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-2714563
10 May 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2714563 The complaint Mr T complains about the way Tandem Bank Limited handled a chargeback he requested in relation to two transactions. What happened In February 2020, Mr T purchased two flights from an airline. The flights were cancelled by the airline and Mr T says that the airline... (3 pages)View decision -
Decision Reference DRN-2568778
19 Mar 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2568778 The complaint Mr M complains that Tandem Bank Limited didn’t give him detailed interest calculations upon request, failed to advise him on a fee free product and closed his account. What happened In January 2020, Tandem wrote to Mr M to say they were going to make changes to hi... (3 pages)View decision -
Decision Reference DRN-2543325
10 Feb 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2543325 The complaint Mr D is unhappy that Tandem Bank Limited, trading as Tandem, didn’t notify him that they were making changes to his account which needed to be accepted by him in order for his account to continue. This led to Mr D’s account being closed and the account information... (4 pages)View decision -
Decision Reference DRN-1789969
5 Jan 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-1789969 The complaint Mr C complains that Tandem Bank Limited rejected his Section 75 claim when he complained about the quality of a car. What happened In May 2019 Mr C purchased a car from a garage and paid a deposit of £100 with his Tandem Bank credit card. The balance was paid by b... (3 pages)View decision -
Decision Reference DRN-1967928
4 Jan 2021 Tandem Bank Limited Not upheldBanking and PaymentsDRN-1967928 The complaint Mr C complains that Tandem Bank Limited has refused two of his claims brought under Section 75 of the Consumer Credit Act 1974. He wants the cost of the disputed items to be refunded. What happened Mr C tells us that he booked a caravan park for a holiday in July ... (2 pages)View decision -
Decision Reference DRN-2379191
14 Dec 2020 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2379191 The complaint Mr G complains that Tandem Bank Limited (“Tandem”) changed the terms and conditions of his credit card account. What happened Tandem wrote to Mr G to say that they were changing the terms and conditions of his credit card account. They were introducing Tandem Memb... (2 pages)View decision -
Decision Reference DRN-2135315
17 Oct 2020 Tandem Bank Limited UpheldBanking and PaymentsDRN-2135315 The complaint Mr E complained that Tandem Bank Limited was asking if he wanted paperless statements, even though he’d recently told it he wanted to keep getting statements by post. What happened Mr E has a credit card with Tandem. Tandem wrote to him to say it was going to stop... (3 pages)View decision -
Decision Reference DRN-2053068
23 Sep 2020 Tandem Bank Limited Not upheldBanking and PaymentsDRN-2053068The complaintMs N complains that Tandem Bank Limited didn’t raise a chargeback when requested regarding a payment taken for damages at the end of a car hire agreement. The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’ll f... (2 pages)View decision -
Decision Reference DRN-1719744
1 Jul 2020 Tandem Bank Limited Not upheldBanking and PaymentsDRN-1719744 The complaintMr C complains that Tandem Bank Limited (“Tandem”) took too long to update the phone number on his account, causing him inconvenience. What happenedMr C has a Tandem credit card. He called Tandem one Saturday in order to change the phone number they held for him. ... (2 pages)View decision -
Decision Reference DRN-1689111
17 Jun 2020 Tandem Bank Limited Not upheldBanking and PaymentsDRN-1689111 The complaintMr J complains Tandem Bank Limited didn’t tell him the terms and conditions of his one year fixed term saving account had changed, causing him a financial loss. What happenedIn October 2017 Mr J opened a one year fixed term saving account with Bank H. Bank H was ac... (3 pages)View decision
