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 370149 results
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Decision Reference DRN-5267242
22 Jan 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5267242 The complaint Mr D complains that Curve UK Limited blocked his Curve card, removing his access to the underlying payment cards he’d added to the Curve system. Mr D told us Curve then failed to reinstate this card promptly, which caused further problems. What happened Mr D co... (5 pages)View decision -
Decision Reference DRN-5197783
22 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5197783 The complaint Mr T complains HSBC UK Bank Plc treated him unfairly when it recorded false application markers with Cifas (a fraud database). He’d like HSBC to delete the entries against him. What happened Mr T applied for an account with HSBC in July 2019 and again in Janua... (2 pages)View decision -
Decision Reference DRN-5258867
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5258867 The complaint Mr W is unhappy that Clydesdale Bank Plc, trading as Virgin Money, transferred the wrong ISA to another ISA provider. What happened Mr W held two ISAs with Virgin and wanted to transfer one of the ISAs to another ISA provider (which I’ll refer to ‘X’). Mr W con... (3 pages)View decision -
Decision Reference DRN-5195370
22 Jan 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5195370 The complaint Mrs H has complained that First Central Underwriting Limited cancelled her telematic motor policy because she and her named driver failed to pair it with their individual smart mobile phones. Mrs H is represented by Mr B who is also a named driver on her polic... (5 pages)View decision -
Decision Reference DRN-5278474
22 Jan 2025 Southern Pacific Mortgage Limited UpheldMortgagesDRN-5278474 The complaint Mr L complains that Southern Pacific Mortgage Limited (SPML) took payments from him in respect of a mortgage after he had been discharged from bankruptcy, and that it reported missed payments to his credit file. What happened Mr L took out a mortgage with SPML ... (4 pages)View decision -
Decision Reference DRN-5236289
22 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5236289 The complaint Mrs E complains that Nationwide Building Society blocked her credit card whilst she was abroad. What happened Mrs E holds a credit card account with Nationwide. In July 2024 Mrs E went on holiday abroad but when she tried to use her credit card to pay for car h... (3 pages)View decision -
Decision Reference DRN-4782574
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4782574 The complaint Ms G has complained about how Bank of Scotland plc trading as Halifax (“Halifax”) handled her chargeback claim. What happened On 20 March 2023, Ms G booked two tickets for return flights scheduled to depart on 9 February 2024. The cost of both tickets was £2,88... (4 pages)View decision -
Decision Reference DRN-5254456
22 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5254456 The complaint Mr L complains Clydesdale Bank PLC trading as Virgin Money (Virgin) misplaced a payment dispute form he had sent them to instigate a credit card refund. What happened Mr L says in early July 2024, following a telephone call with Virgin over disputed credit card... (2 pages)View decision -
Decision Reference DRN-5233275
22 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5233275 The complaint Mr P complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on his motor insurance policy. He wants it to pay him his car’s pre-accident value. What happened Mr P’s car was damaged in an incident, and he made a claim to Admiral. But Adm... (3 pages)View decision -
Decision Reference DRN-5243114
22 Jan 2025 2 Plan Wealth Management Limited Not upheldMortgagesDRN-5243114 The complaint This complaint is about a fee Mr F and Mrs M paid to a mortgage broker firm that is part of 2 Plan Wealth Management Limited (2PWML). The fee was paid for arranging a new interest rate product to replace the one that was about to expire on their existing mortga... (3 pages)View decision
