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 125400 results
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Decision Reference DRN-4752557
23 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4752557 The complaint The estate of Mrs H, represented by personal representative Mr C, complained about Nationwide Building Society. Nationwide had allowed payments to be made from the late Mrs H’s account, to someone who didn’t have letters of administration for the estate. What happ... (7 pages)View decision -
Decision Reference DRN-4576166
23 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4576166 The complaint Mr C has complained that Creation Consumer Finance Ltd (“Creation”) acted irresponsibly when it provided him with a £2,500 loan in April 2021. Background Mr C applied for a £2,500 loan over 30 months with Creation in April 2021. He has said that at the time he alr... (3 pages)View decision -
Decision Reference DRN-4748902
23 Apr 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4748902 The complaint Miss B complains that a car she acquired via a conditional sale agreement with Moneybarn No.1 Limited wasn’t of satisfactory quality. What happened In January 2023 Miss B was looking for a used car and approached a broker who sourced a car and arranged a condition... (5 pages)View decision -
Decision Reference DRN-4684925
23 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4684925 The complaint Miss D complains that Monzo Bank Ltd won’t refund her after she fell victim to a scam. What happened Both parties are aware of the circumstances of the complaint so I won’t repeat them in full here. But briefly, Miss D has explained that in June 2023, she realised... (4 pages)View decision -
Decision Reference DRN-4541670
23 Apr 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4541670 The complaint A company which I’ll refer to as C complains that ClearBank Limited (‘Tide’) won’t refund a transaction that C didn’t make or authorise. Mr K, who is a director of C, brings this complaint on C’s behalf. What happened C holds a business account with Tide. What Mr ... (4 pages)View decision -
Decision Reference DRN-4759228
23 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4759228 The complaint Mr H complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to a job scam. What happened Mr H has several accounts with HSBC including a joint account (held with Mrs H), a sole account and a credit card too. He says he’s been a customer of ... (3 pages)View decision -
Decision Reference DRN-4758375
23 Apr 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4758375 The complaint Ms H complains that Tide Platform Ltd (“Tide”) failed to refund transactions that left her account as a result of a scam. What happened Ms H operates a business account with Tide. For ease of reading, I’ll refer to Ms H (rather than the business) throughout this d... (5 pages)View decision -
Decision Reference DRN-4759078
23 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4759078 The complaint Mr H complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H has several accounts with HSBC including a joint account (held with Mrs H), a sole account and a credit card too. He says he’s been a cust... (3 pages)View decision -
Decision Reference DRN-4756804
23 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4756804 The complaint Mr M complains that Bank of Scotland plc blocked his credit card and then didn’t provide the service it should have while he tried to resolve the issue. What happened Mr M was on holiday abroad in 2023, and when he tried to make a payment, the hotel made a mistake... (5 pages)View decision -
Decision Reference DRN-4716856
23 Apr 2024 Yorkshire Building Society UpheldMortgagesDRN-4716856 The complaint The estate of Mrs F complains about an equity release mortgage provided by Yorkshire Building Society trading as Chelsea Building Society (Chelsea). The complaint is brought on behalf of the estate by Mrs F’s daughter, who I’ll refer to as Ms F. What happened Mrs ... (5 pages)View decision
