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 366700 results
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Decision Reference DRN-4615256
30 Apr 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4615256 The complaint Mr W complains that Lloyds Bank PLC (“Lloyds”) gave him inaccurate information about the amount he needed to pay to settle his loan. 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 ... (2 pages)View decision -
Decision Reference DRN-4602138
30 Apr 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4602138 The complaint Mrs K complains that Bank of Scotland plc trading as Birmingham Midshires Mortgages didn’t notify her of a failed direct debit, until it was too late for her to avoid an adverse mark on her credit file. She wants the credit file marker removed. What happened Mrs K... (3 pages)View decision -
Decision Reference DRN-4558050
30 Apr 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4558050 The complaint Mrs C complains that Barclays Bank UK PLC (Barclays) declined a loan application despite initially accepting it. She would like more compensation than Barclays has offered. What happened The details of this complaint are well known to both parties so I won’t repea... (2 pages)View decision -
Decision Reference DRN-4770615
30 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4770615 The complaint Mr G complains that Carey Pensions UK LLP (‘Carey’ - now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) failed to carry out sufficient due diligence on the investments made within his Self-Invested Personal Pension (‘SIPP’). ... (37 pages)View decision -
Decision Reference DRN-4741920
30 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4741920 The complaint Mr V, on behalf of Miss V complains about the service received from Metro Bank PLC (“Metro”). In particular, he is unhappy it mistakenly changed Miss V’s monthly statement preference to paperless. This meant Mr V was unaware of the account balance and interest rat... (3 pages)View decision -
Decision Reference DRN-4653716
30 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4653716 The complaint Mrs and Mr G complain that HSBC UK Bank Plc trading as First Direct Bank have incorrectly registered hard credit searches on their credit files. What happened Mrs and Mr G tried to set up a joint account with First Direct, but this was set up as a single account a... (3 pages)View decision -
Decision Reference DRN-4673817
30 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4673817 The complaint Mr K complains about the rate of exchange Bank of Scotland plc (“BOS”) applied when converting foreign currency received into his account to sterling. He says it used the tourist rate rather than the rate applicable to commercial transactions. What happened On 22 ... (3 pages)View decision -
Decision Reference DRN-4473414
30 Apr 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4473414 The complaint Mr H complains that Zopa Bank Limited hasn’t reported accurate information to a credit reference agency, which has affected its lending decision. Mr H says that Zopa misled him about his credit score, and he’s lost out on other available credit causing him undue s... (3 pages)View decision -
Decision Reference DRN-4554244
30 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4554244 The complaint Mr P has complained that after he’d asked for Santander UK Plc (“Santander”) to close his account, he changed his mind and asked Santander to keep his account open. However, Mr P says that Santander failed to act on this instruction and subsequently closed his acc... (3 pages)View decision -
Decision Reference DRN-4742468
30 Apr 2024 Inclusive Finance Limited Not upheldConsumer CreditDRN-4742468 The complaint Miss H complains that Inclusive Finance Limited trading as Creditspring was irresponsible in its lending to her. What happened Miss H was provided with a loan in June 2022 which allowed her to draw down two advances of £250 during a 12-month term. Each advance wou... (2 pages)View decision
