 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC closed his current account and registered a fraud prevention marker against him without due cause.BackgroundIn 2016 Mr M connected with another individual, who we’ll call Mr A, through a website designed to connect investors with entrepreneurs. They... (3 pages)View decision -
Decision Reference DRN4926112
11 Dec 2018 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs W complains that Bank of Ireland (UK) Plc (“BOI”) didn’t treat her fairly or reasonably when she applied to borrow money using a buy-to-let mortgage. She wants the solicitors’ fees paid by BOI.backgroundMrs W had a buy-to-let mortgage with BOI and wanted to borrow ... (2 pages)View decision -
Decision Reference DRN2287981
3 Mar 2018 Kapama Limited Not upheldBanking and creditMr K complains about a loan advanced by Mini Credit. He says that the lending was irresponsible and that the interest and charges were too high.backgroundMr K entered into a loan agreement with Mini Credit in May 2014. He borrowed the sum of £220 which was due to be ... (3 pages)View decision -
Decision Reference DRN-3766019
21 Oct 2022 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3766019 The complaint Mr B complains that Berkshire Hathaway International Insurance Ltd (“BHI”) unfairly cancelled his motor insurance policy. Where I refer to BHI, I refer to the above-named company and I include the intermediary and others insofar as I hold BHI responsible for their... (3 pages)View decision -
Decision Reference DRN-4513670
15 Dec 2023 U K Insurance Limited UpheldInsuranceDRN-4513670 The complaint Mr A complains that the offer UK Insurance Limited, trading as Direct Line (‘Direct Line’), made to settle his motor insurance claim is too low. What happened In March 2023, Mr A’s car was damaged in an accident. He held a fully comprehensive motor insurance polic... (3 pages)View decision
