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 362196 results
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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 -
Decision Reference DRN-4617250
20 Mar 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4617250 The complaint Miss N complains Shop Direct Finance Company Limited unfairly defaulted her 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 on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-4385058
20 Mar 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4385058 The complaint Mr W complains that Bank of Scotland plc (‘BoS’) mis-sold him an investment ISA – he states that the investment fund carried a higher level of risk than he was willing to take. Mr W’s complaint has been brought by a third party however for the sake of clarity I wi... (4 pages)View decision -
Decision Reference DRN-4246521
20 Mar 2024 HSBC UK Bank Plc UpheldInvestmentsDRN-4246521 The complaint Mr P complains that HSBC Bank Plc trading as First Direct (‘First Direct’) has been displaying incorrect book costs for some of his investments. He wants First Direct to correct the book costs. What happened Mr P has a stocks and shares ISA and a general share dea... (6 pages)View decision -
Decision Reference DRN-4367666
20 Mar 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4367666 The complaint A representative of the estate of the late Mrs G complains that Aviva Life & Pensions UK Limited (Aviva) did not advise her correctly in relation to the documentation required when paying the death benefits from Mrs G’s investment bond and her representative h... (3 pages)View decision -
Decision Reference DRN-4695248
20 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4695248 The complaint Mr Y complains that American Express Services Europe Limited didn’t provide him with the service it should have after he raised a dispute about flights he paid for using his AMEX credit card. What happened Mr Y bought tickets for himself and his husband using his ... (4 pages)View decision -
Decision Reference DRN-4662008
20 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4662008 The complaint Miss T complains about TSB Bank plc’s system errors preventing her from making online purchases. What happened Prior to November 2023, Miss T had an issue where she didn’t receive a One Time Passcode (OTP) due to a TSB technical issue. Miss T complained about this... (2 pages)View decision -
Decision Reference DRN-4657806
20 Mar 2024 RAC Motoring Services Not upheldInsuranceDRN-4657806 The complaint Mr M has complained RAC Motoring Services failed to honour its renewal terms when he renewed his Roadside Assistance policy. What happened Mr M said he has been a member of RAC since 2018. His roadside assistance policy was due for renewal on 10 August 2022, and h... (2 pages)View decision -
Decision Reference DRN-4633649
20 Mar 2024 ST&R Limited Not upheldInsuranceDRN-4633649 The complaint Ms and Mr P have complained – on behalf of their late mother, Mrs P’s estate – that ST&R Limited submitted a life policy application they shouldn’t have, because they told Mrs P she wouldn’t get cover. However, Mrs P was offered cover so cancelled a previous ... (3 pages)View decision -
Decision Reference DRN-4697436
20 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4697436 The complaint Mrs S complains about Nationwide Building Society’s ATM not working and her son then being asked to provide identity documents for a cash withdrawal. What happened I issued a provisional decision on 12 February 2024, and this is what I said: I’ve considered the re... (4 pages)View decision
