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 4744 results
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Decision Reference DRN5493217
26 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditMr O complains National Westminster Bank Plc will not refund some disputed transactions. He also complains about the service he received when he raised the matter.backgroundMr O says a number of transactions to an online bingo company – which were made from his account – were not made by h... (2 pages)View decision -
Decision Reference DRN-3824350
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3824350 The complaint Mr R complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to an impersonation scam. What happened Mr R received a message from a number he didn’t have saved on his phone. It began with, ‘Hi mum its me x I have a new phone this is my new number.... (4 pages)View decision -
Decision Reference DRN-2872584
25 Jan 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2872584 The complaint Mr L complains that Marks & Spencer Financial Services Plc won’t reimburse money he lost when he fell victim to a scam. What happened Mr L says after completion of an application to obtain bitcoins he was approached by a firm providing financial services. I’ll... (4 pages)View decision -
Decision Reference DRN-1634037
9 Jun 2020 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-1634037The complaintMr H complains that DAS Legal Expenses Insurance Company Limited ("DAS") has unfairly declined a claim he made under his legal expenses insurance. What happenedIn February 2019 Mr H contacted DAS to make a claim under his legal expenses policy following a ... (2 pages)View decision -
Decision Reference DRN-4169063
21 Jun 2023 Metro Bank PLC Not upheldConsumer CreditDRN-4169063 The complaint Ms A complains that Metro Bank PLC trading as RateSetter (RS) lent to her irresponsibly. What happened In August 2022 Ms A applied for a loan with RS. RS approved the application and gave Ms A a loan for £4000 repayable over 48 months with a monthly repayment of £... (2 pages)View decision -
Decision Reference DRN-4451334
18 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4451334 The complaint Mr G complains about charges and interest applied to his account by National Westminster Bank Plc during a period of financial difficulty. What happened Mr G held a bank account with associated overdraft of £4,950 with NatWest for several years. Mr G has explaine... (4 pages)View decision -
Decision Reference DRN-3362553
10 Mar 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3362553 The complaint Mr S complains that TSB Bank plc has refused to refund transactions he thought he was making to a binary options company called Golden Markets, which he says turned out to be fraudulent. What happened The circumstances of this complaint are well known to both part... (6 pages)View decision -
Decision Reference DRN7601745
27 Jun 2017 GKFX Financial Services Limited Not upheldInvestment and pensionsMs B’s complaint is about the decision by GKFX Financial Services Limited to remove a cash bonus that was applied to her spread betting account. backgroundI issued a provisional decision on this complaint – a copy of which is attached and forms part of this final ... (5 pages)View decision -
Decision Reference DRN-5127011
5 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5127011 The complaint Miss B complains that NewDay Ltd was irresponsible to open three credit accounts for her and to later increase the credit limits. Miss B has brought her complaint via a representative but I will refer to her throughout for simplicity. What happened NewDay Ltd... (6 pages)View decision -
Decision Reference DRN-2979008
8 Sep 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2979008 The complaint Mr M has complained that Bank of Scotland plc (“BOS”) trading as Halifax continued charging him excessive amounts for his overdraft when he was in financial difficulty. What happened Mr M has complained about unaffordable lending relating to overdraft increases. H... (2 pages)View decision
