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 366873 results
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Decision Reference DRN-5404839
21 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5404839 The complaint Mr F complains HSBC UK Bank Plc is changing the eligibility criteria for its Premier Bank Account. What happened Mr F explained he has been a customer of HSBC for 35 years and has held a Premier Bank Account for some time as he previously met the criteria for t... (3 pages)View decision -
Decision Reference DRN-5475005
21 May 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5475005 The complaint Mrs D complains that MI Vehicle Finance Limited trading as Mann Island (“MI”) provided her with a car that was of unsatisfactory quality. What happened Mrs D entered into an agreement with MI for finance to acquire a car in September 2023. The agreement was de... (5 pages)View decision -
Decision Reference DRN-5463310
21 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5463310 The complaint Mrs R complains about that the lack of action taken by engineers appointed by British Gas Insurance Limited (BGIL) to detect the source of a leak. What happened Mrs R held a home emergency insurance policy with BGIL. She reported there was evidence of a leak as... (2 pages)View decision -
Decision Reference DRN-5574210
21 May 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5574210 The complaint Mr C complains that BMW Financial Services(GB) Limited are asking for an incorrect amount to settle the hire agreement he held with them. What happened In August 2023, Mr C signed a hire agreement with BMWFS to acquire brand-new car, which he took delivery of ... (7 pages)View decision -
Decision Reference DRN-5560294
21 May 2025 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5560294 The complaint This complaint is about a buy-to-let mortgage Ms W held until recently with Mortgage Agency Services Number Five Limited (MAS5). There are many aspects to the complaint which our investigator, in her initial view of the case, condensed as follows: The intere... (21 pages)View decision -
Decision Reference DRN-5565540
21 May 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5565540 The complaint Miss M complains that Metro Bank PLC won’t reimburse a payment she made from her bank account. What happened Miss M has explained that an acquaintance gave her the contact details for an online marketplace seller who had an item for sale that she desired. She s... (3 pages)View decision -
Decision Reference DRN-5446956
21 May 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5446956 The complaint Ms J’s complaint is that she was given incorrect information by Bank of Scotland plc trading as Halifax about whether or not she could port (transfer) her mortgage interest rate product onto another mortgage on a new property. As a result, Ms J believes she has... (2 pages)View decision -
Decision Reference DRN-5404123
21 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5404123 The complaint Mr D complains about the service and support he received from Santander UK Plc (“Santander”) when he contacted it about an inbound payment. What happened Mr D paid cash to rent a car while abroad and when it came to getting the £100 deposit back he provided in... (3 pages)View decision -
Decision Reference DRN-5508474
21 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5508474 The complaint Mr B complains HSBC UK Bank Plc unfairly blocked his account. What happened Mr B held a premier account with HSBC which he had held since 2008. In late January 2024 HSBC restricted Mr B’s account in order to conduct a review of the account. Mr B raised a comp... (3 pages)View decision -
Decision Reference DRN-5573942
21 May 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5573942 The complaint Mrs C complains that Fairmead Insurance Limited have delayed in settling her claim for loss of rent and damage to her property by previous tenants, and this has financially impacted her. What happened Mrs C held a buildings and contents policy with Fairmead for... (7 pages)View decision
