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 119592 results
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Decision Reference DRN-4741839
23 Apr 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4741839 The complaint Mrs B, who is represented by the Citizens’ Advice Bureau, (“CAB”) complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) did not carry out proper affordability checks when granting her loans to purchase holiday products. W... (6 pages)View decision -
Decision Reference DRN-4328789
23 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4328789 Complaint Miss I is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Background The background to this case is well known to the parties so I don’t intend to set it out in full here. What follows is a summary of what happened. In 2019, Miss I ... (4 pages)View decision -
Decision Reference DRN-4692013
23 Apr 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4692013 The complaint Miss P is unhappy that Revolut Ltd won’t refund her for payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve de... (3 pages)View decision -
Decision Reference DRN-4567782
23 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4567782 The complaint Mr M has complained about the service provided by Lloyds Bank PLC when he asked it for help claiming money back. What happened To summarise, I understand Mr M received a call from a company I’ll call “U” offering advertising services which at the time he thought w... (4 pages)View decision -
Decision Reference DRN-4757531
23 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4757531 The complaint A limited liability partnership, which I’ll refer to as L, complains that HSBC UK Bank Plc failed to inform it correctly about changes to its account. L says that as a result it suffered considerable losses in interest. What happened L had a client account with HS... (5 pages)View decision -
Decision Reference DRN-4717432
23 Apr 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4717432 The complaint Mrs S complains that HSBC UK Bank Plc (“HSBC”) provided her with credit she couldn’t afford to repay. What happened HSBC approved a loan of £20,720 for Mrs S in November 2023. Mrs S was to repay the loan in 83 monthly instalments of £398.14 and one of £398.47. Mrs... (2 pages)View decision -
Decision Reference DRN-4747950
23 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4747950 The complaint Mr S complains about the delay Barclays Bank UK PLC (Barclays) caused in their processing of a cash ISA transfer to another financial institution (which I’ll call A). As a result, Mr S says he lost credit interest and suffered distress and inconvenience. What happ... (3 pages)View decision -
Decision Reference DRN-4758011
23 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4758011 The complaint Mrs H and Mr H complain Santander UK Plc didn’t do enough to protect them when they feel victim to an investment scam. What happened Mrs H and Mr H have a joint account with Santander. Mrs H and Mr H say they were contacted on a well-known messaging service and in... (5 pages)View decision -
Decision Reference DRN-4747924
23 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4747924 The complaint Mr H complains that Vitality Health Limited hasn’t fully settled a claim he made on a group private medical insurance policy. What happened Mr H was insured under a private medical insurance policy by an insurer I’ll call A. However, on 1 June 2022, his cover was ... (5 pages)View decision -
Decision Reference DRN-4474285
23 Apr 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4474285 The complaint A company, which I’ll refer to as J, complains that PrePay Technologies Limited (trading as PPS) won’t refund payments it didn’t make. Mr B, who is a director of C, brings the complaint on J’s behalf. PPS issues J’s business current account and Countingup acts as ... (3 pages)View decision
