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 370903 results
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Decision Reference DRN-4766087
23 Jul 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4766087 The complaint X says he wasn’t told he’d have to pay interest on a purchase he made using a Buy Now Pay Later (BNPL) account provided by Creation Consumer Finance Ltd (“Creation”). What happened In September 2022 X bought goods and funded them through a BNPL account with Cre... (2 pages)View decision -
Decision Reference DRN-4873023
22 Jul 2024 Precise Mortgage Solutions Limited Not upheldMortgagesDRN-4873023 The complaint Mr and Mrs B’s complaint is about advice they received from Precise Mortgage Solutions Limited (PMS). They say they were incorrectly advised to apply for a two-year fixed rate mortgage and believe that had they been given alternative mortgage products to choose... (3 pages)View decision -
Decision Reference DRN-4909460
22 Jul 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4909460 The complaint Mr F is unhappy with the way in which The Royal London Mutual Insurance Society Limited handled a critical illness claim made on his business assurance plan (‘the policy’). What happened Early in 2023, Mr F made a critical illness claim on the policy in respec... (3 pages)View decision -
Decision Reference DRN-4893657
22 Jul 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4893657 The complaint Mr R complains that a refund made by American Express Services Europe Limited (AESEL) wasn’t visible to him in the app because it appeared against the date of the original transaction rather than the date it was processed. What happened Mr R holds a Platinum Ca... (3 pages)View decision -
Decision Reference DRN-4922267
22 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4922267 The complaint Mr L complains about how HSBC UK Bank Plc treated a chargeback claim he made, after he used his credit card to buy a used car. What happened In September 2022, Mr L bought a used car from a dealer. To pay for the car, Mr L used his HSBC credit card. Around a mo... (6 pages)View decision -
Decision Reference DRN-4537303
22 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4537303 The complaint Ms D has complained that Bank of Scotland plc closed her credit card account without warning. What happened Ms D’s credit card account with Bank of Scotland was closed. She’s explained that she wasn’t made aware that this was going to happen, and when she raise... (2 pages)View decision -
Decision Reference DRN-4897883
22 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4897883 The complaint Mr F complains National Westminster Bank Plc (“NatWest”) closed his accounts without explanation. Mr F says as a result he unfairly lost out on realising the financial benefits of his Help-to-Buy (“H2B”) ISA. Mr F says NatWest’s actions have caused him financia... (3 pages)View decision -
Decision Reference DRN-4921678
22 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4921678 The complaint Mr E complains about Barclays Bank UK PLC’s response to a dispute he raised about a payment he made with his debit card. What happened In January 2022 Mr E signed up to a friendship app with a company I’ll call T. He paid around £100 with his Barclays debit car... (2 pages)View decision -
Decision Reference DRN-4828471
22 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4828471 The complaint Miss S complains that Monzo Bank Ltd won’t reimburse her after she fell victim to a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. But to summarise, Miss S has explained that in around Sep... (4 pages)View decision -
Decision Reference DRN-4601026
22 Jul 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4601026 The complaint C complain Zempler Bank Limited, trading as Cashplus Bank (“Cashplus”), blocked and closed their account without notice nor explanation. C also complain Cashplus didn’t make it clear what it needed to release the funds to C causing undue delay and financial los... (3 pages)View decision
