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 360264 results
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Decision Reference DRN-4874808
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4874808 The complaint Miss P complains Lloyds Bank PLC told her she shouldn’t fly on her holiday – as it could impact her chargeback claim. What happened Miss P paid £969 for a voucher for a holiday but was then charged an additional £400 by the merchant for extras she said was inc... (2 pages)View decision -
Decision Reference DRN-5001902
26 Nov 2024 Key Currency Limited Not upheldBanking and PaymentsDRN-5001902 The complaint Ms O complains about the exchange rate she received from Key Currency Limited when converting a large amount of money from EUR to GBP. What happened In late November 2023, Ms O transferred the proceeds of her house sale in EUR to Key Currency. She required the ... (3 pages)View decision -
Decision Reference DRN-4619746
26 Nov 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4619746 The complaint Mr M is unhappy with Bank of Scotland plc, trading as Halifax’s (Halifax) handling of his overdraft debt. Mr M says Halifax used the wrong date for reporting the default to the Credit Reference Agencies (CRAs) and has expressed concerns about the sale of the de... (4 pages)View decision -
Decision Reference DRN-4866512
25 Nov 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4866512 The complaint Mr W complains that Arch Insurance (UK) Limited (“Arch”) unfairly declined a claim for storm and subsidence damage to his property. Any references to Arch in this decision include its appointed agents. What happened Mr W made a claim to Arch in 2023, following ... (3 pages)View decision -
Decision Reference DRN-4808130
25 Nov 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4808130 The complaint Mr K complains about a car he acquired with credit provided by MotoNovo Finance Limited. What happened In October 2023 Mr K entered into a regulated hire purchase agreement with MotoNovo in relation to a used electric car. The car was eight years old, its cash ... (3 pages)View decision -
Decision Reference DRN-5132578
25 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5132578 The complaint Mrs C complains Wise Payments Limited didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs C had an account with Wise which she says she set up in the course of this scam at the scammer’s suggestion. Mrs C says she was contacted... (2 pages)View decision -
Decision Reference DRN-5120050
25 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5120050 The complaint Mr J complains that Santander UK Plc registered two defaults on his credit file. He’s also unhappy about the number of letters and calls he received from Santander about the balance on his account despite the fact that he was on a payment plan and making paymen... (4 pages)View decision -
Decision Reference DRN-5129344
25 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5129344 The complaint Mr C complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr C has an account with Revolut which he opened in October 2021. He also has accounts with businesses who I’ll refer to as “T” and... (2 pages)View decision -
Decision Reference DRN-5129377
25 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5129377 The complaint Mr C complains TSB Bank plc didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr C has an account with TSB. He also has accounts with businesses who I’ll refer to as “R” and “S” throughout the rest of this de... (2 pages)View decision -
Decision Reference DRN-4753085
25 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4753085 The complaint Miss S is unhappy that Nationwide Building Society (Nationwide) won’t refund the money she paid for repairs to her car. She believes she’s been scammed and has lost out as a result. What happened The circumstances which led to this complaint are well-known to b... (4 pages)View decision
