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
-
Decision Reference DRN-5058633
22 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5058633 The complaint Mrs P has complained on behalf of Mr P that Lloyds Bank PLC unfairly blocked his bank account. What happened Mr P opened a bank account with Lloyds to take advantage of an offer of a £175 switching bonus. There was a fee of £3 a month on the account unless £2,... (2 pages)View decision -
Decision Reference DRN-5080094
22 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5080094 The complaint Mr O complains about HSBC UK Bank Plc (“HSBC”) for reporting a default to credit reference agencies about his credit card. He wants HSBC to remove the default from his credit record and to pay him compensation for his financial effects and his distress and inco... (3 pages)View decision -
Decision Reference DRN-4742304
22 Oct 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4742304 The complaint Mrs M complains that charges levied by Specialist Motor Finance Limited (“SMF”) following her return of a car that was rejected due to it not being of a satisfactory quality are unfair. What happened Mrs M was supplied with a car by SMF under a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-4939311
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4939311 The complaint Mr C is unhappy Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP scam). What happened The details of this case have been clearly set out by our Investigator. As such the facts are well-known to all involv... (3 pages)View decision -
Decision Reference DRN-4998890
22 Oct 2024 Charterhouse Claims Limited Not upheldClaims ManagementDRN-4998890 The complaint Mr H complains about Charterhouse Claims Limited (“CCL”) and the service they provided, alongside the fee they have charged, when pursuing a claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, I do... (4 pages)View decision -
Decision Reference DRN-4936995
22 Oct 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4936995 The complaint Ms G complains that Shop Direct Finance Company Limited (SDFCL) hasn’t refunded her for a phone she returned. What happened Ms G bought a phone in July 2023 using her SDFCL account. She returned the phone sealed and not touched but she wasn’t provided with a re... (2 pages)View decision -
Decision Reference DRN-5035192
22 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5035192 Complaint H, a limited company, complains that Wise Payments Limited didn’t pay a refund after it fell victim to a scam. H is represented by its director, Miss C. I’ve generally referred to Miss C throughout the text of this decision. Background In April 2023, Miss C was pla... (2 pages)View decision -
Decision Reference DRN-5096823
22 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5096823 The complaint Mr D has complained about the sale of a timeshare paid for using a loan provided by Shawbrook Bank Limited (“Shawbrook”). What happened In August 2019, Mr D purchased a timeshare membership (“the Timeshare”) from a timeshare provider (“the Supplier”). This purc... (6 pages)View decision -
Decision Reference DRN-4979956
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4979956 The complaint Mr G complains that Monzo Bank Ltd won’t refund the money he lost as the result of an Authorised Push Payment (‘APP’) scam. What happened The circumstances which led to this complaint are well known to both parties, so I won’t repeat them all here. But in summa... (4 pages)View decision -
Decision Reference DRN-4926025
22 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4926025 The complaint Miss D complains that Santander UK Plc didn’t refund transactions after she asked to make a chargeback and told it some payments to a merchant were unauthorised. What happened Miss D is an author. She wrote a book. She was then contacted by a publisher based in... (3 pages)View decision
