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 361839 results
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Decision Reference DRN-4478766
12 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4478766 The complaint Ms A complains HSBC UK Bank Plc didn’t assist her in recovering an international payment. She says that as a result of its inaction, she has lost out financially and experienced significant distress and inconvenience. What happened Ms A made an international trans... (2 pages)View decision -
Decision Reference DRN-4545473
12 Feb 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4545473 The complaint Mr S complains about the quality of a used car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened In March 2022, Mr S acquired a used car through a hire purcha... (4 pages)View decision -
Decision Reference DRN-4598072
12 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4598072 The complaint Mr and Mrs H’s complaint is that Bank of Scotland PLC trading as Halifax has refused to extend the term of their residential mortgage up to when they reach the age of 70 (so by about 19-21 years). Mr and Mrs H say this is unfair because they run their business fro... (5 pages)View decision -
Decision Reference DRN-4294704
12 Feb 2024 Skipton Building Society UpheldMortgagesDRN-4294704 The complaint This complaint’s about a mortgage that Mrs and Mr P took out with Skipton Building Society in 2022 to buy a home following their move to the UK from overseas. They’re unhappy that Skipton insisted they convert the entire net sales proceeds of their overseas home i... (3 pages)View decision -
Decision Reference DRN-4376121
12 Feb 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4376121 The complaint Mr O complains that Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (SFS) should have advised him earlier that he could reduce his mileage on his Contract Hire Agreement. He would like a refund of £3545.28 to reflect what he says he ... (2 pages)View decision -
Decision Reference DRN-4615362
12 Feb 2024 Paragon Bank Plc UpheldBanking and PaymentsDRN-4615362 The complaint Mr M complains about Paragon Bank Plc’s delays when rejecting his ISA and returning his funds. What happened I issued my provisional decision on 13 December 2023, and this is what I said: I’ve considered the relevant information about this complaint. Based on what... (6 pages)View decision -
Decision Reference DRN-4321745
12 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4321745 The complaint Mrs B and Miss B complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. Mrs B and Miss B are being represented by a third party. To keep things simple, I will refer to Mrs B and Miss B throughout my decision.... (4 pages)View decision -
Decision Reference DRN-4488921
12 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4488921 The complaint Miss A that Metro Bank PLC recorded information about her with the fraud database, Cifas. What happened Miss A had an account with Metro. On 18 October 2022, Miss A received a payment of £160,000 into her personal account. The following day, Miss A visited a metro... (3 pages)View decision -
Decision Reference DRN-4552241
12 Feb 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4552241 The complaint Mr T complains about Highway Insurance Company Limited’s handling of his home insurance (contents) claim. Highway is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Highway has accepted it is accountab... (5 pages)View decision -
Decision Reference DRN-4363869
12 Feb 2024 Pepper (UK) Limited Not upheldMortgagesDRN-4363869 The complaint Mr G is unhappy about poor customer service received from Pepper (UK) Limited trading as Engage Credit. Mr G’s concerns are: he is unhappy that his mortgage was transferred from his original lender to Engage; the wait times to speak to someone at Engage are unac... (4 pages)View decision
