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 157985 results
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Decision Reference DRN-5065266
28 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5065266 The complaint Miss M has complained about the way Clydesdale Bank Plc (trading as Virgin Money) handled attempted fraud on her account. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. A fraudster called Virgin impersonating Miss M... (3 pages)View decision -
Decision Reference DRN-4865671
28 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4865671 The complaint Mr M complains Barclays Bank UK PLC registered a fraud marker at Cifas, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr M held an account with Barclays – it was opened in April 2022. On 10 May 2022 a number of large payments... (3 pages)View decision -
Decision Reference DRN-5030009
28 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5030009 The complaint Mr M complains that Nationwide Building Society provided him with a poor level of service concerning his claims and reimbursement of his call costs. What happened Mr M held a packaged bank account with Nationwide which included a travel insurance product. Mr M... (3 pages)View decision -
Decision Reference DRN-5037707
28 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5037707 The complaint Mr K complains Revolut Ltd won’t reimburse £1,700 he lost when he fell victim to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. On 28 May 2024, while setting up an account w... (3 pages)View decision -
Decision Reference DRN-5109794
28 Oct 2024 Countrywide Principal Services Limited UpheldMortgagesDRN-5109794 The complaint Mrs B and Mr O complain that Countrywide Principal Services Limited (trading as Countrywide Mortgage Services) mis-sold a mortgage to them, leaving them financially disadvantaged by around £43,000. They also complain about how Countrywide handled their data. Wh... (4 pages)View decision -
Decision Reference DRN-5050686
28 Oct 2024 Elderbridge Limited UpheldMortgagesDRN-5050686 The complaint Miss H complains about the way Elderbridge Limited has managed her mortgage and communicated with her. What happened Miss H had an interest-only mortgage with Elderbridge. It was on a variable interest rate which tracked the London Interbank Offered Rate (LIBOR... (2 pages)View decision -
Decision Reference DRN-5109606
28 Oct 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-5109606 The complaint Mr W complains Bank of Scotland plc trading as Halifax irresponsibly lent to him. What happened Mr W was approved for two Halifax personal loans, one for £10,800 in March 2012, and one for £12,280.17 in September 2013. Mr W says it was irresponsible for Halifax... (4 pages)View decision -
Decision Reference DRN-4634926
28 Oct 2024 Elavon Financial Services Designated Activity Company UpheldBanking and PaymentsDRN-4634926 The complaint A company, which I’ll refer to as M, is unhappy that chargebacks were raised against it after the ‘Customer Not Present’ (CNP) transactions it accepted turned out to be fraudulent. M believes that Elavon Financial Services Designated Activity Company (Elavon) a... (7 pages)View decision -
Decision Reference DRN-5036447
28 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5036447 The complaint Mr P complains that National Westminster Bank Plc failed to help him after he reported falling victim to a scam. What happened Mr P and his wife were looking to buy a used car and found one they liked on Facebook Marketplace, advertised by a private seller. Mr ... (3 pages)View decision -
Decision Reference DRN-5065666
28 Oct 2024 Cynergy Bank Plc UpheldBanking and PaymentsDRN-5065666 The complaint Mrs T wants Cynergy Bank Plc to cover the financial loss of £1,367.99 that she suffered as a result its inability to deposit a euro amount into her euro account. What happened As both parties are familiar with the details of the complaint and the timeline of ev... (2 pages)View decision
