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 364862 results
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Decision Reference DRN-4470921
3 May 2024 Checkout Ltd UpheldBanking and PaymentsDRN-4470921 The complaint G, a limited company, complains that Checkout Ltd unfairly closed their accounts. They’d like the account reinstated, or an explanation for the decision to terminate the service and a reimbursement of lost fees. What happened G held an account with Checkout, which... (2 pages)View decision -
Decision Reference DRN-4439234
3 May 2024 Shop Direct Financial Services Ltd Not upheldConsumer CreditDRN-4439234 The complaint Miss G complains how Shop Direct Financial Services Ltd (‘SD’) handled a claim she made to it. What happened The parties are familiar with the background details to this complaint, so I will simply summarise these here. It reflects my informal remit. Miss G paid f... (3 pages)View decision -
Decision Reference DRN-4774077
3 May 2024 Bamboo Limited Not upheldConsumer CreditDRN-4774077 The complaint Mrs L complains that Bamboo Limited (“Bamboo”) gave her a loan which was unaffordable. What happened Bamboo advanced one loan to Mrs L of £5,000 on 18 February 2021. Mrs L was due to make 59 payments of £162.72 followed by a final payment of £162.74. In total Mrs ... (6 pages)View decision -
Decision Reference DRN-4439507
3 May 2024 Nationwide Building Society UpheldMortgagesDRN-4439507 The complaint Mrs U complains that Nationwide Building Society has failed to protect her from changes being made to a joint mortgage she remains party to, although she had asked it not to allow changes to the mortgage without the agreement of both parties. What happened Mrs U t... (4 pages)View decision -
Decision Reference DRN-4755571
3 May 2024 Skipton Building Society UpheldInvestmentsDRN-4755571 The complaint Mr B has complained about the online service provided by Skipton Building Society (‘Skipton’). He was unable to withdraw funds or close his online accounts as instructed. What happened Mr B had two fixed term savings accounts with Skipton totalling over £200,000. ... (5 pages)View decision -
Decision Reference DRN-4779931
3 May 2024 Leeds Building Society UpheldBanking and PaymentsDRN-4779931 The complaint Miss S complains about Leeds Building Society’s online banking system having a security fault. Also, their failure to consider her disability. What happened Miss S explains she has a disability and is susceptible to becoming distressed. Miss S accesses her Leeds b... (6 pages)View decision -
Decision Reference DRN-4641394
3 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4641394 The complaint Mr F complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In August 2022, Mr F was looking to invest some money he’d received from a property sale and so contacted a friend of his he’d inv... (3 pages)View decision -
Decision Reference DRN-4759062
3 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4759062 The complaint Mr A is unhappy Barclays Bank UK PLC have recorded a Cifas marker on his credit file and he’d like this to be removed. What happened Mr A says he allowed his friend to use his account which received a credit of £1,100 on 14 June 2023 and was withdrawn on the same ... (4 pages)View decision -
Decision Reference DRN-4740966
3 May 2024 The Mortgage Business Plc UpheldMortgagesDRN-4740966 The complaint Miss S complains about the way in which The Mortgage Business Plc have administered her buy to let mortgage account. What happened In 2007 Miss S took out an interest only buy to let (BTL) mortgage of around £76,000 with a term of ten years with The Mortgage Busin... (11 pages)View decision -
Decision Reference DRN-4745944
3 May 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4745944 The complaint Mrs T is unhappy with the way Inter Partner Assistance SA (‘IPA’) handled her claim. All reference to IPA includes any agents. What happened Mrs T bought a travel insurance policy, underwritten by IPA. Unfortunately, whilst on holiday, Mrs T needed emergency medic... (2 pages)View decision
