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 360982 results
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Decision Reference DRN-4617786
3 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4617786 The complaint Mr H is unhappy that Bank of Scotland plc, trading as Intelligent Finance (“IF”), have decided to close his current account. What happened Mr H has an offset mortgage with IF, which he offsets against the balance he maintains in his IF current account. In October ... (2 pages)View decision -
Decision Reference DRN-4781242
3 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4781242 The complaint Mr B complains that Aviva Insurance Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a premium-brand car maker and first registered in 2011. Mr B acquired the car in mid-Apr... (6 pages)View decision -
Decision Reference DRN-4749602
3 May 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4749602 The complaint Mrs P complains about the service provided by Interactive Investor Services Limited, referred to as “Interactive”. In summary, she’s unhappy that the shares in question weren’t transferred to a new ISA manager in line with her instructions. She’s unhappy that the ... (6 pages)View decision -
Decision Reference DRN-4440972
3 May 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4440972 The complaint Mr S complains that The Royal Bank of Scotland Plc (RBS) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-4780704
3 May 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4780704 The complaint Miss C complains that MBNA Limited (‘MBNA’) irresponsibly gave her two credit card accounts that she couldn’t afford. What happened The first card was taken out in June 2011 with an initial credit limit of £2,800 and had four credit limit increases. The second car... (2 pages)View decision -
Decision Reference DRN-4615674
3 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4615674 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard declined a transaction he wanted to make. What happened In January 2024, Mr B wanted to make a payment at a supermarket using his Barclaycard but the payment was declined. He contacted Barclays about ... (2 pages)View decision -
Decision Reference DRN-4531458
3 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4531458 The complaint Ms S complains about how HSBC UK Bank Plc dealt with her chargeback dispute about her non-refundable flights to the wrong holiday destination. What happened In February 2023 Ms S bought airline tickets to a holiday destination for herself and her partner. She paid... (2 pages)View decision -
Decision Reference DRN-4723232
3 May 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4723232 The complaint Mrs C has complained that Tesco Personal Finance PLC, trading as Tesco Bank (“Tesco”), unfairly turned down a claim she made under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened Mrs C and her husband were already members of a timeshare club and were u... (4 pages)View decision -
Decision Reference DRN-4437282
3 May 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-4437282 The complaint Mr S complains that Bank of Ireland (UK) Plc has not credited his account with a cheque. What happened In July 2023, Mr S went to his local Post Office to deposit £700 in cash and a £700 cheque into his Bank of Ireland business account which he holds as a sole tra... (2 pages)View decision -
Decision Reference DRN-4709358
3 May 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-4709358 The complaint Mr I is unhappy that Hargreaves Lansdown Asset Management Ltd (HLAM) didn’t answer his telephone calls, causing him to incur costs by visiting their office in person that they are unwilling to reimburse. What happened Mr I has a self-invested personal pension (SIP... (3 pages)View decision
