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 364766 results
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Decision Reference DRN-4430875
9 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4430875 The complaint Mr H complains Monzo Bank Ltd failed to refund him for his cash not dispensed dispute he raised in March 2023. What happened Mr H says he visited his local ATM on 4 March 2023 and attempted to withdraw £400 from his Monzo account. Mr H says the money was not dispe... (2 pages)View decision -
Decision Reference DRN-4523144
9 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4523144 The complaint Mr L is unhappy Lloyds Bank PLC granted him an overdraft, and then closed his current account before he could come to an arrangement to repay the overdraft. What happened From the information I have, Mr L took out an overdraft for £1,000 on 10 June 2021. Mr L says... (2 pages)View decision -
Decision Reference DRN-4717407
9 Apr 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4717407 The complaint Miss H, who is represented by a third party, says Shop Direct Finance Company Limited (“Shop Direct”), trading as Very, irresponsibly lent to her. What happened Miss H opened a shopping account with Shop Direct in January 2011. Her account limit was initially £750... (3 pages)View decision -
Decision Reference DRN-4570008
9 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4570008 The complaint Mr P complains American Express Services Europe Limited (AmEx) took a payment for his credit card when he’d already repaid the balance. He was also unhappy with the service when he tried to get the money back. What happened On 24 September 2023 Mr P’s statement wa... (3 pages)View decision -
Decision Reference DRN-4551204
9 Apr 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4551204 The complaint Mr W complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) have unfairly turned down a personal loan application. What happened On 17 September 2023 Mr W applied for an interest free loan with BPF to purchase a phone. The applic... (2 pages)View decision -
Decision Reference DRN-4555480
9 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4555480 The complaint Ms A complained because HSBC UK Bank plc, trading as first direct, refused to refund her for a £30 cash machine withdrawal. She said the machine had dispensed her money, but then taken it back before she could pick it up. What happened On 2 November 2023, Ms A use... (3 pages)View decision -
Decision Reference DRN-4676075
9 Apr 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4676075 The complaint Mrs C complains that St James’s Place UK plc (“SJP”) caused delays when she claimed her late husband’s pension and she’s suffered loss as a result. What happened Mrs C’s husband passed away in 2022. He had a pension drawdown account with SJP and he’d been making a... (6 pages)View decision -
Decision Reference DRN-4560879
9 Apr 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4560879 The complaint Mr W complains Creation Consumer Finance Ltd trading as Creation.Co.Uk have reported negative information on his credit file for his personal loan incorrectly. What happened In December 2021 Mr W took out a loan for around £2,400 to be repaid in monthly instalment... (3 pages)View decision -
Decision Reference DRN-4617945
9 Apr 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4617945 The complaint The estate of Mr S complains about the way Astrenska Insurance Limited handled a medical assistance claim Mr S’ family made on a travel insurance policy. Mr S’ estate is represented by Miss S and Mr B. All references to Astrenska include the actions of the agents ... (4 pages)View decision -
Decision Reference DRN-4717619
9 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4717619 The complaint Mr R complains Barclays Bank UK PLC trading as Barclaycard have prevented his secondary credit card holder from earning points when shopping online. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copi... (3 pages)View decision
