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-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 -
Decision Reference DRN-4735844
23 Apr 2024 Metro Bank PLC UpheldConsumer CreditDRN-4735844 The complaint Mr C complains that Metro Bank PLC trading as RateSetter lent irresponsibly when it approved his loan application. What happened In October 2021, Mr C applied for a £6,000 loan for home improvements with RateSetter over 60 months. In his application, Mr C said he ... (3 pages)View decision -
Decision Reference DRN-4693502
23 Apr 2024 Santander UK Plc UpheldBanking and PaymentsThe complaint Miss S complains that Santander UK Plc won’t refund the money she lost, after she fell victim to an investment scam. What happened I issued my provisional decision on this complaint on 5 March 2024. The background and circumstances of the case and the reasons why I was minded... (8 pages)View decision -
Decision Reference DRN-4716892
23 Apr 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4716892 The complaint A company, which I’ll refer to as C, complains that PayrNet Limited won’t refund a payment it didn’t make. Miss D, who is a director of C, brings the complaint on C’s behalf. ANNA Money, who C’s account is with, is an agent for PayrNet. For ease, I’ll mainly refer... (2 pages)View decision
