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 162956 results
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Decision Reference DRN-5155365
30 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5155365 The complaint Mr J complains about the service he received from HSBC UK Bank Plc, following over payments he made towards his personal loan account. He feels they failed to comply with sections 94 and 95 of the Consumer Credit Act (1974) when calculating his ongoing interest... (4 pages)View decision -
Decision Reference DRN-5293705
30 Jan 2025 London and Country Mortgages Ltd UpheldMortgagesDRN-5293705 The complaint Mr F complains that London and Country Mortgages Ltd trading as L&C Mortgages did not treat him fairly when it gave him mortgage advice. What happened In April 2023, L&C gave Mr F mortgage advice. But there was a delay in buying the property he wanted b... (4 pages)View decision -
Decision Reference DRN-4765296
30 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4765296 The complaint Mrs M complains HSBC UK Bank PLC failed to protect her accounts from fraudulent activity which led to unauthorised transactions on her account, which in turn caused her distress and inconvenience. What happened The details of this case are well known to both pa... (3 pages)View decision -
Decision Reference DRN-5270280
30 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5270280 The complaint Mr S complains HSBC UK Bank Plc unfairly reversed payments due to his account and restricted his access. What happened Mr S held a HSBC Flexible Saver account. On 10 November 2023 his account was blocked due to incoming payments. HSBC contacted Mr S about tra... (3 pages)View decision -
Decision Reference DRN-5026239
30 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsThe complaint Mrs A complains that Nationwide Building Society won’t refund payments she made with her debit card. What happened In March 2024 Mrs A was on holiday in Turkey. There was a jewellery store in her hotel. On 1 March she made three purchases from the store. Mrs A paid by two pay... (2 pages)View decision -
Decision Reference DRN-5212106
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5212106 The complaint Miss R complains that her Monzo Bank Ltd debit card didn’t work during August 2024 and September 2024. She says she had to transfer funds to her her savings account as a result. What happened Miss R says she had been experiencing issues with her debit card from... (3 pages)View decision -
Decision Reference DRN-4292228
30 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4292228 The complaint Mr K complains Bank of Scotland plc trading as Halifax has refused to refund disputed transactions made from his accounts. What happened Mr K has a representative, but I will refer to Mr K throughout my decision for the sake of clarity. Mr K was remanded into... (5 pages)View decision -
Decision Reference DRN-5248263
30 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5248263 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard offered him a credit limit increase but failed to implement it. What happened Mr H holds a credit card account with Barclays. In July 2024 Mr H received a letter from Barclays which stated that his... (3 pages)View decision -
Decision Reference DRN-5041813
30 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5041813 The complaint Miss D has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with a fixed sum loan from it. What happened In March 2023 Miss D bought a course of dental aligner treat... (5 pages)View decision -
Decision Reference DRN-4641199
30 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4641199 The complaint Mr S has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (5 pages)View decision
