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 4563 results
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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 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 DRN-1595302
17 Sep 2020 J D Williams & Company Limited UpheldConsumer CreditDRN-1595302The complaintMr W has complained J D Williams & Company Limited continues to put linked addresses on his credit record which are not his. What happenedIn 2019 Mr W noticed an address had been added to his credit record as linked to him. He’d had this problem before when a nu... (3 pages)View decision -
Decision Reference DRN-1628015
19 Jun 2020 Secure Trust Bank Plc UpheldConsumer CreditThe complaint Miss J’s complaint is about a finance agreement she has with Secure Trust Bank plc (“Secure Trust”), trading as Moneyway. She says they didn’t advise her they had problems with the vehicle ownership registration. The details of this complaint are well known to both parties so... (2 pages)View decision -
Decision Reference DRN7548792
25 Jun 2013 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr Q complains that Aktiv Kapital (UK) Limited should remove adverse information from his credit file. He says that Aktiv Kapital - on behalf of a bank - is pursuing him for a debt on a credit card account which was closed more than six years ago.backgroundMr Q had a bank credit card acc... (1 page)View decision -
Decision Reference DRN-3067041
30 Sep 2021 Soteria Insurance Limited UpheldInsuranceDRN-3067041 The complaint Mr E complains about Soteria Insurance Limited (‘Soteria’) avoiding his motor insurance policy because he hadn’t told them about a wrap on his vehicle. Soteria treated this as a modification he should have told them about. Soteria uses agents to administer its pol... (6 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 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 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 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
