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 119592 results
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Decision Reference DRN-3316425
15 Feb 2022 British Gas Insurance Limited UpheldInsuranceDRN-3316425 The complaint Mr A complains about British Gas for issues arising during his annual services. He wants British Gas to compensate him for the loss in value of his property, to refund all fees for gas safety inspections and to compensate him for tension which arose between him an... (3 pages)View decision -
Decision Reference DRN-3257966
15 Feb 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3257966 The complaint The estate of Mr S, represented by Mr W and Mrs S, complains that Barclays Bank UK PLC unfairly withheld money from an account. What happened In July 2020, Barclays blocked the late Mr S’ accounts. At the time of the block, the accounts held £40,000 in the current... (3 pages)View decision -
Decision Reference DRN-3317173
15 Feb 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3317173 The complaint Mr B complains about Metro Bank PLC for its handling of his dispute. He wants a full refund of the disputed item. What happened Mr B complains via his representative. Mr B is a young person who, in February 2021, was studying at home during the national lockdown. ... (3 pages)View decision -
Decision Reference DRN-3221801
15 Feb 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3221801 The complaint Mrs D complains Sainsbury’s Bank Plc have failed to honour a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The background to this complaint is well known to all parties, so I will summarise only briefly: Mrs D used her ... (3 pages)View decision -
Decision Reference DRN-3304310
15 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3304310 The complaint Mr M complains that HSBC UK Bank Plc (“HSBC”) has refused to refund payments he made using his HSBC Visa debit card. He made these payments to 365markets.com, which turned out to be a fraudulent binary options company. What happened The circumstances of this comp... (6 pages)View decision -
Decision Reference DRN-3316455
15 Feb 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3316455 The complaint Ms W is unhappy with Tesco Personal Finance PLC’s response to her request for a refund under section 75 of the Consumer Credit Act 1974 (‘S75’). She requested the refund for a car that she says had various problems with it. What happened Ms W acquired a used car i... (10 pages)View decision -
Decision Reference DRN-3152965
15 Feb 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3152965 The complaint Miss S complains about National Westminster Bank Plc (NWB) and their failure to provide her with an activation code that allowed her to access her online banking while she was abroad. What happened Miss S held a current account with NWB. In November 2020, Miss S t... (4 pages)View decision -
Decision Reference DRN-3310287
15 Feb 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3310287 The complaint Miss B complains that TSB Bank Plc hasn’t reimbursed her for payments she made as part of a scam. What happened In March 2018 Miss B spoke to someone on the telephone purporting to be acting on behalf of HM Revenue and Customs (HMRC). I’ll refer to them as a fraud... (6 pages)View decision -
Decision Reference DRN-3305523
15 Feb 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3305523 The complaint Ms L complains that through the involvement of Nationwide Building Society (“Nationwide”), her builder was wrongfully accused of fraud when she wanted to pursue a refund against him. This has impacted her emotionally and has caused conflict between her and the bui... (4 pages)View decision -
Decision Reference DRN-3174492
15 Feb 2022 Santander UK Plc UpheldInsuranceDRN-3174492 Complaint Mrs W says Santander UK PLC mis-sold her a Payment Protection Insurance (PPI) policy with a credit card in the 1990s. The fact PPI was mis-sold isn’t disputed, but Mrs W found it necessary to complain to our Service because Santander has since failed to pay her the re... (3 pages)View decision
