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 367300 results
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Decision Reference DRN-5029392
4 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5029392 The complaint Mr F and Mrs A complain that Bank of Scotland plc trading as Halifax didn’t cancel their application for a fixed interest rate deal on their mortgage. When they sold their house, they then had to pay an Early Repayment Charge (“ERC”). What happened Mr F and Mrs... (3 pages)View decision -
Decision Reference DRN-5122273
4 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5122273 The complaint L, a small business, complains that Revolut Ltd have unreasonably declined to refund them for two transactions they say they didn’t agree to. They’d like the transactions refunded to them. What happened L holds an electronic money account with Revolut. In Dece... (8 pages)View decision -
Decision Reference DRN-4797734
4 Nov 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4797734 The complaint Miss M complains that MBNA Limited has treated her unfairly regarding a dispute about transactions for legal advice. What happened In late July 2023 Miss M approached a solicitor’s firm I’ll call ‘B’ for Legal Advice on matters were she felt sh... (4 pages)View decision -
Decision Reference DRN-4757919
4 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4757919 The complaint Mr B complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost when he says he fell victim to a scam. What happened What Mr B says Mr B says that he received some money following a claim. The funds were shown on Mr B’s statement as ‘damages’. Aft... (4 pages)View decision -
Decision Reference DRN-5064216
4 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5064216 The complaint Mr D complains that Vanquis Bank Limited (Vanquis) lent to him irresponsibly. What happened In March 2018, Mr D applied for a credit card from Vanquis. This was agreed with a limit of £500, and then Vanquis increase his limit as shown: Date Limit March 2018 – ... (4 pages)View decision -
Decision Reference DRN-5058521
4 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5058521 The complaint Mr N complains that HSBC Bank UK Plc provided less UK Sterling on a foreign currency transaction than he was quoted when he contacted HSBC in advance. What happened Mr N needed to transfer a large amount of foreign currency to his HSBC account from an account ... (3 pages)View decision -
Decision Reference DRN-4712137
4 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4712137 The complaint A charity, which I will refer to as C, complains that Barclays Bank UK Plc closed its account without notice. What happened Barclays told us that it was carrying out a Know Your Customer (KYC) review. Following that review, it decided to close C’s account – bu... (3 pages)View decision -
Decision Reference DRN-4949102
4 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4949102 The complaint Mr E has complained that HSBC UK Bank Plc won’t refund the money he lost after falling victim to a scam. What happened In 2021, Mr E was introduced to an established regulated financial advisor by a friend. The advisor successfully helped Mr E with a pension ma... (3 pages)View decision -
Decision Reference DRN-5122611
4 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5122611 The complaint Mr J complains that Santander Consumer (UK) Plc, trading as Volvo Car Financial Services (“VCFS”) were unreasonable to charge VAT on a Road Fund License (RFL) increase that they passed on to him. What happened In November 2020 Mr J took receipt of a new car and... (2 pages)View decision -
Decision Reference DRN-5122627
4 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5122627 The complaint Miss P complains that Marshmallow Insurance Limited cancelled her car insurance policy and declined a claim for an accident she was involved in. What happened Miss P held a car insurance policy underwritten by Marshmallow which had most recently renewed in Jul... (5 pages)View decision