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-4704060
25 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4704060 The complaint Mr C and his mother Mrs C complain that Barclays Bank UK PLC wouldn’t agree to further borrowing on their mortgage. Mr C has led this complaint. What happened Mr C and Mrs C have a mortgage with Barclays. They also have a linked mortgage current account (MCA), whi... (2 pages)View decision -
Decision Reference DRN-4389310
25 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4389310 The complaint Mr D complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from losing money to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In brief summary, Mr D says that... (2 pages)View decision -
Decision Reference DRN-4452250
25 Mar 2024 Bank of Scotland Plc UpheldMortgagesDRN-4452250 The complaint Mr and Mrs G complain that Bank of Scotland plc trading as Halifax failed to return the deeds to their property, which they had entrusted to Halifax for safekeeping. Mr and Mrs G said this had very upsetting consequences and they wanted Halifax to put things right... (3 pages)View decision -
Decision Reference DRN-4507542
25 Mar 2024 NRAM Limited Not upheldMortgagesDRN-4507542 The complaint Mr L complains about the way that NRAM Limited dealt with the redemption of three buy-to let mortgages. What happened Mr L had three buy-to-let mortgages with NRAM. On 22 December 2022, Mr L’s solicitors asked NRAM for redemption statements for all three mortgages... (3 pages)View decision -
Decision Reference DRN-4535765
25 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4535765 The complaint Miss B complains that Santander UK Plc did not take appropriate action when an employee was rude to her. What happened Miss B was the victim of a scam in which the scammer impersonated Santander. They did this by ‘spoofing’ Santander’s genuine phone number, so it ... (2 pages)View decision -
Decision Reference DRN-4655383
25 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4655383 The complaint Mr K complains that Aviva Insurance Limited (Aviva) failed to repair his car in full after an accident, and caused delays that impacted on its market value, under his motor insurance policy. What happened Mr K was involved in a car accident in July 2023. He made a... (2 pages)View decision -
Decision Reference DRN-4580244
25 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4580244 The complaint Mr C complains, in his capacity as a trustee of T, that Barclays Bank UK Plc took an unreasonably long time to process the trustees’ withdrawal request for funds held in T’s name. What happened Mr C told us: His late parents set up trusts to provide an income for... (2 pages)View decision -
Decision Reference DRN-4644154
25 Mar 2024 Pepper (UK) Limited Not upheldMortgagesDRN-4644154 The complaint Mr and Mrs M complain that Pepper (UK) Limited wouldn’t allow them to convert their mortgage to repayment terms. They’re also unhappy with the interest rate. What happened In 2007 Mr and Mrs M borrowed around £125,000 over a 25 year term, on repayment terms. For t... (3 pages)View decision -
Decision Reference DRN-4406446
25 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4406446 The complaint Mr C is unhappy with the issues he experienced when he tried to use his HSBC UK Bank Plc (trading as first direct) debit and credit cards to purchase fuel. What happened In July 2023, Mr C attempted to use his debit and credit card to purchase fuel, but he says bo... (2 pages)View decision -
Decision Reference DRN-4645953
25 Mar 2024 Tide Platform Limited UpheldBanking and PaymentsDRN-4645953 The complaint A has complained that Tide Platform Limited (“Tide”) closed its account after providing only 5 days’ notice and didn’t give a reason why. What happened On 15 June 2023 Tide wrote to A to explain that it had reviewed A’s account and following that review, it had de... (3 pages)View decision
