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 369227 results
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Decision Reference DRN-4747267
2 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4747267 The complaint Mr N complains that HSBC UK Bank Plc timed him out of an online form when he tried to raise a dispute with them. What happened Mr N says the online form to raise a dispute with HSBC does not specify after how long it will time out and it does also not specify at t... (2 pages)View decision -
Decision Reference DRN-4728764
2 May 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4728764 The complaint Mr G1 and Mr G2 complain that Kensington Mortgage Company Limited didn’t make clear to them what impact a payment break on their mortgage would have on their credit files. What happened Mr G1 and Mr G2 took out a mortgage with Kensington in 2022. It is on a fixed ... (3 pages)View decision -
Decision Reference DRN-4771567
2 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4771567 The complaint Miss J complains that Nationwide Building Society (“Nationwide”) was irresponsible when it granted her a credit card account and later, on several occasions, increased her credit limit. What happened In April 2005 Nationwide opened a credit card account for Miss J... (4 pages)View decision -
Decision Reference DRN-4672486
1 May 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4672486 The complaint Mr O complains that Amtrust Europe Limited (“Amtrust”) unfairly declined a claim made under his building warranty. What happened Mr O’s property suffered a leak in July 2021. There was substantial damage to Mr O’s contents as well as the building itself. Mr O arra... (3 pages)View decision -
Decision Reference DRN-4665166
1 May 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4665166 The complaint Mr S and Mrs S complain about Aviva Life & Pensions UK Limited’s administration in relation to the surrender of Mrs S’s Flexible Bond. They say that delays and failings on Aviva’s part have caused a financial loss, as the value of the investment had reduced by... (6 pages)View decision -
Decision Reference DRN-4776800
1 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4776800 The complaint Mr A complains about how HSBC UK Bank Plc, trading as John Lewis Financial Services Limited (“JLFS”), dealt with his claim under section 75 of the Consumer Credit Act 1974 for a refund of his lifetime membership of an online investors’ service. What happened In De... (2 pages)View decision -
Decision Reference DRN-4735933
1 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4735933 The complaint Miss N complains that Monzo Bank Ltd (“Monzo”) set up a repayment plan on her account without her agreement, which has adversely impacted her credit file. What happened Miss N opened an account with Monzo on 12 June 2020. On 5 September 2023 Miss N contacted Monzo... (3 pages)View decision -
Decision Reference DRN-4557032
1 May 2024 Santander UK Plc Not upheldMortgagesDRN-4557032 The complaint Mr B and Miss D complain that Santander UK Plc treated them unfairly regarding their mortgage after they separated. Mr B has dealt with the complaint. Mr B says Santander forced them to sell the property as it didn’t agree to transfer the mortgage into his sole na... (3 pages)View decision -
Decision Reference DRN-4730848
1 May 2024 Quilter Financial Services Ltd Not upheldInsuranceDRN-4730848 The complaint Mr I has complained that Quilter Financial Services Ltd mis-sold him a mortgage payment protection insurance (PPI) policy that provided cover for unemployment. Mr I has been represented by his wife in making this complaint. However, for ease, I will mostly just be... (3 pages)View decision -
Decision Reference DRN-4752294
1 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4752294 The complaint Mr F complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr F says: Mr F was looking to make more money to meet household bills and to prepare for retirement. He saw an advert on Facebook which was apparentl... (5 pages)View decision
