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 366763 results
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Decision Reference DRN-5441380
24 Apr 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5441380 The complaint Mr H is unhappy that Trading 212 UK Limited (“Trading 212”) paid compensation into his ISA despite the fact he’d asked it to pay it directly into his bank account. Mr H says as a result the maximum annual allowance was breached. What happened Mr H was due £75... (3 pages)View decision -
Decision Reference DRN-5492087
24 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5492087 The complaint Mrs N’s complaint is, in essence, that First Holiday Finance Ltd (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 (as amended) (the ‘CCA’) and (2) deci... (18 pages)View decision -
Decision Reference DRN-5419421
24 Apr 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5419421 The complaint Miss M complains that Lloyds Bank PLC recorded adverse information about her loan account on her credit file. What happened Miss M held a loan account (loan 1) with Lloyds. In June 2019, Miss M began to miss her contractual repayments. Lloyds agreed to reduce t... (3 pages)View decision -
Decision Reference DRN-5503829
24 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5503829 The complaint Ms T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t allow her to take a new fixed rate on her mortgage without the consent of her ex-husband, who is a joint borrower on the mortgage. Ms T’s ex-husband is not a party to this comp... (5 pages)View decision -
Decision Reference DRN-5427639
24 Apr 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5427639The complaint Mr S as an executor of the late Ms S’s estate complain s that National Savings and Investments (“NS&I”) wrongly paid out another customers bonds to him resulting in him being asked to pay the value of the bonds back. What happened Mr S discovered a premium bond... (4 pages)View decision -
Decision Reference DRN-5235881
24 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5235881 The complaint Mr Y complains HSBC UK Bank Plc unfairly closed his account without notifying him. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr Y held a HSBC current account. Mr Y had no agree... (3 pages)View decision -
Decision Reference DRN-5151189
24 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5151189 The complaint Miss M complains that Barclays Bank UK Plc won’t refund the money she says she lost to a scam. What happened In April 2024 Miss M was looking for a room to rent, and contacted a property rental company – which I’ll call ‘D’ – on the recommendation of a friend.... (3 pages)View decision -
Decision Reference DRN-5504188
24 Apr 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5504188 The complaint Mr B, with the help of a professional representative (‘the PR’), complained about the brokering of a loan (the ‘Credit Agreement’) Mr B took out with Clydesdale Financial Services, trading as Barclays Partner Finance (the ‘Lender’). What happened On 30 May 201... (3 pages)View decision -
Decision Reference DRN-5414072
24 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5414072 The complaint Mr H and Mrs H complain AXA Insurance UK Plc (AXA) have added an endorsement to their home insurance policy and declined their claim. Mr H and Mrs H are being represented in this complaint by a third party, but as Mr H is the first policyholder, and for ease, I... (3 pages)View decision -
Decision Reference DRN-5504182
24 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5504182 The complaint Miss D complains about Wise Payments Limited (Wise) refusing to refund her the amount she lost as the result of a scam. Miss D is represented in this complaint, but I’ll refer to her as it’s her complaint What happened Miss D was looking to earn a second income... (5 pages)View decision
