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 365917 results
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Decision Reference DRN-4987030
26 Sep 2024 Cater Allen Limited Not upheldBanking and PaymentsDRN-4987030 The complaint O, a limited company, complains that Cater Allen Limited declined its application for an account. What happened A director of O explains that he was a personal customer of Cater Allen. And was directed to its website by a member of staff to apply for an account... (2 pages)View decision -
Decision Reference DRN-4959321
26 Sep 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4959321 The complaint Mr H complains that HSBC UK Bank Plc acted unfairly by defaulting a loan account he held during the time he was making agreed token repayments on his loan. What happened Mr H took a loan from HSBC in April 2023 that he agreed to repay in 60 monthly instalments ... (3 pages)View decision -
Decision Reference DRN-5040635
26 Sep 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5040635 The complaint Mrs N complains about the way Shawbrook Bank Limited dealt with the transfer of her cash Individual Savings Account (ISA) to a building society. Mrs N’s husband, Mr N, has brought the complaint on her behalf. What happened Mrs N held a fixed rate cash ISA with ... (3 pages)View decision -
Decision Reference DRN-4927456
26 Sep 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4927456 The complaint H, a limited company, complains that Prepay Technologies Ltd offered it an incentive to switch its account but then said that it wasn’t eligible to do so. What happened H says that it arranged to transfer money into its account to qualify for a higher incentive... (2 pages)View decision -
Decision Reference DRN-4804166
26 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr H complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions he didn’t recognise. What happened Mr H reported to Barclays that two cash withdrawals had been made from an Automated Teller Machine (ATM) that he didn’t recognise. A total of £190 had been w... (3 pages)View decision -
Decision Reference DRN-4758028
26 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4758028 The complaint Mrs S complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of ... (4 pages)View decision -
Decision Reference DRN-4961903
26 Sep 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4961903 The complaint Mr V is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial Services (BMWFS) was not of a satisfactory quality. Mr V is represented in this complaint by Miss V. For ease of reading... (6 pages)View decision -
Decision Reference DRN-4697146
26 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4697146 The complaint Mr L complains Advantage Insurance Company Limited unfairly declined his motor insurance claim. Advantage’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Advantage’s own. For the same rea... (4 pages)View decision -
Decision Reference DRN-3328616
26 Sep 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-3328616 The complaint Mr P has complained, with the help of a professional third party, about the transfer of his Legal and General Assurance Society Limited (‘L&G’) deferred annuity to a small self- administered scheme (“SSAS”) in October 2014. Mr P’s SSAS was subsequently used... (16 pages)View decision -
Decision Reference DRN-5017515
26 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5017515 The complaint Mr B complains HSBC UK Bank Plc won’t refund transactions he didn’t authorise. What happened Between 24 October 2022 – 27 October 2022 transactions debited Mr B’s account with HSBC to a merchant which I’ll call “M”, totalling approximately £1,000. Mr B says h... (5 pages)View decision
