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 120327 results
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Decision Reference DRN-3181667
18 May 2022 Western Union International Bank GmbH UpheldBanking and PaymentsDRN-3181667 The complaint A company which I’ll refer to as D complain that Western Union International Bank GmbH, charged it the wrong rate for a foreign currency trade. In bringing the complaint D is represented by its director who I refer to as Mr S What happened The facts of the case a... (3 pages)View decision -
Decision Reference DRN-3461204
18 May 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3461204 The complaint Mrs H has complained that Casualty & General Insurance Company (Europe) Ltd unreasonably cancelled her pet policy because of an unpaid direct debit (DD) which neither Mrs H nor her bank cancelled. What happened Mrs H had a pet policy for her two dogs with Casu... (4 pages)View decision -
Decision Reference DRN-3308693
18 May 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3308693 The complaint E, a limited company, complains that Advanced Payment Solutions Limited trading as Cashplus won’t refund a cash machine withdrawal from the account it didn’t receive. What happened The director of E says he tried to take out £500 from a cash machine on 8 March 202... (2 pages)View decision -
Decision Reference DRN-3485031
18 May 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3485031 The complaint Mr S complains about the quality of three items of furniture he acquired under a fixed sum loan agreement (“agreement”) with Creation Consumer Finance Ltd (“Creation”). What happened In August 2019 Mr S decided to buy, from a company that I will call “H”, three it... (6 pages)View decision -
Decision Reference DRN-3396219
18 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3396219 The complaint Ms S and Mr T complain that HSBC UK Bank Plc (“HSBC”) froze their account and hasn’t re- activated it even though they’ve provided documents to prove their identity. Ms S and Mr T are represented by a relative in bringing this complaint but, for ease of reading, I... (3 pages)View decision -
Decision Reference DRN-3308700
18 May 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3308700 The complaint E, a limited company, complains that Advanced Payment Solutions Limited trading as Cashplus won’t refund a cash machine withdrawal from the account it didn’t receive. What happened The director of E says he tried to take out £500 from a cash machine on 31 December... (2 pages)View decision -
Decision Reference DRN-3375379
18 May 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3375379 The complaint Mr C complains that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VWFS) didn’t apply a payment by cheque to his account. He would like more compensation than the £100 VWFS offered. What happened The details of this complaint ... (2 pages)View decision -
Decision Reference DRN-3484403
18 May 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3484403 The complaint Mr and Mrs H complain that Union Reiseversicherung AG (URV) hasn’t refunded the premiums they paid for a travel insurance policy. What happened On 29 January 2020, Mr and Mrs H took out an annual multi-trip travel insurance policy through a broker. They paid £306.... (3 pages)View decision -
Decision Reference DRN-3445697
18 May 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3445697 The complaint Mr T complains that Clydesdale Bank Plc trading as Virgin Money has rejected a claim under section 75 of the Consumer Credit Act 1974 (“section 75”) regarding a faulty car he’d acquired using his credit card. What happened In April 2019 Mr T purchased a used car f... (7 pages)View decision -
Decision Reference DRN-3484894
18 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3484894 The complaint Mr M is unhappy that HSBC UK Bank Plc won’t refund him after he lost money to an investment scam. Background I issued a provisional decision on this case on 19 April 2022. I’ve copied the content of that document below. Mr M has explained that he was checking his ... (6 pages)View decision
