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 362195 results
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Decision Reference DRN-4537263
21 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4537263 The complaint A limited company, C, says that it made payments to HSBC UK Bank Plc accounts as the result of a scam. It complains that HSBC didn’t do enough to prevent the loss it suffered. Mr A (a director) brings the complaint on C’s behalf and has used a representative when ... (4 pages)View decision -
Decision Reference DRN-4634902
21 Mar 2024 Santander UK Plc UpheldConsumer CreditDRN-4634902 The complaint Mrs E complains Santander UK Plc haven’t applied a payment of £205.54 she says she made towards her personal loan. What happened Between 17 June and 27 July 2022 Mrs E’s account was blocked for certain payments, including direct debits coming out of her account in... (3 pages)View decision -
Decision Reference DRN-4546945
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4546945 The complaint Mr E complains American Express Services Europe Limited (AmEx): Allowed a significant amount of gambling transactions on his Platinum card and won’t write the remaining debt off Won’t write off the debt on what I’ll refer to as his Other card in recognition of t... (4 pages)View decision -
Decision Reference DRN-4696750
20 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4696750 The complaint T, a business, complains about a claim it made on its U K Insurance Limited (‘UKI’) legal expenses insurance policy. T says UKI declined its claim unfairly. All references to UKI in this complaint include their claims handlers. T is represented in this complaint, ... (3 pages)View decision -
Decision Reference DRN-4530367
20 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4530367 The complaint Mr P complains that he wasn’t able to make a payment to his credit card with HSBC UK Bank Plc via the app or via telephone banking. He’s also unhappy about the customer service he received when he complained. What happened Mr P holds a credit card with HSBC. In Oc... (2 pages)View decision -
Decision Reference DRN-4435183
20 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4435183 The complaint Mr V complains Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance unfairly defaulted his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus... (2 pages)View decision -
Decision Reference DRN-4694941
20 Mar 2024 J M Finn & Co Ltd UpheldPensions and AnnuitiesDRN-4694941 The complaint Mr H says J M Finn & Co Ltd (trading as JM Finn) wrongly left his Self-Invested Personal Pension (‘SIPP’) unmanaged during transfer (of the SIPP) to a new firm. JM Finn disputes the complaint. It mainly says Mr H’s transfer instructions amounted to termination... (7 pages)View decision -
Decision Reference DRN-4697297
20 Mar 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4697297 The complaint Mr N and Mrs T complain about the sale of a timeshare. They say that Vacation Finance Limited (who I’ll call Vacation Finance) financed the purchase and that they therefore have claims against it. Mr N and Mrs T have brought their complaint through a representativ... (4 pages)View decision -
Decision Reference DRN-4673408
20 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4673408 The complaint Mrs B complains about issues she’s experienced with her John Lewis credit card which is administered by NewDay Ltd. What happened Mrs B held a John Lewis credit card account. She’s unhappy because she returned from a cruise to find that she’d received several lett... (3 pages)View decision -
Decision Reference DRN-4633043
20 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4633043 The complaint Mr B complains that Barclays Bank UK PLC failed to pursue his chargeback in relation to his purchase of a hotel booking. What happened In June 2023 Mr B booked a hotel online and paid £1,005.71 to the booking agent (“the merchant”) with his Barclays debit card. Th... (2 pages)View decision
