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 364422 results
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Decision Reference DRN-4868816
27 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4868816 The complaint Mr Z says Bank of Scotland PLC trading as Halifax (“Halifax”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary,... (2 pages)View decision -
Decision Reference DRN-4732061
27 Jun 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4732061 The complaint Mr R complains that when he closed Tesco Personal Finance PLC trading as Tesco Bank credit card he wasn’t told about an outstanding balance. Mr R says that Tesco Bank went on to apply a default to his credit file without his knowledge. What happened Mr R had a cr... (3 pages)View decision -
Decision Reference DRN-4842711
27 Jun 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4842711 The complaint Mr M and Miss R complain about Watford Insurance Company Europe Limited’s (Watford) handling of a claim made for storm damage under their Residential Property Owners policy. Reference to Watford includes its agents. What happened The background of this complaint i... (2 pages)View decision -
Decision Reference DRN-4868875
27 Jun 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-4868875 The complaint Mr S complains that Monzo Bank Ltd has lent to him irresponsibly. He says proper checks would have shown Monzo shouldn’t have lent to him and he’s seeking to have the loan written off without detriment to his credit file. What happened I set out a detailed backgro... (5 pages)View decision -
Decision Reference DRN-4876630
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4876630 The complaint A is a company, which has brought this complaint though its director, whom I’ll refer to as “Mr K”. A complains that HSBC UK Bank Plc blocked its account and that it has not returned all the money which was in it, even though the account has now been closed. What ... (3 pages)View decision -
Decision Reference DRN-4868798
27 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4868798 The complaint Mr Z complains Lloyds Bank PLC (“Lloyds”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr Z says his phone... (3 pages)View decision -
Decision Reference DRN-4703627
27 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4703627 The complaint Ms K complains Nationwide Building Society is asking her to pay a joint debt in full. What happened Ms K was the victim of domestic abuse. Ms K’s ex-partner left the home, but Ms K continued to get letters from Nationwide, addressed to her and her ex-partner askin... (3 pages)View decision -
Decision Reference DRN-4642744
27 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4642744 Complaint Mrs A was unhappy that Bank of Scotland plc (trading as Halifax) didn’t refund her after she told it she’d fallen victim to a scam. Background In early 2023, Mrs A wanted to make a travel booking for her and her family to go on a religious pilgrimage. She contacted a ... (3 pages)View decision -
Decision Reference DRN-4699534
27 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4699534 The complaint Mr C is unhappy with the service Wise Payments Limited provided after he was a victim of a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my dec... (3 pages)View decision -
Decision Reference DRN-4715132
27 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4715132 Complaint Miss T is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this case is well known to the parties so I don’t intend to set it out in full here. What follows is a brief summary of the key fac... (4 pages)View decision
