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-4690078
25 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4690078 The complaint A limited company, which I’ll refer to as B, complains that Metro Bank PLC’s poor communications about its bounce back loan (”BBL”) led to the loan being put into default. B is represented by one of its directors, Mr W. What happened B took out a £40,000 BBL with ... (4 pages)View decision -
Decision Reference DRN-4703137
25 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4703137 The complaint Mrs C is unhappy that Barclays Bank UK PLC didn’t return an ISA transfer that hadn’t been received by them correctly, back to the ISA held with another provider from whence it came. What happened On 25 February 2023, Mrs C endeavoured to transfer £40,000 from an I... (3 pages)View decision -
Decision Reference DRN-4705344
25 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4705344 The complaint Mr F complains PayPal (Europe) Sarl et Cie SCA (“PayPal”) has dealt unfairly with a dispute he raised over an item purchased using his PayPal Credit account. What happened I sent a provisional decision on Mr F’s case on 1 March 2024, a copy of which is appended to... (8 pages)View decision -
Decision Reference DRN-4475721
25 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4475721 The complaint Mr M complains about the service provided by Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’), in connection with his fixed rate ISA. What happened Mr M had a fixed rate cash ISA with Virgin which matured on 24 June 2023. In advance of this date Mr M didn’t... (4 pages)View decision -
Decision Reference DRN-4705449
25 Mar 2024 Flagstone Group LTD UpheldBanking and PaymentsDRN-4705449 The complaint Mrs F complains that Flagstone Group LTD, a cash deposit platform, caused her to lose interest on her savings account in line with interest rate increases. What happened I set out the background to Mrs F’s complaint within my provisional decision and here. ‘Mrs F ... (5 pages)View decision -
Decision Reference DRN-4438150
25 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4438150 The complaint Mr J complains that Wise Payments Limited trading as Wise won’t refund the money he lost after he fell victim to an authorised push payment (“APP) scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here... (3 pages)View decision -
Decision Reference DRN-4699919
25 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4699919 The complaint Miss G complains that Shop Direct Finance Company Limited acted irresponsibly in offering her a catalogue shopping account that was unaffordable for her. What happened Miss G opened an account with Shop Direct under its very brand in October 2017. It was initially... (4 pages)View decision -
Decision Reference DRN-4685278
25 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4685278 The complaint Mr B complains Tesco Personal Finance PLC (“Tesco Bank”) did not treat him fairly when he approached it for assistance in connection with a disputed purchase on his credit card. What happened I issued a provisional decision on this case on 6 March 2024, which is a... (15 pages)View decision -
Decision Reference DRN-4635173
25 Mar 2024 Aviva Insurance Limited UpheldInsuranceDRN-4635173 The complaint Mr C complains about how Aviva Insurance Limited handled a windscreen claim on his motor insurance policy. He wants compensation and replacement of the windscreen with a genuine part. What happened Mr C’s car’s windscreen was damaged, and he made a claim on his p... (3 pages)View decision -
Decision Reference DRN-4667853
25 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4667853 The complaint Mr C complains that Lloyds Bank PLC didn’t provide him with the service it should have when he raised complaints following issues making deposits into his account. What happened Mr C made a deposit in a Lloyds deposit machine but due to an issue he didn’t know if ... (3 pages)View decision
