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 158533 results
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Decision Reference DRN-5216334
18 Dec 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5216334 The complaint E, a limited company, complains eBay Commerce UK Ltd hasn’t fairly compensated it following its account being hacked. E is represented by Mr Z, a director. What happened E’s eBay marketplace account was hacked and numerous fraudulent items were placed for sal... (5 pages)View decision -
Decision Reference DRN-5064720
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5064720 The complaint Mr B complains that Revolut Ltd hasn’t refunded payments made when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened and focus on givi... (2 pages)View decision -
Decision Reference DRN-5140789
18 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5140789 The complaint Mr K is unhappy with the way that TSB Bank Plc (‘TSB’) processed three international transfers he made to Estonia. He expected the payments to be processed without conversion to another currency, but that didn’t happen. What happened Between 26 April 2024 and ... (3 pages)View decision -
Decision Reference DRN-5160399
18 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5160399 The complaint Mr K complains Barclays Bank UK PLC (Barclays) failed to carry out his instructions to transfer funds to his bank account in the USA. What happened Mr K says he wrote to Barclays in mid-May 2024 requesting a transfer from his account to his bank account in the ... (3 pages)View decision -
Decision Reference DRN-5184781
18 Dec 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5184781 The complaint Ms R complains that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna”) has unfairly charged her for damage to a vehicle she returned when her hire agreement came to an end. What happened In 2019, Ms R took out a hire agreement with Novu... (4 pages)View decision -
Decision Reference DRN-5137194
18 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5137194 The complaint Mr H complains that Barclays Bank UK PLC didn’t do enough to help him when he told it about a dispute he had with a merchant over services paid for using his Barclays debit card. What happened In March 2024 Mr H purchased a package holiday with a supplier (I’ll... (3 pages)View decision -
Decision Reference DRN-5219287
18 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5219287 The complaint Dr R complains that Bank of Scotland Plc trading as Halifax allowed two payments to be taken from her current account which she says she didn’t authorise. What happened In May 2023 Dr R attempted to purchase return flights from a merchant I’ll call “X” using h... (5 pages)View decision -
Decision Reference DRN-5204620
18 Dec 2024 National Westminster Bank Plc UpheldMortgagesDRN-5204620 The complaint Mr W’s complaint is that he was misled by National Westminster Bank Plc that he could apply for a residential mortgage at a 75% loan-to-value ratio (LTV) and then obtain consent to let (CTL) for the property. When Mr W spoke to a mortgage adviser, he learned t... (4 pages)View decision -
Decision Reference DRN-4758164
18 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-4758164 The complaint Mr B complains about the quality of a used car he acquired using a hire purchase agreement with Black Horse Limited (‘Black Horse’). Mr B complains that the vehicle he acquired isn’t of satisfactory quality. What happened Mr B acquired a used car in April 2023... (4 pages)View decision -
Decision Reference DRN-5082509
18 Dec 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5082509 The complaint Ms G complains that Barclays Bank UK PLC hasn’t treated her fairly while she has experienced financial difficulty with her mortgage. In particular, she’s unhappy with the interest rate on the mortgage and says Barclays has failed to support her appropriately. W... (3 pages)View decision
