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 362715 results
-
Decision Reference DRN-4450308
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4450308 The complaint Mr H complains that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent him losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. In... (3 pages)View decision -
Decision Reference DRN-4520047
28 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4520047 The complaint Mr D, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2019 Mr D acquired a used car financed by a con... (3 pages)View decision -
Decision Reference DRN-4600589
28 Mar 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4600589 The complaint Mr W says HSBC UK Bank Plc (HSBC) were unreasonable to register a default on his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. W... (2 pages)View decision -
Decision Reference DRN-4714236
28 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4714236 The complaint Mr and Mrs M complains that HSBC UK Bank Plc didn’t do enough to protect them from the financial harm caused by an investment scam, or to help them recover the money once they’d reported the scam to it. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-4633862
28 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4633862 The complaint Miss D is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost when she fell victim to an advanced fee scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view of 2 November 2023... (5 pages)View decision -
Decision Reference DRN-4444438
28 Mar 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4444438 The complaint Mr M complains that Barclays have unfairly declined his requests to extend his interest-only mortgage, convert it to a capital repayment mortgage and take out further borrowing. What happened Mr M took out an interest-only mortgage with Standard Life which was lat... (5 pages)View decision -
Decision Reference DRN-4710636
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4710636 The complaint X is unhappy Barclays Bank UK PLC (“Barclays”) hasn’t reimbursed him after he transferred money to a fraudster as part of a purchase scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. How... (4 pages)View decision -
Decision Reference DRN-4709162
28 Mar 2024 Zurich Insurance Company Ltd Not upheldInsuranceDRN-4709162 The complaint Mrs M has complained that Zurich Insurance Company Ltd (‘Zurich’) has unfairly declined her claim. All reference to Zurich includes any agents acting on its behalf. What happened Mrs M had a travel insurance policy, underwritten by Zurich. She made a claim as her ... (2 pages)View decision -
Decision Reference DRN-4596494
28 Mar 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4596494 The complaint Ms G complains that Shawbrook Bank Limited (‘Shawbrook’) treated her unfairly and unreasonably when it rejected her claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened In November 2014 Ms G was on a holiday as part of her existing tim... (6 pages)View decision -
Decision Reference DRN-4708216
28 Mar 2024 AWP P&C S.A. Not upheldInsuranceDRN-4708216 The complaint Mr and Mrs M are unhappy with the way AWP P&C SA (‘AWP’) has settled their claim. All reference to AWP includes any agents acting on its behalf. What happened Mr and Mrs M have a travel insurance policy, underwritten by AWP. They made a claim for stolen items ... (2 pages)View decision
