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 120799 results
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Decision Reference DRN-4832200
4 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4832200 The complaint Mr N complains that TSB Bank plc made errors with the international payment he sent. What happened Mr N says that on 17 July 2023 he visited a branch of TSB, and he requested an international payment for £41,768.19 to pay for a tuition fee for a family member. Upo... (6 pages)View decision -
Decision Reference DRN-4832568
4 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4832568 The complaint Mr T complains because National Westminster Bank Plc refused to refund gambling transactions which he says he didn’t authorise. What happened In September 2018 Mr T contacted NatWest to query multiple gambling transactions on his account which he says he didn’t au... (3 pages)View decision -
Decision Reference DRN-4807803
4 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4807803 The complaint Ms A complains that HSBC Bank Plc blocked her account and then delayed the return of funds to it after the block was lifted. What happened In May 2023 Ms A received a payment of £3,000 to one of her accounts with HSBC. She transferred £2,000 of that payment to her... (3 pages)View decision -
Decision Reference DRN-4818228
4 Jun 2024 Northern Bank Limited UpheldMortgagesDRN-4818228 The complaint Mr A’s complaint is about his mortgage account with Northern Bank Limited trading as Danske Bank. Mr A says that when he was given a quote for a product switch onto a new five-year fixed interest rate product in September 2023 he was quoted a monthly repayment fig... (6 pages)View decision -
Decision Reference DRN-4607775
4 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4607775 The complaint Mrs R complains that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) was of an unsatisfactory quality. What happened In October 2022, Mrs R was supplied with a new car through a hire purchase agreement with ... (4 pages)View decision -
Decision Reference DRN-4641291
4 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4641291 The complaint Miss B, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2019, Miss B acquired a used car financed by way of a hire... (3 pages)View decision -
Decision Reference DRN-4832051
4 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4832051 The complaint Mr L complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened In August 2022, Mr L came into contact with someone I’... (4 pages)View decision -
Decision Reference DRN-4552423
4 Jun 2024 National Westminster Bank Plc UpheldMortgagesDRN-4552423 The complaint Mr and Mrs C complain that National Westminster Bank plc has lost a payment they made to their mortgage in late 2021. What happened Mr and Mrs C were living and working abroad, and in November 2021 they made a payment of £50,000 to NatWest from their bank abroad. ... (3 pages)View decision -
Decision Reference DRN-4830669
4 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4830669 The complaint Mrs R and Mr R complain about Accredited Insurance (Europe) Ltd’s (“Accredited”) handling of their claim under their home insurance policy. Mr R has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to... (6 pages)View decision -
Decision Reference DRN-4758046
4 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4758046 The complaint Mr F complains Specialist Motor Finance Limited (SMF) acted irresponsibly in agreeing to lend to him as he said the loan wasn’t affordable. In bringing his complaint Mr F is represented by a third party. For ease of reading I will only refer to Mr F in my decision... (4 pages)View decision
