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 361839 results
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Decision Reference DRN-5126495
29 Nov 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5126495 The complaint Miss L has complained that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly gave her a personal loan. She said that she was provided with this loan when she was struggling with a severe gambling addiction. What happened Sainsbury’s provided Miss L with a loan... (3 pages)View decision -
Decision Reference DRN-5150533
29 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5150533 The complaint Mr S complains about HSBC UK Bank Plc trading as First Direct. He says that First Direct didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr S unfortunately fell victim to ... (8 pages)View decision -
Decision Reference DRN-4704656
29 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4704656 The complaint Mr Y complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) hasn’t refunded him for works he says were carried out incorrectly to his car by a garage. What happened In April 2022, Mr Y used his Virgin Money credit card to pay £7,304.26 to a... (3 pages)View decision -
Decision Reference DRN-5131500
29 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5131500 The complaint Mr R is unhappy with TSB Bank plc. Mr R said his card was blocked while he was abroad. Mr R went to his local branch when he returned home. He said the staff there including the manager were dismissive of him, and his disabilities. Mr R wasn’t happy with his tr... (4 pages)View decision -
Decision Reference DRN-5079491
29 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5079491 Complaint Mrs M is unhappy that Revolut Ltd didn’t refund her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties, so I will provide only a brief summary of the key events. Mrs M holds an account with Revolut, ... (7 pages)View decision -
Decision Reference DRN-5180230
29 Nov 2024 Radiant Financial Planning Limited UpheldPensions and AnnuitiesDRN-5180230 The complaint Mrs A is unhappy with the service she received from Radiant Financial Planning Limited (Radiant). What happened Mrs A had an advisory relationship with Firm E, who were acquired by Radiant in January 2023. And so Radiant took over the ongoing service that Firm... (6 pages)View decision -
Decision Reference DRN-5086723
29 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-5086723 The complaint Mr M complains that Topaz Finance Limited (trading as Hyalite Mortgages) required him to provide income and expenditure information before it would consider his request to capitalise his arrears. What happened Mr M took out a mortgage in 2007 with a different l... (3 pages)View decision -
Decision Reference DRN-5180219
29 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5180219 The complaint Ms R has complained that Liverpool Victoria Insurance Company Limited trading as LV unreasonably declared her car as a total loss following an accident when she made a claim under her motor policy. She further complained about the delay, the salvage retention p... (5 pages)View decision -
Decision Reference DRN-4734452
29 Nov 2024 Tide Platform Limited UpheldBanking and PaymentsDRN-4734452 The complaint Mr V, on behalf of B, complains that Tide Platform Limited (‘Tide’) hasn’t refunded the money his business lost when he fell victim to an authorised push payment (‘APP’) scam. Mr V’s asked Tide to reimburse his business’s loss. While the complaint relates to a... (4 pages)View decision -
Decision Reference DRN-5035628
29 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5035628 The complaint Mr S complains that Revolut Ltd won’t refund over £30,000 he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr S fell victim to a fake job scam after he was... (8 pages)View decision
