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 3981 results
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Decision Reference DRN-4904097
21 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4904097 The complaint Mrs H complains that National Westminster Bank Plc (NatWest) won’t refund money she lost in an investment scam. What happened Mrs H is represented by a third-party claims firm, but I’ll refer only to Mrs H for ease of reference. Mrs H says she sold her house an... (3 pages)View decision -
Decision Reference DRN4342566
9 Jul 2015 National Westminster Bank Plc Not upheldBanking and creditMr O complains that National Westminster Bank Plc (“NatWest”) won’t refund transactions made from his account in December 2014, which he says weren’t carried out or authorised by him.backgroundOn 8 December 2014, Mr O opened a new account with NatWest. The bank says i... (2 pages)View decision -
Decision Reference DRN-4216872
12 Sep 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-4216872 The complaint Miss W has complained about the quality of a car she acquired under a hire purchase agreement with Secure Trust Bank PLC, trading as V12 Vehicle Finance (V12). What happened The circumstances of the complaint are known to both parties. So I’m not going to go over ... (5 pages)View decision -
Decision Reference DRN-4120456
8 Sep 2023 Metro Bank PLC Not upheldConsumer CreditDRN-4120456 The complaint Mrs B complains that Metro Bank PLC trading as RateSetter irresponsibly gave her a fixed sum loan agreement she couldn’t afford to repay. What happened Mrs B was the victim of fraud, in that she was coerced or tricked by a third party into taking out a loan with R... (2 pages)View decision -
Decision Reference DRN-3742728
13 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3742728 The complaint Miss C is unhappy HSBC UK Bank Plc stopped two cheques she wrote. What happened Miss C wrote cheques to her daughter on 7 January 2022 and 18 February 2022. HSBC did not process them as one of its fraud prevention systems detected the signatures did not match the ... (3 pages)View decision -
Decision Reference DRN6283081
20 May 2019 HSBC UK Bank Plc Not upheldBanking and creditMr B complains that HSBC UK Bank Plc didn’t accept a cash deposit that he’d asked a third party to make on his behalf. backgroundOn 19 February 2019, Mr B’s HSBC bank account balance was above his authorised overdraft limit. Mr B works during branch opening hours, ... (2 pages)View decision -
Decision Reference DRN6233271
19 Apr 2021 Santander UK Plc UpheldBanking and creditMr S complains that Santander UK Plc declined his claim under Section 75 of the Consumer Credit Act 1974 (“s.75”; “the CCA”). background In 2018 Mr S contracted a third party (“the supplier”) to supply and lay a resin floor in his kitchen. He says that the flooring he requested was a speci... (14 pages)View decision -
Decision Reference DRN-2176230
21 Oct 2020 Gain Credit LLC Not upheldConsumer CreditDRN-2176230 The complaint Mrs G says Gain Credit LLC (trading as Lending Stream) irresponsibly lent to her. What happened This complaint is about two instalment loans provided by Lending Stream. A summary of the borrowing, based on information Lending Stream provided us can be found below;... (4 pages)View decision -
Decision Reference DRN2711801
24 Sep 2018 Strathearn Insurance Services Limited UpheldInsurance (excluding PPI)Mr and Mrs B’s complaint is about a ‘key facts’ document produced by Strathearn Insurance Services Limited (SISL) in relation to a property deposit bond.In summary, Mr and Mrs B say that SISL failed to disclose material information and provide appropriate risk warning... (13 pages)View decision -
Decision Reference DRN-4213871
22 Sep 2023 Barclays Bank Plc Not upheldInvestmentsDRN-4213871 The complaint Mr H complains that Barclays Bank UK PLC didn’t provide him with the information it should have when he took out a loan, paid the loan funds to an account it shouldn’t have and didn’t inform him about what was happening with the loan. What happened Your text here ... (6 pages)View decision
