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 365360 results
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Decision Reference DRN-4629101
19 Feb 2024 UK Mortgage Lending Ltd Not upheldMortgagesDRN-4629101 The complaint Mrs J and Mr L complain that UK Mortgage Lending Ltd trading as Pepper Money irresponsibly lent them a second charge mortgage (secured loan). What happened Mrs J and Mr L applied, via a broker, for a loan with Pepper Money (then trading as Optimum Credit) in Novem... (6 pages)View decision -
Decision Reference DRN-4517593
19 Feb 2024 MBNA Limited UpheldBanking and PaymentsDRN-4517593 The complaint Ms A complains that MBNA Limited’s online services don’t show her correct ‘after pending’ balance. What happened Ms A says that MBNA updated its systems and now her online balances specifically her ‘after pending’ balances aren’t correct. She says that this is a p... (2 pages)View decision -
Decision Reference DRN-4619015
19 Feb 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4619015 Complaint Mr C complains that Volkswagen Financial Services (UK) Limited (trading as “Seat” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been provid... (3 pages)View decision -
Decision Reference DRN-4602152
19 Feb 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4602152 The complaint Mrs M complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) irresponsibly agreed a credit card facility for her. What happened 118 118 opened a credit card facility with a limit of £800 for Mrs M in April 2022. Mrs M went over her account limit... (4 pages)View decision -
Decision Reference DRN-4442533
19 Feb 2024 Target Servicing Limited UpheldMortgagesDRN-4442533 The complaint Mr T complains that Target Servicing Limited delayed the redemption of his help to buy shared equity loan. What happened Mr T bought his property with the aid of a mortgage and a help to buy loan. A help to buy loan is a form of shared equity loan offered by a gov... (3 pages)View decision -
Decision Reference DRN-4630981
19 Feb 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4630981 The complaint Mr H complains that Madison CF UK Limited trading as 118 118 Money (118) carried out credit searches on him when he says it shouldn’t have. What happened In 2022, Mr H says he was discharged from a bankruptcy, and his credit card account with 118 formed part of th... (2 pages)View decision -
Decision Reference DRN-4569236
19 Feb 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4569236 The complaint Mrs B complains about the way that National Savings and Investments (NS&I) dealt with queries she raised about her account. Mrs B wants NS&I to compensate her for lost interest and the time she spent trying to resolve the problem. What happened Mrs B holds... (2 pages)View decision -
Decision Reference DRN-4344782
19 Feb 2024 Target Servicing Limited UpheldMortgagesDRN-4344782 The complaint Mr and Mrs P complain that Target Servicing Limited caused delay in the redemption of their shared equity help to buy loan. What happened Mr and Mrs P bought a property with the aid of a mortgage and a help to buy loan. A help to buy loan is a form of shared equit... (3 pages)View decision -
Decision Reference DRN-4424528
19 Feb 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4424528 The complaint A company, which I’ll refer to as M, complain that in 2020 WorldPay (UK) Limited (WorldPay) failed properly to set up its merchant account. M says that meant funds received from a number of e-commerce transactions were not paid into its account. In bringing this c... (4 pages)View decision -
Decision Reference DRN-4388008
19 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4388008 The complaint Miss K complains that Lloyds Bank PLC (“Lloyds”) have failed to refund over £5,000 she lost to an investment scam beginning in September 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will fo... (2 pages)View decision
