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 366874 results
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Decision Reference DRN-5107084
7 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5107084 The complaint Mr A complains that Wise Payments Limited unfairly closed his account without providing a proper explanation. He is also unhappy that Wise have not returned money held in the account back to him. What happened The detailed background of this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5094358
7 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5094358 The complaint M, a limited company complains that Wise Payments Limited unfairly closed its account without providing a proper explanation. M adds that Wise took too long to release its closing account balance. This led to financial losses and inconvenience. M’s complaint ha... (4 pages)View decision -
Decision Reference DRN-4730093
7 Nov 2024 National House-Building Council Not upheldInsuranceDRN-4730093 The complaint Ms O and Mr U complain that National House-Building Council (“NHBC”) has treated them unfairly in its handling of claims made under their building warranty. What happened Ms O and Mr U held a ten-year self-build warranty with NHBC. Towards the end of 2020, they... (5 pages)View decision -
Decision Reference DRN-5015556
7 Nov 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5015556 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Specialist Motor Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a hire purchase agreement with Specialist Motor Finance ... (4 pages)View decision -
Decision Reference DRN-4956156
7 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4956156 The complaint Mr S has complained about the way Bank of Scotland plc handled a chargeback with a merchant who he felt had acted fraudulently. What happened In January 2024, Mr S told Bank of Scotland that a recent £429 card payment to a merchant was fraudulent. According to ... (2 pages)View decision -
Decision Reference DRN-5016602
7 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5016602 The complaint Mrs B and Mr B complain that Lloyds Bank PLC (Lloyds) won’t refund money they paid to a firm. What happened What Mrs B and Mr B say: They paid for a course to a firm (which I will call ‘firm A’) to train them in new skills to do with trading. Mr B attended a th... (4 pages)View decision -
Decision Reference DRN-4689048
7 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4689048 The complaint Mr L complains that Santander UK Plc did not pursue a claim for a refund of a card payment, even though the services he paid for were not provided. What happened On 19 October 2023 Mr L registered a money claim with HMCTS. He was seeking a payment from K. Mr L ... (2 pages)View decision -
Decision Reference DRN-5087633
7 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5087633 The complaint Mr B complains that NewDay Ltd are charging him too much interest on his credit card account. What happened Mr B holds a credit card account with NewDay. The account is in persistent debt. In April 2024 NewDay placed the account in a 48 month PayDown plan and p... (3 pages)View decision -
Decision Reference DRN-4698162
7 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4698162 The complaint Mr S and Mrs S complain about Royal & Sun Alliance Insurance Limited (“RSA”)’s handling of their buildings insurance claim. All references to RSA also include its appointed agents. What happened What my decision covers I’m aware this claim has been ongoing ... (4 pages)View decision -
Decision Reference DRN-4810283
7 Nov 2024 Elevate Portfolio Services Limited UpheldPensions and AnnuitiesDRN-4810283 The complaint Mrs F complains that Elevate Portfolio Services Limited (Elevate) unnecessarily delayed the transfer of her pension to a new provider. She thinks Elevate should have been more transparent in keeping her informed about an outstanding direct debit on the pension ... (5 pages)View decision
