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 361839 results
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Decision Reference DRN-5107400
12 Nov 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5107400 The complaint Mr K has complained about issues he had with an encrypted document from Metro Bank PLC, then the customer service that followed. What happened Mr K was sent an encrypted document by Metro Bank. Which needed a password. However, he was provided with the incorrec... (1 page)View decision -
Decision Reference DRN-4845682
12 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4845682 The complaint Mr S is unhappy because Vanquis Bank Limited declined his disputed transaction claim. What happened In March 2023 Mr S purchased two seats on a Qatar Airways flight in the “Qsuite Business Class” cabin and paid using his Vanquis credit card. The cost of the sea... (3 pages)View decision -
Decision Reference DRN-4629499
12 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4629499 The complaint Mr H complains Santander UK Plc unfairly closed his bank account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Santander received a fraud report from a third-party bank, which I wi... (3 pages)View decision -
Decision Reference DRN-4921174
12 Nov 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4921174 The complaint Mrs K complains that Trading 212 UK Limited (Trading 212) allowed transactions on her trading account that she didn’t authorise. What happened Mrs K had a share trading account provided by Trading 212. On 19 July 2023 she logged in to her account and saw a numb... (3 pages)View decision -
Decision Reference DRN-5119064
12 Nov 2024 Markerstudy Insurance Company Limited UpheldInsuranceDRN-5119064 The complaint Mr M has complained about Markerstudy Insurance Company Limited. He isn’t happy about the way it settled liability following a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decisio... (3 pages)View decision -
Decision Reference DRN-5121249
12 Nov 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5121249 The complaint Mr M complains National Savings and Investments (NS&I) took several weeks to provide him with funds from his Premium Bond (PB) account and provided poor customer service. What happened Mr M explained he first contacted NS&I in early May 2024 to withdra... (3 pages)View decision -
Decision Reference DRN-5107769
12 Nov 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-5107769 The complaint Mr B has complained that Everyday Lending Limited, trading as Everyday Loans, unfairly declined his loan application. What happened In July 2024, Mr B applied to Everyday Loans for a loan of £7,000. He received an email response, to say it had been conditionall... (2 pages)View decision -
Decision Reference DRN-5102529
12 Nov 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-5102529 The complaint Mr S says Everyday Lending Limited (ELL), trading as Everyday Loans, irresponsibly lent to him. What happened Mr S took out a loan for £1,500 over 24 months in March 2023. The monthly repayments were £156.88 and the total repayable was £3,765.12. Mr S says he... (3 pages)View decision -
Decision Reference DRN-4886698
12 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4886698 The complaint Mr A complains HSBC UK Bank Plc didn’t do enough when he fell victim to a scam. What happened Mr A has an account with HSBC with a credit card. He has accounts with another business too who I’ll refer to as “B” throughout the rest of this decision. Mr A contact... (2 pages)View decision -
Decision Reference DRN-5092083
12 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5092083 The complaint Mr C complains HSBC UK Bank Plc unfairly blocked his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr C held a basic bank account with HSB... (2 pages)View decision
