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 386169 results
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Decision Reference DRN-5386382
2 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5386382 The complaint Mr D complains that HSBC UK Bank Plc closed his credit card account and passed his account to a debt collection agency. What happened Mr D holds a credit card account with HSBC. The account fell into arrears. In February 2024 HSBC agreed breathing space from 1 ... (3 pages)View decision -
Decision Reference DRN-5452884
2 Apr 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5452884 The complaint Mr S complains that Sainsbury’s Bank Plc won’t refund a payment he made using his credit card in connection with the hire of a car. What happened In August 2023 Mr S booked a rental car for use while he was on holiday. He paid in advance for the rental and for ... (3 pages)View decision -
Decision Reference DRN-5169945
2 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5169945 The complaint Mr L complains that he received an email from Revolut Ltd which he says led him to believe Revolut were closing his account. Mr L says this caused him upset. What happened Mr L has an account with Revolut. On 30 August 2024, Mr L received an email from Revolu... (2 pages)View decision -
Decision Reference DRN-4998965
2 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4998965 The complaint Mr C complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. Mr C brings his complaint with the assistance of representation, but for readability, in what follows I will refer solely to Mr ... (8 pages)View decision -
Decision Reference DRN-5195214
2 Apr 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5195214 The complaint The members of Mill Road Group SIPP complain that Westerby Trustee Services Limited acted on fraudulent payment instructions. Some funds were returned by the receiving bank, but the SIPP members have still suffered a considerable financial loss. The complaint ... (10 pages)View decision -
Decision Reference DRN-5329061
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5329061 The complaint Mrs C complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’)_ rejected her claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’). Mrs C made the purchase along with her husband. But as the payment was made using her credit card, ... (4 pages)View decision -
Decision Reference DRN-5452362
2 Apr 2025 Sesame Limited UpheldMortgagesDRN-5452362 The complaint Ms E and Mr V complain that an appointed representative of Sesame Limited made an error with a product switch for their mortgage. As a result they went onto their lender’s standard variable rate (SVR) and paid a product fee when they re-mortgaged elsewhere. Wha... (4 pages)View decision -
Decision Reference DRN-5336427
2 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5336427 The complaint Mr and Mrs K complain that Bank of Scotland plc trading as Halifax treated them unfairly when their mortgage was in arrears. Mr K has dealt with the complaint. Mr K asked for a scheduled court hearing to be delayed for at least a month to allow him time to make... (4 pages)View decision -
Decision Reference DRN-5438297
2 Apr 2025 Barclays Bank UK PLC UpheldInsuranceDRN-5438297 The complaint Mr S and Mrs G are unhappy that they relied on incorrect information given to Mr S by Barclays Bank UK Plc to cancel and reinstate a ‘travel pack’ which included travel insurance, they both benefitted from. What happened The details of this complaint are well ... (3 pages)View decision -
Decision Reference DRN-5272246
2 Apr 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5272246 The complaint Miss D and Mr M have complained that Red Sands Insurance Company (Europe) Limited avoided an insurance policy (so cancelled it as if it had never existed), declined a claim Mr M made on the policy and retained the premium. They are being represented in making ... (3 pages)View decision
