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 122624 results
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Decision Reference DRN-3630639
5 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3630639 The complaint Mrs W complains that Metro Bank PLC didn’t help recover the money she lost to an investment scam. What happened In January 2020, Mrs W was contacted by a company called Capital Seven after she’d been researching investment opportunities. Between January and April ... (4 pages)View decision -
Decision Reference DRN-3556197
5 Aug 2022 Gain Credit LLC UpheldConsumer CreditDRN-3556197 The complaint Mr N says Gain Credit LLC (trading as Drafty) gave him a line of credit he couldn’t afford to repay. Mr N further says this facility put him into financial difficulties and he had to borrow money in order to repay it. What happened Mr N approached Drafty for a run... (7 pages)View decision -
Decision Reference DRN-3568613
4 Aug 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3568613 The complaint Mr H complains that a car acquired with finance from Moneybarn No 1 Limited wasn’t of satisfactory quality. What happened In February 2021 Mr H was supplied with a car and entered into a conditional sale agreement with Moneybarn. Mr H experienced issues with the c... (3 pages)View decision -
Decision Reference DRN-3632811
4 Aug 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3632811 The complaint Miss H has complained about the way PayPal (Europe) Sarl et Cie SCA dealt with a transaction she says she didn’t make or otherwise authorise. What happened In brief, Miss H explained that in February 2021 she signed up to a free trial with a merchant. As part of t... (3 pages)View decision -
Decision Reference DRN-3565293
4 Aug 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3565293 The complaint Mr H complains AA Underwriting Insurance Company Limited hasn’t offered him a fair settlement after he made a claim on his home insurance policy. What happened In June 2021, Mr H’s roof was damaged by a localised weather event. He attempted to make a claim on his ... (3 pages)View decision -
Decision Reference DRN-3336626
4 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3336626 The complaint Mr G and Mrs G complain that HSBC UK Bank Plc trading as First Direct haven’t refunded money they lost as a result of a scam. Mrs G is the lead complainant to this service, so I’ll refer to her throughout the decision. What happened The detailed background to this... (3 pages)View decision -
Decision Reference DRN-3631378
4 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3631378 The complaint Miss P and Mr H complain that esure Insurance Limited mishandled a motor insurance policy. Where I refer to esure, I refer to the above-named insurance company and I include employees and others insofar as I hold esure responsible for their acts or omissions. What... (3 pages)View decision -
Decision Reference DRN-3632565
4 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3632565 The complaint Ms O complains that HSBC UK Bank Plc didn’t do enough to protect her from losing £15,400 to an investment scam. What happened In early 2019 Ms O was persuaded to invest £15,400 with a company I shall in this decision call J. The money was sent to J via Coinbase – ... (3 pages)View decision -
Decision Reference DRN-3627302
4 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3627302 Complaint F, a limited company and law firm, complains that HSBC UK Bank Plc didn’t do enough to protect it when it was targeted by fraudsters. It is represented by Ms F, its only director. For simplicity’s sake, I will generally refer to Ms F throughout the decision. Backgroun... (6 pages)View decision -
Decision Reference DRN-3631925
4 Aug 2022 Clydesdale Bank Plc UpheldConsumer CreditDRN-3631925 The complaint Mr and Mrs M are unhappy that Clydesdale Bank Plc, trading as Virgin Money, applied an early repayment charge when they repaid their loan early having been told when they took the loan that no such charge would be applied. What happened Mr and Mrs M took a persona... (3 pages)View decision
