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 3967 results
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Decision Reference DRN-4450558
16 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4450558 The complaint Miss P complains about how Lloyds Bank PLC dealt with her chargeback dispute about a supplementary charge on her holiday booking. What happened In January 2023, Miss P used a voucher from a third party to pay for a package holiday. The holiday was to be spent in t... (5 pages)View decision -
Decision Reference DRN-3983523
16 Oct 2023 Trading 212 UK Limited Not upheldInvestmentsDRN-3983523 The complaint Mrs R is unhappy that Trading 212 UK Limited closed her trading account, causing her financial loss as well as a great deal of upset and frustrating her investment plans. Mrs R wants financial compensation to put things right. What happened On 13 September 2022, M... (3 pages)View decision -
Decision Reference DRN9305174
13 Jan 2015 UKAIS Limited Not upheldInsurance (excluding PPI)Mr N complains that UKAIS Limited (trading as Auto Direct Insurance) unfairly cancelled his motor insurance policy and mishandled a claim on it.backgroundWhen Mr N took out a policy through Auto Direct, he agreed to set up a monthly direct debit (DD). Shortly afterwards, he and a third ... (2 pages)View decision -
Decision Reference DRN-3903768
17 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3903768 The complaint Mr G complains that HSBC UK Bank Plc did not follow their procedures regarding overseas transfers and they provided him with poor customer service on numerous occasions. What happened Mr G says he rang HSBC on 13 February 2022 to arrange a transfer of £178,700 int... (3 pages)View decision -
Decision Reference DRN3772440
31 Jan 2020 National Westminster Bank Plc Not upheldBanking and creditMr M complains about his mortgage application to National Westminster Bank Plc. He says NatWest misled him into thinking he’d be able to borrow more than he could, which meant he needed to find more money towards the deposit at short notice.backgroundMr M had a mortgage with NatWest and wa... (3 pages)View decision -
Decision Reference DRN-3042883
31 Dec 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-3042883 The complaint Mr A complains that Nationwide Building Society has refused to refund transactions (made using his Nationwide credit card) to a fraudulent binary options company (Golden Markets). What happened Mr A saw an online advert for bitcoin investments provided by Golden M... (7 pages)View decision -
Decision Reference DRN-3279774
8 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3279774 The complaint Mrs W complains that Barclays Bank UK PLC recorded offensive and derogatory information about her. As a result, she said that stopped her going to a branch of Barclays, so she was unable to deposit money to her account, which led to missed payments. What happened ... (3 pages)View decision -
Decision Reference DRN4603234
3 Nov 2016 National Westminster Bank Plc Not upheldBanking and creditMr G complains that National Westminster Bank Plc will not pay him the money he lost when he was the victim of fraud and that it closed his bank account.backgroundMr G says he did not pay a cheque for £1,840 into his account in March 2015. He disputes making subseque... (2 pages)View decision -
Decision Reference DRN1805997
10 Dec 2018 MBNA Limited UpheldBanking and creditMr H complains that MBNA Limited rejected his claim under Section 75 Consumer Credit Act 1974 in respect of building work.backgroundIn 2017 Mr H entered into an arrangement with a company, which I’ll call C, for it to carry out some building work on his house. He mad... (4 pages)View decision -
Decision Reference DRN3971410
12 Aug 2013 HSBC Bank plc Not upheldBanking and creditMr T complains that he released goods to a third party but would not have done so had it not been for failings on HSBC Bank Plc’s (HSBC) part.our initial conclusionsOur adjudicator did not recommend Mr T’s complaint be upheld. Mr T disagreed saying that HSBC failed to alert him ... (2 pages)View decision
