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 364766 results
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Decision Reference DRN-5452436
16 Apr 2025 London and Country Mortgages Ltd UpheldMortgagesDRN-5452436 The complaint Mr and Mrs E complain that London and Country Mortgages Ltd (“L&C”) didn’t perform a rate check on the mortgage before they took out a new mortgage product. What happened Mr and Mrs E have a mortgage with a lender. Their broker was L&C. The mortgage is ... (3 pages)View decision -
Decision Reference DRN-5097367
16 Apr 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5097367 The complaint Mr T complained that Capital professional Limited trading as Ascot Lloyd (Ascot Lloyd) has been deducting ongoing charges from his pension fund while not providing the appropriate services. He would like the charges he has paid to be refunded . What happened I... (4 pages)View decision -
Decision Reference DRN-5415928
16 Apr 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceThe complaint Mr H complains about Accredited Insurance (Europe) Ltd (‘Accredited’) declining a claim he made on his home insurance policy in addition to delays in it reviewing a report he provided. What happened In November 2022 Mr H made a claim on his home insurance policy following dam... (4 pages)View decision -
Decision Reference DRN-5469425
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5469425 The complaint Miss M says HSBC UK Bank PLC (“HSBC”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known by both parties, so I won’t repeat them in detail here. In short, Miss M says she... (3 pages)View decision -
Decision Reference DRN-5303876
16 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5303876 The complaint Miss K complains that she was misled by Bank of Scotland plc trading as Halifax on the level of borrowing needed when she completed a porting application leaving her with a shortfall. What happened Miss K took out a mortgage with Halifax in 2015 for £36,900 for... (2 pages)View decision -
Decision Reference DRN-4828601
16 Apr 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-4828601 The complaint Mrs M complains Lloyds Bank PLC trading as MBNA is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunity. She ... (3 pages)View decision -
Decision Reference DRN-5387075
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5387075 The complaint Mr and Mrs F say Nationwide Building Society (“Nationwide”) refuse to replace missing funds from their account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Mr and Mrs F say Mr F went into... (2 pages)View decision -
Decision Reference DRN-5487889
16 Apr 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5487889 The complaint Mr A complains PayPal UK Ltd unfairly charged him. What happened Mr A says he was incorrectly charged a fee. Mr A says he tried to complain about this, but his complaints were closed down or ignored. Mr A continued to raise this with PayPal, and it sent him a... (5 pages)View decision -
Decision Reference DRN-5322929
16 Apr 2025 Integrated Financial Arrangements LTD Not upheldPensions and AnnuitiesDRN-5322929 The complaint Mrs C complains that Integrated Financial Arrangements Ltd trading as Transact (Transact) made errors and provided her with a poor service for the pension she held with it. What happened Mrs C had a Personal Pension with Transact which she set up in 2022 follow... (6 pages)View decision -
Decision Reference DRN-5312539
16 Apr 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5312539 The complaint Mr R, who is represented by a third party, complains that Billing Finance Limited (‘Billing’) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In December 2020 Mr R acquired a new car financed by way of a hire purc... (4 pages)View decision
