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 4338 results
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Decision Reference DRN8147978
5 Dec 2017 Bank of Scotland Plc Not upheldBanking and creditThe estate of Mrs G complain about the way Bank of Scotland plc (“BOS”) dealt with the late Mrs G and her accounts when she wasn’t able to verify her identity in a phone call about her online bank account.backgroundThe substantive events which form the basis of thi... (4 pages)View decision -
Decision Reference DRN0151294
18 Dec 2013 Mortgage Express Not upheldBanking and creditMr B complains that Mortgage Express did not;1.respond to his request for copies of his loan application and legal charge;2.confirm that a loan was arranged;3. confirm that it had not exploited the time period between completion of the legal charge and its registration at the Land Regis... (2 pages)View decision -
Decision Reference DRN-2779511
2 Jul 2021 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-2779511 The complaint Mr B complains that Atlanta1 Insurance Services Limited applied charges when he cancelled his motor insurance policy after eight days on cover. What happened Mr B wanted to cancel his policy after it had run for eight days. He sent Atlanta an email, but it wanted ... (2 pages)View decision -
Decision Reference DRN-2714902
14 Apr 2021 etika Finance UK Limited Not upheldConsumer CreditDRN-2714902 The complaint Mr A complains that PayBreak Limited (“PayBreak”), trading as afforditNOW have rejected a claim he made to them under section 75 of the Consumer Credit Act (1974). What happened The details of this complaint are well known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN8501165
12 Jan 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMr T complains that Lowell Portfolio I Ltd continued to report a default that should not have been registered. backgroundMr T’s debt with another lender was bought by Lowell in June 2015. Mr T says that in July and August 2015 he was in contact with the original ... (2 pages)View decision -
Decision Reference DRN4043172
11 Jun 2018 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc hasn’t done a chargeback request for him.backgroundMr H said that between May and December 2016, he made a number of payments to a merchant that he then understood to be a binary options broker. The amounts he transferred totalled £41,... (4 pages)View decision -
Decision Reference DRN-5236116
14 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236116 The complaint A sole trader, who I’ll refer to as Mr F, complains that Barclays Bank UK PLC is unfairly holding him personally liable for a bounce back loan (“BBL”) that he applied for on behalf of of a limited company. What happened Mr F had a sole trader business account w... (2 pages)View decision -
Decision Reference DRN4043843
30 May 2019 PayPal Europe Sarl & Cie, SCA Not upheldBanking and creditMr S complains that PayPal Europe Sarl & Cie, SCA won’t give him a refund for a service he didn’t receive.backgroundMr S booked and paid for an airport parking space through a booking agent using PayPal. But when he tried to park his car the automatic entry system ... (2 pages)View decision -
Decision Reference DRN3635668
19 Sep 2019 Bank of Ireland (UK) Plc UpheldBanking and creditMr L and Miss T are unhappy that Bank of Ireland (UK) Plc sent their mortgage offer containing personal information to the wrong address. They want BOI to pay them substantial compensation and monitor their credit file.backgroundMr L and Miss T submitted a mortgage application to BOI in Oc... (3 pages)View decision -
Decision Reference DRN7113752
18 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMr I and Mrs E complain that Barclays Bank PLC (trading as Barclaycard) has unfairly terminated their merchant facility and registered risk information about them with fraud prevention databases.backgroundMr I and Mrs E had a merchant facility with Barclaycard to enable the... (2 pages)View decision
