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 363152 results
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Decision Reference DRN-4847636
4 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4847636 The complaint Mr C complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-4819405
4 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4819405 The complaint Mr R complains about the service he received from Barclays Bank UK PLC. What happened In November 2023, Mr R made an online purchase using his Barclays’ debit card. He later discovered that the payment he had made was marked in his Barclays app as a recurring p... (3 pages)View decision -
Decision Reference DRN-4632309
4 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4632309 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. Mr and Mrs P are being represented by a third party. To keep things simple, I will refer to Mr and Mrs P throughout my decision. What hap... (4 pages)View decision -
Decision Reference DRN-4978640
4 Oct 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4978640 The complaint Ms C complains about problems verifying her identity when opening a new savings account with Yorkshire Building Society (YBS). What happened Ms C’s an existing customer of YBS. On 18 April 2024 Ms C tried to open a savings account online with YBS and was asked... (3 pages)View decision -
Decision Reference DRN-4602612
4 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4602612 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4992628
4 Oct 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992628 The complaint Mr M complains Nvayo Limited (“Nvayo”) trading as Club Swan hasn’t returned money he deposited into his account. Mr M wants his money released. What happened Mr M has a Club Swan account. Between July and August 2023, he tried to make a withdrawal from his acc... (4 pages)View decision -
Decision Reference DRN-5028458
4 Oct 2024 Santander UK Plc Not upheldMortgagesDRN-5028458 The complaint Ms H complains that when she finally completed the process of removing her ex-partner from her mortgage with Santander UK Plc, Santander put that mortgage into the sole name of her ex-partner, not into her name. What happened Ms H said she’d recently been throu... (3 pages)View decision -
Decision Reference DRN-4912733
4 Oct 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4912733 The complaint G is an unincorporated business run by a sole trader, whom I’ll call Ms M. Prepay Technologies Ltd is a representative of Mettle Ventures Ltd, and I’ll refer to it as Mettle. Ms M complains that Mettle blocked her business account and then delayed payment of th... (2 pages)View decision -
Decision Reference DRN-5041598
4 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5041598 The complaint Mrs K complains about the service she received from esure Insurance Limited (esure) after she made a claim under her car insurance policy. esure is the underwriter (insurer) of this policy. Some of this complaint concerns the actions of its appointed agents. A... (2 pages)View decision -
Decision Reference DRN-5056058
4 Oct 2024 Financial Goal Attainment Limited UpheldMortgagesDRN-5056058 The complaint Mr and Mrs K complain that a mortgage broker working for Financial Goal Attainment Limited (“FGAL”) didn’t apply promptly for the mortgage they wanted, so this was withdrawn, and the broker applied for something else instead without telling them. What happened ... (5 pages)View decision
