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 367300 results
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Decision Reference DRN-5085114
4 Nov 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5085114 The complaint Miss M complains that she was misled by National Westminster Bank Plc when she contacted it about taking out a new interest rate product and switching to interest only payments for six months. What happened Miss M has a mortgage with NatWest. Her interest rate ... (4 pages)View decision -
Decision Reference DRN-4645500
4 Nov 2024 Motability Operations Limited UpheldConsumer CreditDRN-4645500 The complaint Mrs B complains about a car she hired from Motability Operations Limited, and about related issues. What happened In September 2022 Mrs B hired a car under a regulated hire agreement with Motability Operations. She made an advance rental payment of £2,495, the ... (3 pages)View decision -
Decision Reference DRN-5122960
4 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5122960 The complaint Mr C complains that he was unable to make a partial withdrawal when his ISA matured and was forced to re-invest his full balance. He says this was because of system failures by Clydesdale Bank Plc trading as Virgin Money. What happened Mr C held a fixed rate c... (5 pages)View decision -
Decision Reference DRN-4809526
4 Nov 2024 AJ Bell Securities Limited Not upheldInvestmentsDRN-4809526 The complaint Mr J complains that AJ Bell Securities Limited failed to give sufficient notice of a corporate action for shares he held. Mr J says this led to a protracted transfer of the shares to a charity of his choice. What happened On 14 October 2022, AJ Bell issued a no... (3 pages)View decision -
Decision Reference DRN-5123159
4 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5123159 The complaint G complains that Nationwide Building Society withdrew its facility for him to do his banking through its specialist support team (SST) and further that it has given him notice of closure of his account. What happened G switched his account to Nationwide in Octo... (3 pages)View decision -
Decision Reference DRN-4465918
4 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4465918 The complaint Mrs H complains that Santander UK Plc won’t reimburse her after she lost money to an investment – that she now considers to have been a scam. What happened Mrs H has explained that she was introduced to an investment opportunity, that I’ll refer to as S, by a f... (6 pages)View decision -
Decision Reference DRN-5032812
4 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5032812 The complaint Miss E has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss E was told by Aqua that they were closing her account. They also lodged a fraud-related marker on her... (3 pages)View decision -
Decision Reference DRN-4911780
4 Nov 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4911780 The complaint Mr K has complained about the way Metro Bank PLC handled some loan repayments from his current account. What happened Mr K authorised repayments for a loan to be taken from his Metro account using his Metro debit card. The loan company has explained that a repa... (2 pages)View decision -
Decision Reference DRN-5123067
4 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5123067 The complaint Mr S complains Nationwide Building Society (Nationwide) provided poor customer service when he asked for his packaged bank account to be closed. What happened Mr S says at short notice he was moved overseas with his job and contacted Nationwide by webchat in mi... (3 pages)View decision -
Decision Reference DRN-5123292
4 Nov 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-5123292 The complaint Mr W complains about the delayed in-specie transfer of his Stocks and Shares ISA from Aviva Life & Pensions UK Limited to a third-party provider (referred to as “the transferee”). To put things right, he’d like compensation for losses claimed. What happen... (5 pages)View decision
