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 41 results
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Decision Reference DRN-3800750
17 Jan 2023 Tandem Bank Limited Not upheldBanking and PaymentsDRN-3800750 The complaint Ms T feels that Tandem Bank Limited has treated her unfairly about transactions on her credit card to purchase training courses. What happened In July 2019 Ms T enrolled in a course (which I’ll call ‘Course V’) and in October 2019 she enrolled in a separate course... (3 pages)View decision -
Decision Reference DRN-3445723
29 Apr 2022 Tandem Bank Limited Not upheldBanking and PaymentsDRN-3445723 The complaint Mr C complains that Tandem Bank Limited treated him unfairly by changing the interest rate on his savings account. Mr C also complains that Tandem closed his savings account. What happened Mr C had a variable interest rate savings account with Tandem. The interest... (2 pages)View decision -
Decision Reference DRN-3205249
21 Apr 2022 Tandem Bank Limited UpheldBanking and PaymentsDRN-3205249 The complaint Mr W is unhappy that Tandem Bank Limited (‘Tandem’) will not refund him for flights he purchased using his Tandem credit card. What happened Mr W bought return flights from a travel agent (‘the Agent’) in October 2019 using his Tandem credit card for £1,284.24. In... (4 pages)View decision -
Decision Reference DRN-3004919
17 Mar 2022 Tandem Bank Limited Not upheldBanking and PaymentsDRN-3004919 The complaint Mr H is unhappy with how Tandem Bank Limited handled his claim for a refund on a hotel booking he couldn’t use. What happened On 19 February 2020 Mr H paid for a four-night hotel stay from 16 March to 20 March 2020 using his Tandem credit card. He paid through an ... (5 pages)View decision -
Decision Reference DRN-3339740
11 Mar 2022 Tandem Bank Limited Not upheldBanking and PaymentsDRN-3339740 The complaint Mr C complains that Tandem Bank Limited has been unreasonable in their requests for information from him. What happened Mr C had an instant access savings account with Tandem. He transferred money in and out of it on a very frequent basis, sometimes significant su... (2 pages)View decision -
Decision Reference DRN-3093442
19 Oct 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-3093442 The complaint Miss A complains about the quality of a car she bought using credit from Tandem Bank Limited (“Tandem”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll focus on giving my reasons for my d... (2 pages)View decision -
Decision Reference DRN-2940300
14 Sep 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2940300 The complaint Mr H complained that Tandem Bank Limited failed to offer alternative repayment options when they told him they were going to cancel his credit card account with them. What happened Mr H held a credit card under Tandem’s “Tandem Membership package”. The package was... (3 pages)View decision -
Decision Reference DRN-2969523
31 Aug 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2969523 The complaint Mr E complained that Tandem Bank Limited (“Tandem”) didn’t provide him with a paper statement. What happened Mr E had a credit card account with Tandem. He contacted Tandem on 12 August 2020 as he’d received an email telling him a statement was ready to view in Ta... (3 pages)View decision -
Decision Reference DRN-2812017
4 Aug 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2812017 The complaint Mr T complains Tandem Bank Limited caused him inconvenience when his fixed-rate savings account came to an end. What happened Mr T held a two-year fixed rate savings account with Tandem. At the end of the two years, Tandem offered some options to Mr T. One of thos... (2 pages)View decision -
Decision Reference DRN-2811960
4 Aug 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2811960 The complaint Mr T complains about the way Tandem Bank Limited communicated with him on a savings account he held with them. What happened Mr T held a two-year fixed rate savings account with Tandem. At the end of year one, Tandem sent an account statement to Mr T. And at the e... (2 pages)View decision
