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-4629985
20 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4629985 The complaint Mr C is unhappy that Starling Bank Limited won’t reimburse him after he fell victim to a scam. What happened In June 2023, after falling victim to a phishing text, Mr C got a call claiming to be from Starling. He was told that, due to the phishing text, payments h... (4 pages)View decision -
Decision Reference DRN-4455181
20 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4455181 The complaint Mr C complains about the service he received from National Westminster Bank Plc following the winding-up of a trust. What happened Mr C’s father set up a trust in his will. There were two trustees including Mr C, and they were the sole beneficiaries of the trust. ... (3 pages)View decision -
Decision Reference DRN-4673761
20 Mar 2024 Accord Mortgages Limited UpheldMortgagesDRN-4673761 The complaint Ms D complains about the delays and mismanagement of her applications by Accord Mortgages Limited when she applied to remortgage her properties with that lender. What happened Ms D applied to Accord to remortgage three properties that I shall call SH, LB and WR. M... (4 pages)View decision -
Decision Reference DRN-4685330
20 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4685330 The complaint L complains about delays and poor service by HSBC UK Bank Plc when its accountant requested information to complete a professional audit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr ... (4 pages)View decision -
Decision Reference DRN-4689873
20 Mar 2024 CMC Spreadbet Plc UpheldInvestmentsDRN-4689873 The complaint Mr B complains that CMC Spreadbet Plc put pressure on him to be categorised as an elective professional client – this has exposed him to additional risks and has resulted in a considerable negative balance on his account. What happened Mr B has a spread betting a... (12 pages)View decision -
Decision Reference DRN-4696698
20 Mar 2024 Plus500UK Ltd Not upheldInvestmentsDRN-4696698 The complaint Mr W complains that he didn’t realise he had purchased a Contract for Difference (CFD) through Plus500UK Limited. Mr W says he thought he’d purchased the underlying shares. Having now lost all of his original investment, Mr W would like Plus500UK to refund the mon... (4 pages)View decision -
Decision Reference DRN-4627789
20 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4627789 The complaint Ms G complains that Nationwide Building Society didn’t credit her account with the correct amount following a cash deposit she made. What happened On 24 April 2023, Ms G attended a Nationwide branch to deposit cash. Ms G says she had £4,000 to pay into her account... (2 pages)View decision -
Decision Reference DRN-4635909
20 Mar 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4635909 The complaint Mr and Mrs G have complained that Inter Partner Assistance SA (‘IPA’) unfairly declined their claim for seat upgrades. What happened Mr and Mrs G had a travel insurance policy underwritten by IPA. They travelled abroad and whilst there, Mrs G had to attend hospita... (2 pages)View decision -
Decision Reference DRN-4689285
20 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4689285 The complaint Miss C complains that Barclays Bank UK PLC will not refund payments she says she did not authorise. What happened Miss C holds a current account with Barclays. On 3 August 2019 she says she went to use her debit card at a shop and realised it was missing. She says... (3 pages)View decision -
Decision Reference DRN-4627024
20 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4627024 The complaint Mr O, a sole trader, complains that Lloyds Bank PLC have unfairly put his Bounce Back Loan (“BBL”) into default as a result of the staff at one of their branches being unable to find him on their system. What happened Mr O took out a BBL in January 2021. Under the... (3 pages)View decision
