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 162078 results
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Decision Reference DRN-4830365
10 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4830365 The complaint Mrs M complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments she says she lost to a scam. What happened Mrs M says she has been the victim of a scam after she lent money to her neighbours who I will refer to as ‘Mr X’ and ‘... (4 pages)View decision -
Decision Reference DRN-4862844
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4862844 The complaint Mrs B complains that HSBC UK Bank plc won’t refund to her the £1,245.87 that she paid for a hotel booking. What happened Mrs B used her HSBC credit card to pay £1,245.87 in August 2023 for a non-refundable hotel booking. She says that she became aware in Januar... (2 pages)View decision -
Decision Reference DRN-4758138
10 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4758138 The complaint Mr W complains that Wise Payments Limited didn’t do enough to prevent the loss he suffered when he sent money to one of their customers as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only... (2 pages)View decision -
Decision Reference DRN-5301465
10 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5301465 The complaint Mr R complains American Express Services Europe Limited (Amex) failed to highlight he wasn’t eligible for the introductory welcome bonus points when he applied for a new credit card with them. What happened Mr R says his wife received an offer from Amex that st... (2 pages)View decision -
Decision Reference DRN-4878726
10 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-4878726 The complaint Miss C complains that MotoNovo Finance Limited (“MotoNovo”) supplied her with a car that wasn’t of satisfactory quality. What happened In July 2023, Miss C acquired a used car using a hire purchase agreement with MotoNovo. The car was over six years old, the c... (7 pages)View decision -
Decision Reference DRN-5214223
10 Feb 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5214223 The complaint Mr O is unhappy with Yorkshire Building Society’s (YBS) handling of his Individual Savings Account (ISA) transfer request. What happened In April 2024 YBS received a request to transfer the funds held in Mr O’s ISA to another provider. YBS rejected the request... (2 pages)View decision -
Decision Reference DRN-5284121
10 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5284121 The complaint Mr J complains that money was not debited from his account for a loan payment due to a company (F) by TSB Bank plc. And that it misled him about F’s attempts to collect the money. What happened In April 2024 F attempted to take a payment for £150.41 from Mr J&#... (2 pages)View decision -
Decision Reference DRN-5309074
10 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5309074 The complaint Mrs J complains that Barclays Bank Limited is reporting a debt on her credit file that it shouldn’t be reporting. Mrs J says this error has meant she hasn’t been offered more favourable mortgage rates. What happened Mrs J had an overdraft facility with Barclay... (3 pages)View decision -
Decision Reference DRN-5236751
10 Feb 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5236751 The complaint Mr F and Miss B complain about the way National Westminster Bank Plc has treated them and administered their mortgage. In particular, they’re unhappy that the fixed interest rate they took in 2023 was higher than rates NatWest made available to new customers, a... (4 pages)View decision -
Decision Reference DRN-4329537
10 Feb 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4329537 The complaint Mr S complains about the way Creation Consumer Finance Ltd (Creation) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Act 19... (4 pages)View decision
