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 369228 results
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Decision Reference DRN-5351078
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5351078 The complaint Miss G complains about the service she received from HSBC UK Bank Plc (“HSBC”) regarding a direct debit indemnity claim she raised. In particular, she is unhappy at the time it took HSBC to cancel the claim. Miss G says as a result of this she’s suffered intere... (3 pages)View decision -
Decision Reference DRN-5213681
24 Feb 2025 Scottish Widows Limited UpheldInvestmentsDRN-5213681 The complaint Miss C’s complaint against Scottish Widows Limited (“SW”) is about the conversion of shares she held in a portfolio fund from one class to another. She complains that SW did not provide a satisfactory explanation for the conversion and feels she has lost out be... (4 pages)View decision -
Decision Reference DRN-5340158
24 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5340158 The complaint Miss O and Mr A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (20 pages)View decision -
Decision Reference DRN-4913366
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4913366 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5306570
24 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5306570 The complaint Mr M’s complaint is that Bank of Scotland plc trading as Halifax unfairly recorded a fraud marker against him during the course of a mortgage application. Mr M says this was the wrong decision, and that Halifax has never asked him for any more information that ... (2 pages)View decision -
Decision Reference DRN-5313295
24 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5313295 The complaint Mr A and Mrs K complain that Barclays Bank UK PLC (“Barclays”) failed to refund transactions they didn’t recognise. What happened Mrs K was the main account holder involved with this complaint, so I’ll mainly refer to her for ease of reading. Mrs K reported to ... (5 pages)View decision -
Decision Reference DRN-5305401
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5305401 The complaint Mr S complains that HSBC UK Bank Plc (“HSBC”) won’t allow him to set up a direct debit from his savings account to pay his credit card. What happened Mr S holds both a current account and savings account with HSBC. Mr S wished to set up a direct debit from his ... (2 pages)View decision -
Decision Reference DRN-5258550
24 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5258550 The complaint Miss B is unhappy with how esure Insurance Limited (esure) handled a claim made on her motor insurance policy. Any references to esure include its agents. What happened In September 2023 a named driver on Miss B’s policy was involved in an accident in her car... (4 pages)View decision -
Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN-5200477
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5200477 The complaint Mr H complains that HSBC UK Bank Plc has not refunded the money he says he lost in two investment scams. Mr H is represented in this matter by a claims management company (CMC), but for ease of reading I will refer to Mr H throughout this decision. What happene... (4 pages)View decision
