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 380824 results
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Decision Reference DRN-5137948
26 Nov 2024 Experian Limited Not upheldConsumer CreditDRN-5137948 The complaint Mr M complains about subscription charges taken by Experian Limited. What happened In November 2022 Mr M signed up for a CreditExpert membership with Experian. The membership was subject to a 30 day free trial followed by monthly subscription payments of £14.9... (2 pages)View decision -
Decision Reference DRN-5114113
26 Nov 2024 Tandem Home Loans Ltd UpheldMortgagesDRN-5114113 The complaint Mr M and Miss M complain that Tandem Home Loans Ltd irresponsibly lent them two second charge secured loans. They say these loans have put them in financial difficulty, they’ve had to take out more credit since to keep on top of their outgoings, and these loans... (5 pages)View decision -
Decision Reference DRN-4874220
26 Nov 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4874220 The complaint Ms H complains about the length of time it took Hargreaves Lansdown Asset Management Limited to transfer her stocks and shares ISA to a different firm. What happened Ms H requested a transfer of her stocks and shares ISA in December 2022 from HL to a different ... (4 pages)View decision -
Decision Reference DRN-5097520
26 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5097520 The complaint Mr G complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr G tells us th... (7 pages)View decision -
Decision Reference DRN-5123273
26 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5123273 The complaint Mr B complains HSBC UK Bank plc (HSBC) were responsible for the loss of two US $100 notes when he visited one of its branches to make a deposit. What happened Mr B says he visited a branch of HSBC in late February 2024 to make a sizeable US $ cash deposit and w... (3 pages)View decision -
Decision Reference DRN-5147809
26 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5147809 The complaint Mr A and Miss B are unhappy with several aspects of the service they’ve received from National Westminster Bank Plc (“NatWest”) surrounding their attempts to have Mr A added as a joint account holder to Miss B’s account. What happened Mr A and Miss B were movi... (4 pages)View decision -
Decision Reference DRN-5129865
26 Nov 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5129865 The complaint Miss T complains that J.P. Morgan Europe Limited trading as Chase declined to pursue a chargeback claim to recover the cost of her holiday. What happened Earlier this year, Miss T took her family on a holiday which she had booked through a merchant which I’ll ... (2 pages)View decision -
Decision Reference DRN-5069865
26 Nov 2024 National Westminster Bank Plc UpheldMortgagesDRN-5069865 The complaint This complaint’s about a mortgage Mrs and Mr P hold with National Westminster Bank Plc (NatWest). The essence of their complaint is that NatWest failed to tell them the correct monthly payment they’d be paying on a new five-year fixed rate deal when they commit... (3 pages)View decision -
Decision Reference DRN-4813676
26 Nov 2024 HSBC UK Bank Plc Not upheldInvestmentsDRN-4813676 The complaint Mr S approached HSBC UK Bank Plc to invest £150,000. He complains that HSBC was unprofessional, didn’t honour its promises and staff were poor communicators and so in the end he did not go ahead with the investment. The matter caused him distress and inconvenie... (2 pages)View decision -
Decision Reference DRN-5170024
26 Nov 2024 Elmco Ltd UpheldMortgagesDRN-5170024 The complaint This complaint is about an abortive attempt Mr and Mrs H made to secure a mortgage through Elmco Ltd trading as The Mortgage Brain (hereafter referred to as Elmco). They were eventually turned down for a mortgage by several lenders, but only after they had pai... (5 pages)View decision
