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 362715 results
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Decision Reference DRN-4545655
2 Feb 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4545655 The complaint Mr N complains that N.I.I.B Group Limited trading as Northridge Finance (Northridge) irresponsibly gave him a hire purchase agreement he couldn’t afford. What happened In December 2021, Mr N acquired a used car using a hire purchase agreement from Northridge. The ... (6 pages)View decision -
Decision Reference DRN-4331324
2 Feb 2024 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4331324 The complaint Miss Z complains about poor service when she took mortgage advice from an appointed representative of Mortgage Advice Bureau Limited. Miss Z says two property purchases fell through as a result. She asks for compensation for financial loss and the upset caused. Wh... (2 pages)View decision -
Decision Reference DRN-4452051
2 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4452051 The complaint A company which I will refer to as ‘H’ complains that HSBC UK Bank Plc wouldn’t reimburse the money which they lost due to an authorised push payment scam. They say that HSBC allowed a fraudster to open an account with it and then use the account for fraudulent pu... (5 pages)View decision -
Decision Reference DRN-4452559
2 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4452559 The complaint Mr F complains about the service provided by Advantage Insurance Company Limited after he took out a motor insurance policy. In particular, around the cancellation of his policy. Advantage are the underwriters (insurers) of this policy. Some of this complaint conc... (4 pages)View decision -
Decision Reference DRN-4598338
2 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4598338 The complaint Mr M complains about Aviva Insurance Limited’s delay in handling a claim for damage to his property. Where I’ve referred to Aviva, this also includes any actions or communication by agents acting on their behalf. What happened Mr M is leaseholder of an apartment w... (4 pages)View decision -
Decision Reference DRN-4461828
2 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4461828 The complaint Mr D complains that when he made a data subject access request (DSAR) to Bank of Scotland Plc trading as Birmingham Midshires it did not have a copy of the mortgage deed. What happened Mr D had a mortgage with Birmingham Midshires that was repaid in 2020. In 2023,... (2 pages)View decision -
Decision Reference DRN-4598007
2 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4598007 The complaint Mr D complains that Barclays Bank UK PLC did not present two cheques he deposited with them, and they provided poor customer service to him. What happened Mr D attempted to deposit two separate cheques which came from a third party bank into his Barclays account, ... (3 pages)View decision -
Decision Reference DRN-4588230
2 Feb 2024 Lloyds Bank PLC UpheldMortgagesDRN-4588230 The complaint Mr and Mrs C complain that Lloyds Bank PLC unfairly declined to extend the term of their mortgage. They ask for a 10-year extension on a manageable fixed interest rate. They’d ideally like a lifetime mortgage. What happened The term of Mr and Mrs C’s mortgage expi... (3 pages)View decision -
Decision Reference DRN-4537435
2 Feb 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4537435 The complaint Miss L complains that Clydesdale Bank Plc trading as Virgin Money led her to believe her mortgage rate switch application had been accepted and would proceed without further requirements. The rate switch didn’t proceed. What happened Miss L, an existing mortgage c... (3 pages)View decision -
Decision Reference DRN-4559145
2 Feb 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4559145 The complaint Mrs G complains that Starling Bank Limited lent irresponsibly when it approved an overdraft facility of £500 when she applied for a bank account. Mrs G also complains that Starling Bank failed to provide reasonable support when she experienced financial difficulti... (3 pages)View decision
