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 360264 results
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Decision Reference DRN-4544153
19 Jan 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4544153 The complaint Miss A has complained that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) is holding her liable for three fixed sum loan agreements. What happened The circumstances of the complaint are well known so I’m not going to go over everyt... (2 pages)View decision -
Decision Reference DRN-4515316
19 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4515316 The complaint Mr M is unhappy with the service he received from Lloyds Bank PLC. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat everything in detail. Instead, I will provide a summary and focus on giving the reasons for my de... (3 pages)View decision -
Decision Reference DRN-4294392
19 Jan 2024 Santander UK Plc Not upheldMortgagesDRN-4294392 The complaint Mrs M and Mr T complain that Santander UK Plc and the solicitor it appointed made errors which meant their purchase fell through. They had to live in temporary accommodation for several months and incurred additional costs of about £9,000, including for insurance ... (3 pages)View decision -
Decision Reference DRN-4496274
19 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4496274 The complaint Miss S complains Santander UK PLC (Santander) refused to refund transactions on her account which she says she didn’t make. What happened The facts of this complaint are well known to both parties, so I will not repeat these in detail. In summary, Miss S says she ... (2 pages)View decision -
Decision Reference DRN-4342481
19 Jan 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4342481 The complaint Ms S’ complaint is about a buy-to-let mortgage she holds with Bank of Scotland plc trading as Birmingham Midshires (BoS). She is unhappy that some payments were not collected on the mortgage in early 2021 because BoS didn’t restart the direct debit that paid it fo... (3 pages)View decision -
Decision Reference DRN-4567723
19 Jan 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4567723 The complaint Mr and Mrs D’s complaint is about a second charge loan they had with Kensington Mortgage Company Limited. They are unhappy that the amount they were paying was insufficient to repay the loan by the end of the term and questioned that Kensington had refunded them £... (5 pages)View decision -
Decision Reference DRN-4513548
19 Jan 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4513548 The complaint Mr and Mrs I complain about delays in Liverpool Victoria Insurance Company Limited (LV)’s handling of a subsidence claim they made on their home insurance policy. Reference to LV includes its agents. What happened Mr and Mrs I hold a home insurance policy with LV ... (2 pages)View decision -
Decision Reference DRN-4387825
19 Jan 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4387825 The complaint Miss T says that MBNA Limited (who I’ll call MBNA) were unreasonable to default her credit card account. 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 on giving my reasons for my ... (2 pages)View decision -
Decision Reference DRN-4194143
19 Jan 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4194143 The complaint Mr C complains that Hargreaves Lansdown Asset Management Limited (‘Hargreaves Lansdown’) sold his shares without prior notice or permission. He says this caused him a financial loss for which he wants compensation. What happened Mr C was a customer of Hargreaves L... (4 pages)View decision -
Decision Reference DRN-4555646
19 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4555646 The complaint Miss H has a current account with Monzo Bank Ltd. In July 2022, she owned a van which needed a major repair. A man contacted her through social media and told her he could arrange the repair for her. She transferred just under £2,000 to him from her Monzo account.... (4 pages)View decision
