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 362195 results
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Decision Reference DRN-4694470
2 Apr 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4694470 The complaint Ms C complains that Bank of Scotland plc trading as Halifax failed to provide her with sufficiently clear information when she opened a fixed rate ISA in April 2023. What happened Ms C opened a fixed rate ISA with Halifax using an online application in April 2023.... (3 pages)View decision -
Decision Reference DRN-4530124
2 Apr 2024 TSB Bank plc Not upheldMortgagesDRN-4530124 The complaint Mr and Mrs F complain that TSB Bank plc (TSB) applied a missed payment marker to their credit file when they failed to make their June 2023 mortgage repayment on time. What happened Mr and Mrs F had a mortgage with TSB. In January 2022 they had re-mortgaged with T... (3 pages)View decision -
Decision Reference DRN-4478898
2 Apr 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4478898 The complaint Miss Z is unhappy at the way HSBC UK Plc applies the payments she makes to her mortgage account, which keeps leading to her falling into arrears, even though she is paying the amount the HSBC banking app is telling her to pay. To settle the complaint, Miss Z wants... (3 pages)View decision -
Decision Reference DRN-4696121
2 Apr 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4696121 The complaint Ms T complains that Bank of Ireland (UK) Plc (Bank of Ireland) sent a letter to another customer with her account details on it. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on g... (2 pages)View decision -
Decision Reference DRN-4589263
2 Apr 2024 Santander UK Plc Not upheldConsumer CreditDRN-4589263 The complaint Mr S has complained that Santander UK Plc is deliberately hindering him from making overpayments to his loan, in order to benefit from more interest. What happened Mr S has a loan with Santander. In August 2023, he contacted it to say he wanted to increase his Dir... (1 page)View decision -
Decision Reference DRN-4716987
2 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4716987 The complaint Mr G complains that due to an error made by Aviva Insurance Limited (Aviva) relating to his van insurance policy for his business, which I’ll refer to as M, he was stopped and detained by the Police for driving without insurance. Mr G, on behalf of his business M,... (3 pages)View decision -
Decision Reference DRN-4631328
2 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4631328 The complaint Mr M complains that Monzo Bank Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in December 2021 and Jan... (5 pages)View decision -
Decision Reference DRN-4711524
2 Apr 2024 Mortgage Connect (N.I) Ltd UpheldInsuranceDRN-4711524 The complaint Mrs M is unhappy that Mortgage Connect (N.I) Limited mis-sold her an income protection policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus ... (3 pages)View decision -
Decision Reference DRN-4716941
2 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4716941 The complaint Mr R complains about racial discrimination when he visited Barclays Bank UK PLC to make a large cash withdrawal. What happened I issued a provisional decision on 7 March 2024, and this is what I said: I’ve considered the relevant information about this complaint. ... (5 pages)View decision -
Decision Reference DRN-4457453
2 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4457453 The complaint Mr L complains HSBC UK Bank Plc passed on an exchange rate loss. What happened Mr L was making a series of transactions from an HSBC account in Swiss Francs (CHF) to an account in Switzerland. The payments were due to be sent in CHF. On the second transfer Mr L re... (3 pages)View decision
