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 369228 results
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Decision Reference DRN-4757453
23 Apr 2024 Bank of Scotland Plc UpheldMortgagesDRN-4757453 The complaint Mr H and Ms S complain that Bank of Scotland plc trading as Halifax will no longer off them a deeds storage service (Deedstore). Halifax has recently closed Mr H and Ms S’ mortgage account and returned their paper title deeds to them. What happened Mr H and Ms S t... (4 pages)View decision -
Decision Reference DRN-4522179
23 Apr 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4522179 The complaint Mr W complains that in September 2023 The Mortgage Works (UK) (TMW) didn’t immediately reduce his monthly direct debit payment when he made a significant lump sum payment to reduce his outstanding mortgage balance. He says it’s unfair that TMW wasn’t able to recal... (4 pages)View decision -
Decision Reference DRN-4727493
23 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4727493 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsible when it approved his credit card application and later increased the credit limit. What happened Mr B applied for a credit card in September 2019. In Mr B’s application, he said he ... (3 pages)View decision -
Decision Reference DRN-4467725
23 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4467725 The complaint Mr A has complained that Barclays Bank UK PLC terminated the fixed interest rate period on his mortgage too early. What happened On 21 September 2021 Barclays Bank UK PLC sent a mortgage offer letter to Mr A. Barclays said that the mortgage offer was based on a lo... (3 pages)View decision -
Decision Reference DRN-4676916
23 Apr 2024 First Central Underwriting Limited UpheldInsuranceDRN-4676916 The complaint Ms E and Mr R complained that they were pressurised into cancelling their motor insurance with First Central Underwriting Limited (“First Central”) over issues with how their “black box” policy was tracking their driving. What happened Mr R arranged a “black box” ... (3 pages)View decision -
Decision Reference DRN-4742946
23 Apr 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4742946 The complaint Mr G has complained that Advanced Payment Solutions Limited, trading as Cashplus Bank (‘Cashplus’) didn’t update his address or mobile number on his account. When he told them of this, and complained, he received no response. What happened Mr G has an account with... (2 pages)View decision -
Decision Reference DRN-4757523
23 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4757523 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to repeatedly cancel card payments. What happened Mr S used a third-party finance provider to pay a bill related to the service of his car. I’ll refer to the finance provider as P and the car service merchant as ... (5 pages)View decision -
Decision Reference DRN-3974001
23 Apr 2024 Admiral Markets UK Ltd Not upheldInvestmentsDRN-3974001 The complaint Mr P complains that Admiral Markets UK Ltd (“Admiral”) closed his open trading positions leaving him with a significant loss. He says this was caused because Admiral closed its passported Romanian operation and closed its local bank accounts. He says this meant ba... (6 pages)View decision -
Decision Reference DRN-4685648
23 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4685648 The complaint Mr A complains Monzo Bank Limited (Monzo) provided poor customer service when dealing with a scheduled payment. What happened Mr A says he approached Monzo in late July 2023 to arrange for an increase to his bank account payment limit, from the default amount of £... (3 pages)View decision -
Decision Reference DRN-4679804
23 Apr 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4679804 The complaint This complaint’s about two buy-to-let (BTL) mortgages Ms S holds, as part of a wider portfolio, with Bank of Scotland Plc trading as Birmingham Midshires (BM). At the heart of the complaint is the impact on Ms S’ wider financial situation that she say flows from B... (3 pages)View decision
