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 375868 results
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Decision Reference DRN-5782619
4 Sep 2025 Hargreaves Lansdown Advisory Services Limited Not upheldBanking and PaymentsDRN-5782619 The complaint Mr R complains that a Paragon Bank bond which he opened through Hargreaves Lansdown Advisory Services Limited (“HL”) has not paid interest annually, as it said it would. As a result, Mr R says that he will incur an increased tax liability of around £700 when th... (2 pages)View decision -
Decision Reference DRN-5642576
4 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5642576 The complaint Mr B and Ms G are complaining about Lloyds Bank General Insurance Limited (“Lloyds”)’s handling of their buildings Insurance claim. All references to Lloyds also include its appointed agents. What happened • Mr B and Ms G had an extension built in 2019. However... (3 pages)View decision -
Decision Reference DRN-5647164
4 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5647164 The complaint Mr H has complained that his mortgage was mis-sold to him by Bank of Scotland plc trading as Intelligent Finance (BOS). He is also unhappy with how BOS is treating him, after the interest only mortgage came to an end. What happened Mr H re-mortgaged from anothe... (3 pages)View decision -
Decision Reference DRN-5591621
4 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5591621 The complaint Mr M and Ms O have a joint offset mortgage with Barclays Bank UK PLC They complain that the bank allows Mr M to view information about Ms O’s sole account on his phone although the parties have now separated. What happened Mr M and Ms O have a joint offset mor... (2 pages)View decision -
Decision Reference DRN-5651786
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5651786 The complaint Mr P complains that Nationwide Building Society won’t fully reimburse the money he lost as the result of a scam. Mr P has been represented in his complaint by a firm of solicitors. What happened The background to the scam is well known to both parties, so I’ll ... (6 pages)View decision -
Decision Reference DRN-5754010
4 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5754010 The complaint Mr P has complained that HSBC UK Bank Plc (“HSBC UK”) applied fees to a payment made into his HSBC Currency Account. What happened Mr P paid €3,200 Euros into his HSBC UK Currency Account, but when the payment was received, a €31.50 fee had been applied to the ... (2 pages)View decision -
Decision Reference DRN-5392168
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5392168 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. Briefly, in April 2024, Mr H contacted Monzo about two payments... (2 pages)View decision -
Decision Reference DRN-5741765
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5741765 The complaint Miss E complained about the service provided by Barclays Bank UK PLC over the phone. To put things right, Miss E wants Barclays to pay her more compensation than the £95 it has paid so far. What happened Miss E regularly phoned Barclays on her own account and... (3 pages)View decision -
Decision Reference DRN-5611487
4 Sep 2025 National House-Building Council UpheldInsuranceDRN-5611487 The complaint Mr W and Miss F have complained about their building warranty provider National House-Building Council regarding claims they’ve made for defects and damage at their new build home. What happened In November 2023 Mr W noticed areas of the property’s driveway we... (4 pages)View decision -
Decision Reference DRN-5797311
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5797311 The complaint Mr E, with the assistance of his representative Ms B, complains about the delays and difficulties he had registering a Lasting Power of Attorney (LPA) with Nationwide Building Society (NBS). What happened I sent the parties a provisional decision in August 2025... (5 pages)View decision
