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 369228 results
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Decision Reference DRN-5577395
10 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5577395 The complaint With the help of a professional representative, Mr L complains that National Westminster Bank Public Limited Company trading as Ulster Bank lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr L. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-5593708
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5593708 The complaint Mr L complains that he was charged fees that he wasn't told about by HSBC UK Bank Plc (trading as First Direct), for international transfers. What happened In November and December 2024, Mr L carried out a series of transfers of money abroad. He was aware ... (2 pages)View decision -
Decision Reference DRN-5177773
10 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5177773 The complaint Mr and Mrs F say Nationwide Building Society (“Nationwide”) unfairly blocked their account and gave them incorrect information whilst they were on holiday. Mr and Mrs F says this caused them significant worry, distress and inconvenience. What happened The fact... (6 pages)View decision -
Decision Reference DRN-5612597
10 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5612597 The complaint Mr P complains about the information asked of him by Lloyds Bank PLC during a phone call and that it gave him misleading information concerning the use of a passcode. He also complains about how his complaint was handled. What happened On 20 November 2024 Mr P ... (4 pages)View decision -
Decision Reference DRN-5590000
10 Jun 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5590000 The complaint Mr B complains that CA Auto Finance UK Ltd (CA Auto) supplied him with a used car under a hire purchase agreement that was of unsatisfactory quality. What happened Mr B took out the hire purchase agreement on 15 June 2024. The car CA Auto supplied him with was... (3 pages)View decision -
Decision Reference DRN-5483531
10 Jun 2025 Saga Services Limited UpheldInsuranceDRN-5483531 The complaint Mr D complains Saga Services Limited (Saga) provided him with incorrect motor insurance policy documentation. What happened Mr D tried to request a copy of his 2024 motor insurance policy documentation on Saga’s online portal. Although the document provided to ... (3 pages)View decision -
Decision Reference DRN-5596808
10 Jun 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5596808 The complaint Mr T complains about the quality of a used car he acquired through a hire purchase agreement with Advantage Finance Ltd (‘Advantage’). Mr T says that he bought a car that was faulty and was mis-sold to him. He is unhappy about the customer service he has receiv... (5 pages)View decision -
Decision Reference DRN-5265660
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5265660 The complaint Mr M complains HSBC UK Bank Plc unfairly loaded him to a fraud database. What happened Mr M complained to HSBC about an account opened, in his name, in 2019. Mr M said he hadn’t opened this account. Mr M said a loading had been made to a fraud database about ... (2 pages)View decision -
Decision Reference DRN-5602141
10 Jun 2025 Freemans Plc Not upheldConsumer CreditDRN-5602141 Complaint Mr C has essentially complained that Freemans Plc (“Freemans”) unfairly provided him with a catalogue shopping account and limit increases that were unaffordable for him. He’s said that Freemans failed to carry out proportionate checks before providing with the acc... (5 pages)View decision -
Decision Reference DRN-5495394
10 Jun 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5495394 The complaint This complaint is about an interest-only mortgage Mr P holds with Lloyds Bank PLC. Mr P is unhappy that Lloyds refused to extend the mortgage term. The mortgage has expired and Mr P says Lloyds is trying to take his home from him rather than agree to one of his... (4 pages)View decision
