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 121479 results
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Decision Reference DRN-3788138
22 Dec 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3788138 The complaint and what happened Miss C complains that Monzo Bank Ltd won’t fully reimburse her loss of £14,546.21 when she fell victim to a bank impersonation scam. Miss C made four card payments (£8,500) and three faster payments to the scammer (£6,046.21). Monzo recovered £6,... (2 pages)View decision -
Decision Reference DRN-3687260
22 Dec 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3687260 The complaint Miss L complains Capital One (Europe) plc increased her credit card limits to unaffordable levels. What happened Miss L opened a Capital One credit card in April 2018 with a £1,000 credit limit. A new card was opened in August 2018, with a £1,750 limit. A further ... (3 pages)View decision -
Decision Reference DRN-3865305
22 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3865305 The complaint A charity which I’ll call ‘R’ complains that HSBC UK Bank Plc treated them unfairly by not closing their bank account as requested. The complaint is brought on R’s behalf by one of their trustee’s, Mr K. What happened R told us: In December 2021, they asked HSBC ... (4 pages)View decision -
Decision Reference DRN-3805153
22 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3805153 The complaint Mr L complains that Barclays Bank UK PLC unfairly declined his application for an overdraft. What happened Mr L applied for a temporary overdraft of £2,000 on his bank account with Barclays. That application was declined, with Barclays saying it hadn’t met the req... (3 pages)View decision -
Decision Reference DRN-3595226
21 Dec 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3595226 The complaint Mr C complains that Tesco Personal Finance PLC trading as Tesco Bank won’t reimburse him a deposit he paid for a holiday that didn’t go ahead during the Covid 19 pandemic. What happened Mr C had booked a package holiday involving flights and a cruise. The holiday ... (3 pages)View decision -
Decision Reference DRN-3871295
21 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3871295 The complaint Mrs H complains that NewDay Ltd was irresponsible when it offered her credit card facilities and subsequent credit limit increases. What happened NewDay opened three credit card accounts for Mrs H under different trading names. I’ve set out some of the information... (5 pages)View decision -
Decision Reference DRN-3430173
21 Dec 2022 Perspective (Thornton Springer) Ltd UpheldPensions and AnnuitiesDRN-3430173 The complaint Mr B complains that Perspective (Thornton Springer) Ltd (Perspective) caused unnecessary delays in processing his request for a withdrawal from his pension plan. What happened Mr B had a personal pension plan (PPP) held with a firm I’ll refer to as [A]. Perspectiv... (4 pages)View decision -
Decision Reference DRN-3797657
21 Dec 2022 Oplo HL Ltd UpheldMortgagesDRN-3797657 The complaint Mr M complains that Oplo HL Ltd (“Oplo”) lent to him irresponsibly as he experienced financial difficulties during the repayment of the four loans he took out. What happened Mr M says that he purchased a property to renovate in 2016 and many unforeseen problems ar... (22 pages)View decision -
Decision Reference DRN-3161520
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3161520 The complaint Mrs S complains she was the victim of an investment scam and that HSBC UK Bank Plc didn’t do enough to recover her money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ... (5 pages)View decision -
Decision Reference DRN-3865418
21 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3865418 The complaint Mr A complains HSBC UK Bank Plc trading as first direct (‘HSBC’) didn’t do enough to protect him when he fell victim to an investment scam and lost money. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (6 pages)View decision
