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-4816280
23 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4816280 The complaint Mr C complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance registered a default on his credit file in relation to a fixed sum loan agreement. The business was previously known as Hitachi Capital (UK) Plc – I’ve referred to it as Novuna... (7 pages)View decision -
Decision Reference DRN-4924995
23 Jul 2024 National House-Building Council Not upheldInsuranceDRN-4924995 The complaint Mr M complains that National House-Building Council (NHBC) declined a claim he tried to make under a Buildmark building warranty. What happened Mr M purchased a new build home and was given a NHBC Buildmark warranty, which provided cover for certain defects an... (3 pages)View decision -
Decision Reference DRN-4907134
23 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4907134 The complaint Mr H complains about the service he received from HSBC UK Bank Plc when trying to open a secondary current account. What happened Mr H holds a current account with HSBC. In February 2024, he applied online for a secondary current account. Mr H contacted HSBC af... (3 pages)View decision -
Decision Reference DRN-4924959
23 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4924959 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) blocked and then closed his accounts without notice and didn’t give him a reason why. He wants an apology, compensation and to know the reason for the closure. What happened Mr B had various accoun... (4 pages)View decision -
Decision Reference DRN-4848577
23 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4848577 The complaint P, a limited company, complains that Starling Bank Limited unreasonably blocked and subsequently closed its accounts. It has also complained of the time taken to release the remaining funds. What happened P held an account with Starling, but in May 2023 discov... (2 pages)View decision -
Decision Reference DRN-4877969
23 Jul 2024 Equifinance Limited UpheldMortgagesDRN-4877969 The complaint Mr A and Mr P complain that Equifinance Limited gave them a secured loan without properly assessing whether it was affordable. What happened In May 2019, Mr A and Mr P took out a second charge secured loan with Equifinance for £159,790 – including broker and le... (16 pages)View decision -
Decision Reference DRN-4883149
23 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4883149 The complaint This complaint is brought by Messrs B and Mrs B trading as BF against Barclays Bank UK PLC. For ease of reference I will refer to submissions being made by Mrs B, as she has largely dealt with the complaint throughout. The complaint is that in 2016 Barclays fa... (5 pages)View decision -
Decision Reference DRN-4904920
23 Jul 2024 The Loan Partnership Ltd UpheldMortgagesDRN-4904920 The complaint Mr A and Mr P complain that The Loan Partnership Ltd (TLP) recommended a mortgage that was unsuitable for them. What happened In October 2018, Mr A and Mr P approached TLP for mortgage advice. They wanted to raise between £160,000 and £180,000 to repay a second... (7 pages)View decision -
Decision Reference DRN-4898266
23 Jul 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4898266 The complaint Mrs O has complained about the assistance she received from Northern Bank Limited trading as Danske Bank when making an international payment. What happened Mrs O was arranging to pay for materials from a company outside the UK for a home renovation. The invoi... (3 pages)View decision -
Decision Reference DRN-4874361
23 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4874361 The complaint S complains Aviva Insurance Limited delayed provision of a courtesy vehicle for a commercial motor insurance claim. S is a limited company. Its complaint has been made by a director, via a representative. For simplicity I’ve referred to the representative’s ac... (3 pages)View decision
