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 360264 results
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Decision Reference DRN-5035192
22 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5035192 Complaint H, a limited company, complains that Wise Payments Limited didn’t pay a refund after it fell victim to a scam. H is represented by its director, Miss C. I’ve generally referred to Miss C throughout the text of this decision. Background In April 2023, Miss C was pla... (2 pages)View decision -
Decision Reference DRN-5096823
22 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5096823 The complaint Mr D has complained about the sale of a timeshare paid for using a loan provided by Shawbrook Bank Limited (“Shawbrook”). What happened In August 2019, Mr D purchased a timeshare membership (“the Timeshare”) from a timeshare provider (“the Supplier”). This purc... (6 pages)View decision -
Decision Reference DRN-4979956
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4979956 The complaint Mr G complains that Monzo Bank Ltd won’t refund the money he lost as the result of an Authorised Push Payment (‘APP’) scam. What happened The circumstances which led to this complaint are well known to both parties, so I won’t repeat them all here. But in summa... (4 pages)View decision -
Decision Reference DRN-4926025
22 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4926025 The complaint Miss D complains that Santander UK Plc didn’t refund transactions after she asked to make a chargeback and told it some payments to a merchant were unauthorised. What happened Miss D is an author. She wrote a book. She was then contacted by a publisher based in... (3 pages)View decision -
Decision Reference DRN-4785856
22 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4785856 The complaint Mr P complains that Nationwide Building Society (“Nationwide”) failed to properly account for his funds. What happened Mr P explained that between December 2022 and March 2023, he visited his branch of Nationwide on six different occasions where he exchanged £2... (4 pages)View decision -
Decision Reference DRN-5096631
22 Oct 2024 Jump Finance Ltd Not upheldConsumer CreditDRN-5096631 The complaint Mr B complains that Jump Finance Ltd trading as Creditplus failed to vet the dealership which sold him a faulty car, and mis-sold him a conditional sale agreement. What happened Mr B took out a conditional sale agreement to purchase a vehicle in 2022. The car d... (3 pages)View decision -
Decision Reference DRN-4875236
22 Oct 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4875236 The complaint Mr B complains about the customer service he received form HSBC UK Bank Plc during his application to port his mortgage to a new property. What happened Mr B began having discussions with HSBC about porting his mortgage in 2023. He was assigned a mortgage advis... (2 pages)View decision -
Decision Reference DRN-5093854
22 Oct 2024 Society of Lloyd's Not upheldInsuranceDRN-5093854 The complaint M’s complaint is about a claim she made on her malpractice/professional liability insurance policy which Society of Lloyd’s (‘Lloyd’s’) declined. All references to Lloyd’s include their claims handlers. M is helped by a representative in this complaint, but I s... (4 pages)View decision -
Decision Reference DRN-4965293
22 Oct 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4965293 The complaint Ms M complains that AXA PPP Healthcare Limited has turned down a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the k... (4 pages)View decision -
Decision Reference DRN-4791020
22 Oct 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4791020 The complaint Mr M complains that TSB Bank Plc placed a default on his credit record after it closed his bank account. What happened In April 2023, Mr M opened an account with TSB. At the same time, he applied for an interest free arranged overdraft of £2,000. The applicatio... (3 pages)View decision
