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 158214 results
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Decision Reference DRN-5194062
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5194062 The complaint Mr M complains about the actions taken by HSBC UK Bank Plc trading as ‘first direct’ when he wanted to make a payment to an investment company. What happened Mr M held a current account with first direct. On 17 September 2024, first direct blocked a £3,000 pay... (4 pages)View decision -
Decision Reference DRN-5222960
19 Dec 2024 Aldermore Bank Plc UpheldBanking and PaymentsDRN-5222960 The complaint Miss O complains an individual savings account (ISA) transfer from a third party ISA provider (H) to Aldermore Bank Plc took longer than it should have, causing her financial loss. What happened I sent the parties a provisional decision in November 2024, in whi... (6 pages)View decision -
Decision Reference DRN-5107257
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5107257 The complaint Mr H complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened In 2020, Mr H was recommended an investment through a company I’ll refer to as B. Mr H says he had sold his house and was looking to inve... (5 pages)View decision -
Decision Reference DRN-5134870
19 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5134870 The complaint Mr M complains that a car supplied to him under a hire purchase agreement by Secure Trust Bank Plc trading as Moneyway is of unsatisfactory quality. What happened In March 2023, Mr M took out a hire purchase agreement with Moneyway for the supply of a used car... (3 pages)View decision -
Decision Reference DRN-5057982
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5057982 The complaint Mr H complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr H fell victim to an investment scam after he reached out to a company he found on social media. He was added to a few messaging groups about the fake investm... (3 pages)View decision -
Decision Reference DRN-5020345
19 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5020345 The complaint Mr F complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is... (6 pages)View decision -
Decision Reference DRN-5222773
19 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5222773 The complaint Mr S complains that NewDay Ltd trading as Aquacard (NDay) lent to him irresponsibly. What happened In June 2022, Mr S applied for a new credit card from Aqua. This was agreed and his limit was then increased as shown: Limit increase number Date Limit June 2022... (4 pages)View decision -
Decision Reference DRN-5222571
19 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5222571 The complaint Mr B complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr B heard about an investment opportunity on the radio. The investment was through a company I’ll refer to as C. C would pur... (6 pages)View decision -
Decision Reference DRN-5207548
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5207548 The complaint Mr R is unhappy with the service he received from HSBC UK Bank Plc surrounding a payment he tried to instruct. What happened Mr R instructed a payment from his HSBC account. However, the payment was flagged by HSBC’s automated fraud prevention systems and Mr R ... (3 pages)View decision -
Decision Reference DRN-5219850
19 Dec 2024 St. James's Place Wealth Management Plc UpheldMortgagesDRN-5219850 The complaint Ms S has complained about the service she received when she applied for a mortgage through an appointed representative of St. James's Place Wealth Management Plc (“SJP”). She’s said the communication was poor, she had to chase things up, and the delays lef... (8 pages)View decision
