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
-
Decision Reference DRN-4336782
22 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4336782 The complaint Mr S complains Santander UK Plc (‘Santander’) froze and then closed his current account and investment account. He’s also unhappy about the time Santander took to give him the funds from the accounts. What happened Mr S had a current account and an investment a... (7 pages)View decision -
Decision Reference DRN-5095900
22 Oct 2024 Shore Financial Services Ltd UpheldMortgagesDRN-5095900 The complaint Mr J and Mr K complain that Shore Financial Services Ltd Shore didn’t tell them in 2021 that the mortgage it was recommending charged interest on a monthly, not daily basis. They said they’re paying more now to exit this mortgage, because of this. What happened... (5 pages)View decision -
Decision Reference DRN-4882299
22 Oct 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4882299 The complaint Mr M complains that Motability Operations Limited (“MOL”) has acted unfairly in relation to an Advance Payment (“AP”) he needed to make before a car was supplied to him through a hire agreement. What happened In January 2024 Mr M was supplied with a new car by ... (3 pages)View decision -
Decision Reference DRN-4927525
22 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4927525 The complaint Ms R complains HSBC UK Bank Plc (“HSBC”) were over-zealous when asking for information relating to the beneficiary to complete a payment to her family member who resided abroad. Ms R says some of the information HSBC asked for wasn’t something she’d know and th... (4 pages)View decision -
Decision Reference DRN-4673849
22 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4673849 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money, closed his bank account and held onto funds paid into the account. He also complains that Virgin Money has recorded incorrect data to credit reference agencies which has affected his credit score.... (5 pages)View decision -
Decision Reference DRN-5009874
22 Oct 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5009874 The complaint Mr E complained that Bank of Ireland (UK) Plc (“BOI”) recorded a marker against his name on a fraud prevention database, which prevented him from obtaining a mortgage elsewhere. What happened Mr E applied for a mortgage with BOI, using the support of a broker. ... (3 pages)View decision -
Decision Reference DRN-5030896
22 Oct 2024 Collingwood Insurance Company Ltd Not upheldInsuranceDRN-5030896 The complaint Mr S is unhappy with costs he faced when he cancelled his car insurance policy with Collingwood Insurance Company Ltd (“Collingwood Insurance”). Mr S had representation for the complaint, but for ease and simplicity, I’ve only referred to Mr S. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4826198
22 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4826198 The complaint Mr H has complained that American Express Services Europe Limited (AESEL) (‘Amex’) has closed his credit card account. What happened Mr H had an account with Amex, but it decided to close it. Mr H feels this was unfair, particularly as it had recently made two ... (1 page)View decision -
Decision Reference DRN-5077477
22 Oct 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5077477 The complaint Mr and Mrs A have complained about their home insurance policy with Zurich Insurance PLC. What happened In 2023, Mr and Mrs A made a claim under the legal expenses section of their home insurance policy. The claim was declined for lack of reasonable prospects, ... (3 pages)View decision -
Decision Reference DRN-5066922
22 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5066922 The complaint Mr R complains that Tesco Personal Finance PLC trading as Tesco Bank sent him a Notice of Sums in Arrears letter even though he’d set up a direct debit for his monthly minimum payment. What happened Mr R holds a Tesco Bank credit card. On 21 June 2024 Tesco Ban... (3 pages)View decision
