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 370904 results
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Decision Reference DRN-4735778
10 Sep 2024 Newcastle Building Society UpheldBanking and PaymentsDRN-4735778 The complaint Ms H is unhappy that Newcastle Building Society (NBS) incorrectly changed her account details leading to post and personal documents being sent to her old address. What happened Ms H changed her address by phone at the beginning of January 2024. NBS required co... (2 pages)View decision -
Decision Reference DRN-4923468
10 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4923468 The complaint Mr B complains that Nationwide Building Society lent irresponsibly when it approved his overdraft application and later increased the limit. Mr B also complains that Nationwide’s actions led to him becoming overly reliant on the overdraft facility and that it u... (3 pages)View decision -
Decision Reference DRN-5010167
10 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5010167 The complaint Mr M complains Nationwide Building Society didn’t contact him when there was unusual activity on his account. He also complains that Nationwide Building Society didn’t provide him with a letter about the activity he needed when he asked for it. He says this mea... (3 pages)View decision -
Decision Reference DRN-5012676
10 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5012676 The complaint Mrs M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (17 pages)View decision -
Decision Reference DRN-4920241
10 Sep 2024 Freemans Plc Not upheldConsumer CreditDRN-4920241 The complaint Miss H complains that Freemans Plc didn’t provide her with the support it should have when she was experiencing financial difficulties and then defaulted her account without warning. What happened Miss H experienced financial difficulties in July 2023, and was ... (3 pages)View decision -
Decision Reference DRN-4696745
10 Sep 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4696745 The complaint Mr O complains that Hargreaves Lansdown Asset Management Limited (HL) gave misleading information about an investment he bought for his stocks and shares ISA. He says that he’s now made a substantial financial loss as a result of this misleading information and... (7 pages)View decision -
Decision Reference DRN-4824737
10 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4824737 The complaint Miss L complains that Revolut Ltd didn’t do enough when she fell victim to a safe account scam. What happened Miss L has an account with Revolut which she opened in November 2017. She says she normally only uses the account when travelling which is consistent w... (3 pages)View decision -
Decision Reference DRN-4924348
10 Sep 2024 Paragon Bank Plc Not upheldMortgagesDRN-4924348 The complaint Mr G complains that Paragon Bank Plc didn’t take his vulnerable status into account or follow agreed processes when it contacted him about his mortgage. He asks for compensation and that we require it to follow best practice. What happened Mr G says due to his ... (3 pages)View decision -
Decision Reference DRN-5013816
10 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5013816 The complaint Mr H has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In February 2024, Mr H received a £175 bank transfer from another individual. In March 2024, Monzo received an official report from the sending bank, detailing how that... (4 pages)View decision -
Decision Reference DRN-4934768
10 Sep 2024 Bank of Ireland (UK) Plc Not upheldInsuranceDRN-4934768 The complaint Ms Q has complained that Bank of Ireland (UK) Plc trading as Post Office Financial Services mis-sold her an over 50’s life cover plan. What happened Ms Q took out over 50’s life cover on a non-advised basis in 2013. It pays a guaranteed sum on death. Her intent... (2 pages)View decision
