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-4644327
4 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4644327 The complaint Mrs P complain that Nationwide Building Society has not met its obligations in regard to a payment for works on her mobility scooter using her debit card. What happened In July 2023 Mrs P made payments on her debit card totalling £24... (3 pages)View decision -
Decision Reference DRN-5123140
4 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123140 The complaint Ms J is unhappy that Monzo Bank Ltd have restricted her access to her account and with the service she’s received from Monzo when trying to regain access to her account. What happened In early 2024, Ms J obtained a new mobile phone and in early March 2024 she ... (5 pages)View decision -
Decision Reference DRN-4938735
4 Nov 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4938735 The complaint Mr B complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”). What happened Mr B took receipt of a used car in August 2022. He financed the deal through a hire purchase agreement with MotoNovo. ... (3 pages)View decision -
Decision Reference DRN-5123012
4 Nov 2024 Topaz Finance Limited UpheldMortgagesDRN-5123012 The complaint Mr R complains that Topaz Finance Limited trading as Hessonite Mortgages paid ground rent to his landlord, despite him disputing the amount and telling Hessonite that he did not want it to pay. What happened Mr R has a buy-to-let mortgage with Hessonite. In Apr... (4 pages)View decision -
Decision Reference DRN-5111665
4 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5111665 The complaint Mrs C is unhappy that Revolut Ltd (Revolut) won’t refund the money she lost to a scam. Mrs C has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mrs C throug... (7 pages)View decision -
Decision Reference DRN-4860034
4 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4860034 The complaint Mr S and Miss P’s complaint arises from the redemption of their mortgage with Bank of Scotland PLC trading as Halifax. They are unhappy that, on redemption of the mortgage, they incurred an early repayment charge (ERC) when they say Halifax had told them they w... (3 pages)View decision -
Decision Reference DRN-5087354
4 Nov 2024 Yorkshire Bank Home Loans Limited Not upheldMortgagesDRN-5087354 The complaint Mr and Mrs E complain that Yorkshire Bank Home Loans Limited wouldn’t allow them to port their mortgage in full to a new property, leading to them incurring an early repayment charge (ERC). What happened Mr and Mrs E took out a mortgage through Clydesdale Bank ... (4 pages)View decision -
Decision Reference DRN-5122785
4 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5122785 The complaint C complains Nationwide Building Society provided her with a poor level of service on multiple occasions when she was looking to obtain financial support. What happened C held a credit card with Nationwide. In October 2023 she contacted Nationwide to discuss her... (4 pages)View decision -
Decision Reference DRN-5087346
4 Nov 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5087346 The complaint Mr and Mrs E complain that Clydesdale Bank Plc wrongly advised them that they would be able to reclaim the early repayment charge (ERC) charged on their mortgage in full by porting it to a new property. What happened Mr and Mrs E had a mortgage – the lender was... (3 pages)View decision -
Decision Reference DRN-4989442
4 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4989442 The complaint Miss A complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost when she says she fell victim to three scams. What happened Miss A says she has fallen victim to three scams and has lost £240,445 between October 2019 and August 2021. Acr... (3 pages)View decision
