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 362716 results
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Decision Reference DRN-4702393
4 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4702393 The complaint Mr B complains Revolut Ltd refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr B says he noticed transactions on his Revolut account he didn’t recognise and contacted Revolut straight away to inform it that these wer... (2 pages)View decision -
Decision Reference DRN-4795053
4 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4795053 The complaint Mr V says Barclays Bank UK PLC (“Barclays”) transferred money out of his account without his permission. Mr V also says Barclays failed to respond to his calls and blocked access to his account. What happened Mr V says Barclays took money from his credit card acco... (2 pages)View decision -
Decision Reference DRN-4807803
4 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4807803 The complaint Ms A complains that HSBC Bank Plc blocked her account and then delayed the return of funds to it after the block was lifted. What happened In May 2023 Ms A received a payment of £3,000 to one of her accounts with HSBC. She transferred £2,000 of that payment to her... (3 pages)View decision -
Decision Reference DRN-4818228
4 Jun 2024 Northern Bank Limited UpheldMortgagesDRN-4818228 The complaint Mr A’s complaint is about his mortgage account with Northern Bank Limited trading as Danske Bank. Mr A says that when he was given a quote for a product switch onto a new five-year fixed interest rate product in September 2023 he was quoted a monthly repayment fig... (6 pages)View decision -
Decision Reference DRN-4712473
4 Jun 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4712473 The complaint Mr C has complained about the market value settlement Admiral Insurance (Gibraltar) Limited paid him when he made a claim under his car insurance policy. What happened Mr C’s car was stolen and later recovered, but damaged beyond economical repair. Admiral said it... (2 pages)View decision -
Decision Reference DRN-4804691
4 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4804691 The complaint Miss M and Mrs W say TSB Bank PLC (“TSB”) incorrectly debited undisputed transactions from their accounts which caused the accounts to go overdrawn. What happened Miss M and Mrs W say they complained to TSB about some unauthorised transactions on their joint accou... (2 pages)View decision -
Decision Reference DRN-4607775
4 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4607775 The complaint Mrs R complains that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) was of an unsatisfactory quality. What happened In October 2022, Mrs R was supplied with a new car through a hire purchase agreement with ... (4 pages)View decision -
Decision Reference DRN-4641291
4 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4641291 The complaint Miss B, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2019, Miss B acquired a used car financed by way of a hire... (3 pages)View decision -
Decision Reference DRN-4641269
4 Jun 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4641269 The complaint Mr C complains that HSBC UK Bank Plc trading as first direct (“fd”) told him he could change to a better mortgage interest rate, if one was available before he completed his mortgage. But then when he asked to do this, it said that wasn’t possible after all. What ... (3 pages)View decision -
Decision Reference DRN-4756022
4 Jun 2024 Cumberland Building Society Not upheldBanking and PaymentsDRN-4756022 The complaint Ms H complains Cumberland Building Society (“CBS”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened Ms H says she gave her carer permission to use her CBS debit card to buy her essential things as she is housebound... (2 pages)View decision
