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 367300 results
-
Decision Reference DRN-5467597
11 Apr 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5467597 The complaint Mr D complains that HSBC UK Bank Plc, trading as first direct, got the interest rate wrong when they calculated a settlement figure for him. What happened Mr D took a loan out with first direct in July 2024. The interest rate was set at 6.4% per year. When Mr D... (2 pages)View decision -
Decision Reference DRN-5415498
11 Apr 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5415498 The complaint Mr S complains through a representative that N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) failed to conduct adequate affordability checks before it lent to him. What happened In April 2019, Northridge provided Mr S with a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5186266
11 Apr 2025 Investment Funds Direct Limited Not upheldPensions and AnnuitiesDRN-5186266 The complaint Mr S complains about the way in which Investment Funds Direct Limited trading as M&G Wealth Platform (“M&G”) has corrected an error in the setup of contributions being made to his pension plan. What happened Mr S has been assisted in making this complai... (3 pages)View decision -
Decision Reference DRN-5175439
11 Apr 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5175439 The complaint Ms G complains Secure Trust Bank Plc trading as Moneyway put adverse information on her credit file even though she quickly caught up any missed payments. What happened Ms G has a credit agreement with Secure Trust and missed some payments. Ms G paid Secure T... (3 pages)View decision -
Decision Reference DRN-5433164
11 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5433164 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct sent his replacement credit card to the wrong address. What happened Mr S holds a credit card with HSBC. His current card was due to expire shortly. On 8 June 2024 Mr S called HSBC to amend his addres... (2 pages)View decision -
Decision Reference DRN-5319913
11 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5319913 The complaint A company which I’ll call ‘B’ complains that HSBC UK Bank Plc unfairly declined its application for a loan and provided poor customer service. The complaint is brought on B’s behalf but its director, who I’ll call ‘Miss H’. What happened Miss H told us: In... (3 pages)View decision -
Decision Reference DRN-5457818
11 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5457818 The complaint Mrs C complains that Nationwide Building Society won’t refund several payments she made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submis... (3 pages)View decision -
Decision Reference DRN-5267295
11 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5267295 The complaint Ms J’s complaint relates to a mortgage she has with National Westminster Bank Plc (NatWest). She has told us that NatWest didn’t co-operate with her application for Support for Mortgage Interest (SMI) and caused an eight-month delay in her claim being accepted ... (4 pages)View decision -
Decision Reference DRN-5166425
11 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5166425 The complaint Miss W complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In February 2024, Miss W received a call from someone who claimed to work for HMRC. She was told she was being investigated for money laundering ... (3 pages)View decision -
Decision Reference DRN-5006989
11 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5006989 The complaint The estate of Mr M complains that Nationwide Building Society won’t refund the money he lost when he was the victim of what it feels was a scam. What happened Sometime in early 2019, Mr M found out about an opportunity to invest in a property development compa... (3 pages)View decision
