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 162076 results
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Decision Reference DRN-5282515
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5282515 The complaint Mrs G complains that HSBC UK Bank Plc mis-sold her a global money account (GMA) causing her to incur costs in exchange rate conversions over many transactions. What happened In November 2022, Mrs G went into a branch of HSBC. She advised the staff that she was ... (4 pages)View decision -
Decision Reference DRN-5245734
24 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5245734 The complaint Mr M complains that Tesco Personal Finance Limited, trading as Tesco Bank, attributed a payment to his non-interest bearing balance transfer rather than his interest bearing transactions. What happened Mr M has a Tesco Bank credit card. In July 2024, before his... (2 pages)View decision -
Decision Reference DRN-5005725
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5005725 The complaint Mrs H complains that Clydesdale Bank Plc (trading as Virgin Money) caused delays during the process of obtaining a new interest rate product on her residential mortgage. She says that this has led to her incurring additional interest and payment arrears, and to... (8 pages)View decision -
Decision Reference DRN-4960069
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4960069 The complaint Miss A complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2023, Miss A was contacted by someone who said they had been given her details by a recruiter and had details of a potential job for her... (4 pages)View decision -
Decision Reference DRN-5139420
24 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5139420 The complaint Miss H complains about the quality of a used car she acquired through a hire purchase agreement with Black Horse Limited (‘Black Horse’). Miss H says that the car caught fire because of a ‘black box’ that was fitted when she purchased it. She wasn’t made aware ... (4 pages)View decision -
Decision Reference DRN-4992780
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4992780 The complaint Ms Y complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Ms Y is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key ev... (11 pages)View decision -
Decision Reference DRN-5283912
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5283912 The complaint Mr B is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to an investment scam that led him to believe his money was being traded in and g... (9 pages)View decision -
Decision Reference DRN-5002567
24 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5002567 The complaint Mr A complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr A was looking to book some flights and was contacted by a travel agent. He spoke to the agent... (3 pages)View decision -
Decision Reference DRN-4836714
24 Jan 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4836714 The complaint Mr B complains about the quality of a used car he acquired through a hire purchase agreement with Blue Motor Finance Ltd (‘Blue Motor’). Mr B says that the car was faulty straight away. He would like the car to be fixed, or the money he has paid into it, refund... (4 pages)View decision -
Decision Reference DRN-5078861
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5078861 The complaint Mr S complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In August 2023, Mr S was contacted by someone who said they had been given his details by a recruiter and had details of a potential job for him. Mr ... (4 pages)View decision
