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-5062121
4 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5062121 The complaint Mr M is unhappy with how HSBC UK Bank Plc staff treated him during a branch visit. What happened Mr M visited a HSBC branch to withdraw cash over the counter as he was unable to use his debit card because he was waiting for a replacement debit card to be delive... (3 pages)View decision -
Decision Reference DRN-5062332
4 Oct 2024 Legal & General Home Finance Limited UpheldMortgagesDRN-5062332 The complaint Mr and Mrs C complain they were led to believe they would get a lower rate than they were able to obtain on the lifetime mortgage they applied for with Legal & General Home Finance Limited (L&G). They want L&G to honour the lower rate. What happened... (3 pages)View decision -
Decision Reference DRN-4891800
4 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4891800 The complaint Mrs U complains Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs U has an account with Virgin Money and has been a customer for over 10 years. She also has an account with an elect... (2 pages)View decision -
Decision Reference DRN-4891799
4 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4891799 The complaint Mrs U complains Wise Payments Limited didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs U has an account with Wise Payments Limited which she opened in April 2023. She has an account elsewhere too – with a business who I’ll r... (3 pages)View decision -
Decision Reference DRN-5040688
4 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5040688 The complaint Ms C complained about the service she received from HSBC UK Bank Plc (‘HSBC’) in connection with a failed international money transfer. What happened On 8 July 2024, Ms C placed instructions via Online Banking to transfer a three-figure amount in a foreign cur... (3 pages)View decision -
Decision Reference DRN-4970317
4 Oct 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4970317 The complaint Mr L complains Nvayo Limited (“Nvayo”) hasn’t returned money he deposited into his account. Mr L wants his money released. What happened M L has an account with Nvayo. On 8 August 2023 the regulator, The Financial Conduct Authority (FCA) placed limitations on... (4 pages)View decision -
Decision Reference DRN-4892001
4 Oct 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4892001 The complaint Mr N complains that Scottish Widows Limited (SW) placed his ad hoc pension contributions into a control account instead of investing it into his pension. He thinks he’s missed potential investment growth, leading to a financial loss. What happened Mr N is a con... (5 pages)View decision -
Decision Reference DRN-5062231
4 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5062231 The complaint Mr O is complaining about Vanquis Bank Limited because he says it lent irresponsibly by providing him with a credit card he couldn’t afford and then going on to increase the credit limit. What happened In December 2017, Mr O opened a credit card account with Va... (4 pages)View decision -
Decision Reference DRN-5020498
4 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5020498 The complaint Miss T is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Miss T is being represented by a claims management company but for ease of reading I’ll only refer to Miss T in my decision. What happened The detailed background to thi... (10 pages)View decision -
Decision Reference DRN-5062175
4 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5062175 The complaint Mrs H has complained about the way her insurer, Liverpool Victoria Insurance Company Limited trading as Britannia Rescue (‘LV’) dealt with a claim she made on her breakdown policy. LV is the underwriter of this policy i.e. the insurer. During the claim Mrs H a... (8 pages)View decision
