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-4697464
25 Mar 2024 Together Personal Finance Limited UpheldMortgagesDRN-4697464 The complaint Miss C complains that Together Personal Finance Limited irresponsibly lent her a second charge mortgage (secured loan). What happened Miss C took this loan in 2019. She borrowed around £68,000 including fees over a term of 25 years. The loan was on repayment terms... (4 pages)View decision -
Decision Reference DRN-4674602
25 Mar 2024 Metro Bank PLC Not upheldMortgagesDRN-4674602 The complaint Mr and Mrs D complain that Metro Bank PLC would only allow them to choose a new interest rate product for their mortgage up to four months before their present rate expired. They believe that is inconsistent with the Mortgage Charter, which says lenders should giv... (2 pages)View decision -
Decision Reference DRN-4648436
25 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4648436 The complaint Mr M complains that HSBC UK Bank Plc won’t return a payment to him which credited his closed account in error. What happened Mr M says he had an issue with a third party mobile phone provider, and he was due a refund of £338. He says they should have paid this mon... (3 pages)View decision -
Decision Reference DRN-4407503
25 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4407503 The complaint Mr H complains that Bank of Scotland plc (trading as “Halifax”) won’t refund transactions totalling around £24,000 made to various cryptocurrency platforms that he says he didn’t authorise. What happened The details of this complaint are well known to both parties... (3 pages)View decision -
Decision Reference DRN-4445056
25 Mar 2024 Phoenix Group Management Services Limited Not upheldMortgagesDRN-4445056 The complaint The estate of Mrs G complain that Phoenix Group Management Services Limited mis-sold an equity release mortgage. What happened In 2000, Mr and Mrs G took out an equity release mortgage with Northern Rock for £57,000. In 2003, they took a further advance of £25,000... (4 pages)View decision -
Decision Reference DRN-4361218
25 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4361218 The complaint Mr M complains National Westminster Bank Plc trading as Ulster Bank (“Ulster Bank”) took an unreasonable amount of time to transfer money out of his account with them into one with another bank. What happened On 3 October 2022 Mr M received a substantial sum of mo... (3 pages)View decision -
Decision Reference DRN-4695196
25 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4695196 The complaint Mr H says Barclays Bank UK Plc, trading as Barclaycard, irresponsibly lent to him. What happened Mr H opened a credit card with Barclays in July 1998. The bank gave him an opening limit of £1,000 and over the following six years Barclays increased Mr H’s credit li... (2 pages)View decision -
Decision Reference DRN-4414112
25 Mar 2024 Topaz Finance Limited Not upheldMortgagesDRN-4414112 The complaint Mr R and Mrs R complain that Topaz Finance Limited trading as Heliodor Mortgages: Should not have approved additional mortgage borrowing for debt consolidation. Had not administered the interest rate on the mortgage fairly – and had overcharged them. Should ext... (4 pages)View decision -
Decision Reference DRN-4494311
25 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4494311 The complaint Mr A complains that Barclays Bank UK PLC unfairly closed his bank accounts. What happened Mr A had two accounts with Barclays – a current account and savings account. Mr A has explained that he used the accounts for saving towards holidays and to pay for entertai... (3 pages)View decision -
Decision Reference DRN-4336325
25 Mar 2024 StoneX Financial Ltd UpheldInvestmentsDRN-4336325 The complaint Miss D complains that StoneX Financial Ltd (trading as Forex.com) didn’t facilitate the automatic hedging option that should’ve been enabled on certain Contract for Differences (CFD) trades she had. This caused her a financial loss. What happened In October 2022 M... (3 pages)View decision
