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 366874 results
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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 -
Decision Reference DRN-4232137
25 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4232137 The complaint Mr O is unhappy because HSBC UK Bank plc (‘HSBC’) have declined to refund him in full the £25,000 which he lost as a result of a scam. What happened The details of the complaint are well known to both parties, so I will not go into every detail of what happened he... (4 pages)View decision -
Decision Reference DRN-4651621
25 Mar 2024 Trinity Lane Insurance Company Limited Not upheldInsuranceDRN-4651621 The complaint Mr G complains that Trinity Lane Insurance Company Limited (Trinity) unfairly declined his claim for damage caused by driving over a pothole, under his motor insurance policy. What happened Mr G contacted Trinity to make a claim for a cracked dashboard panel. He s... (3 pages)View decision -
Decision Reference DRN-4623819
25 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4623819 The complaint The trustees of a trust, which I will refer to as T, complain about the way The Royal Bank of Scotland Plc carried out a Business Profile Review of its bank account. What happened T is a pension scheme, originally set up for the benefit of the directors of a limit... (2 pages)View decision -
Decision Reference DRN-4610721
25 Mar 2024 Nationwide Building Society UpheldMortgagesDRN-4610721 The complaint Mr W, Mrs W, and Miss W complain that Nationwide Building Society have declined their application to remove Mr W from a mortgage he holds jointly with Mrs W, and add their daughter Miss W. What happened Mr and Mrs W took out a joint mortgage with Nationwide in 199... (4 pages)View decision -
Decision Reference DRN-4695191
25 Mar 2024 Delta Financial Management Limited UpheldPensions and AnnuitiesDRN-4695191 The complaint Mr H complains that Delta Financial Management Limited (Delta) gave him unsuitable advice to transfer deferred benefits that he had in a defined benefit (DB) scheme pension to a self- invested personal pension (SIPP). Mr H now believes that the advice wasn’t in hi... (14 pages)View decision -
Decision Reference DRN-4672920
25 Mar 2024 Vodafone Limited Not upheldConsumer CreditDRN-4672920 The complaint Ms A has complained Vodafone Limited is asking her to repay a credit agreement for a Samsung handset which she didn’t order. What happened Ms A was concerned at the high roaming charges she’d received and called Vodafone. She believes she was offered a free Apple ... (2 pages)View decision -
Decision Reference DRN-4638358
25 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4638358 The complaint Miss A complains that Nationwide Building Society hasn’t treated her fairly\<br />View decision
as she comes to the end of her interest only mortgage. She also says it gave her misleading advice about switching to a lifetime mortgage, and then said it no longer offered lifeti... (4 pages) -
Decision Reference DRN-4685443
25 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4685443 The complaint Mr H is unhappy that Lloyds Bank Plc decided to move him to digital statements and with their reasons for doing so. What happened In October 2023, Lloyds Bank emailed Mr H to inform him that they were changing the way they send statements for some credit cards, cu... (3 pages)View decision
