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 369228 results
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Decision Reference DRN-5109077
26 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5109077 The complaint Ms W complains that Barclays Bank UK PLC caused a data breach when her work colleagues were allowed access to her personal accounts online. What happened Ms W held her personal account with Barclays. She also had access to her employer’s bank account which was ... (2 pages)View decision -
Decision Reference DRN-5073610
26 Nov 2024 Leeds Building Society UpheldMortgagesDRN-5073610 The complaint This complaint is about a mortgage Ms B held with Leeds Building Society (LBS) until earlier this year when she repaid it in full. The essence of the complaint is that LBS kept the account open after it had been redeemed, and sent Ms B a letter telling her she... (2 pages)View decision -
Decision Reference DRN-4962427
26 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4962427 The complaint Mr P complains that Monzo Bank Ltd hasn’t refunded one of two payments he says he didn’t make from his bank account. What happened Mr P received a call about a fraudulent Amazon purchase on his account. Using his laptop, he followed instructions from the caller... (3 pages)View decision -
Decision Reference DRN-5131972
26 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5131972 The complaint Mr C and Miss M are unhappy that Bank of Scotland plc (“BOS”) didn’t notify Miss M that their joint account was being defaulted. While this complaint concerns an account held by Mr C and Miss M jointly, it is Miss M who is the primary complainant here. As such,... (3 pages)View decision -
Decision Reference DRN-5127266
26 Nov 2024 Optimus Cards UK Limited Not upheldBanking and PaymentsDRN-5127266 The complaint Mr H complains that Optimus Cards UK Limited unfairly closed his account. What happened Mr H held a cryptocurrency wallet account with Uphold Europe Limited, which allowed him to store, buy, sell, and exchange various cryptocurrencies, traditional currencies, a... (3 pages)View decision -
Decision Reference DRN-4770933
26 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4770933 The complaint Mr P complains about the way in which Tesco Personal Finance PLC handled his complaint when he complained about holiday accommodation and services. What happened Mr P booked a two-night break in the UK with a provider which I’ll call “W”. He and his wife were t... (3 pages)View decision -
Decision Reference DRN-5137286
26 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5137286 The complaint Mr O complains that HSBC UK Bank Plc was irresponsible in its lending to him. What happened Mr O was provided with a HSBC credit card in 2004. He said he experienced financial difficulties and entered an individual voluntary arrangement (IVA) in 2005 which was ... (3 pages)View decision -
Decision Reference DRN-5110841
26 Nov 2024 Belmont Green Finance Limited Not upheldMortgagesDRN-5110841 The complaint Mr G’s complaint arises out of a buy-to-let (BTL) mortgage with Belmont Green Finance Limited trading as Vida Homeloans (and referred to here as Vida). Mr G is unhappy about the following matters: Vida failed to update his correspondence address, as a result... (4 pages)View decision -
Decision Reference DRN-5166102
26 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5166102 The complaint Mr and Mrs C complain that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on their landlord’s insurance policy and said the policy was void. What happened Mr and Mrs C own a property which was let to a tenant. They had insurance for the pro... (5 pages)View decision -
Decision Reference DRN-5101490
26 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5101490 The complaint Mr O complains that Barclays Bank UK PLC made a negligent mistake in linking his profile with his brother’s on a new account that didn’t involve him. He said this led to problems and uncertainties and stress in his purchasing of a property and with his credit s... (4 pages)View decision
