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 370904 results
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Decision Reference DRN-4859707
1 Jul 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4859707 The complaint Mr C and Mrs C are unhappy that The Royal Bank of Scotland Plc (“RBS”) can’t locate items they stored with them for safekeeping. What happened Mr C and Mrs C raised a complaint with RBS because they were unhappy that RBS couldn’t locate a briefcase which they’d st... (2 pages)View decision -
Decision Reference DRN-4739059
1 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4739059 The complaint Miss S complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Miss S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has als... (4 pages)View decision -
Decision Reference DRN-4875036
1 Jul 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4875036 The complaint Mr A complains that Metro Bank PLC wrongfully accused him of fraudulent activity and unfairly restricted his account. What happened Metro restricted Mr A’s account on 8 February 2024, after three credits received in December 2020 were reported as fraudulent. Mr A ... (2 pages)View decision -
Decision Reference DRN-4794215
1 Jul 2024 Santander UK Plc UpheldMortgagesDRN-4794215 The complaint Mr and Mrs S complain that Santander UK Plc treated them unfairly when they asked for a term extension for their mortgage to lower their monthly payments. They say they struggled with their mortgage payments. Mr and Mrs S ask that Santander extends the mortgage te... (4 pages)View decision -
Decision Reference DRN-4321653
1 Jul 2024 IG Index Limited Not upheldInvestmentsDRN-4321653 The complaint Mr G has complained about problems he says he encountered with IG Index Limited’s trading platform in the course of operating his spread betting account. What happened In 2021 Mr G started using IG’s platform for trading. In December 2022 he discussed with IG some... (5 pages)View decision -
Decision Reference DRN-4857207
1 Jul 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4857207 The complaint Mr B complains that Vanquis Bank Limited irresponsibly provided him with credit. What happened Vanquis opened a credit card account for Mr B in January 2021 with a £1,000 credit limit. It increased the limit to £2,000 in June 2021. Mr B complained to Vanquis in Ma... (3 pages)View decision -
Decision Reference DRN-4857238
1 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4857238 The complaint Mr A complains that Starling Bank Limited unfairly lodged a marker against him with a fraud prevention service - CIFAS. What happened Mr A had a Starling account which received payments into it from different people, some of them were later reported as being part ... (4 pages)View decision -
Decision Reference DRN-4806980
1 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4806980 The complaint Mr and Mrs S complain about how Advantage Insurance Company Limited dealt with a claim against their motor insurance policy. Reference to Advantage includes its agents. What happened In summary, in May 2022, the convertible roof of Mr and Mrs S’ car was vandalised... (6 pages)View decision -
Decision Reference DRN-4883503
1 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4883503 The complaint Ms I complains about the interest and charges HSBC UK Bank Plc have applied to her overdraft account. She says these charges have caused her to get further into financial difficulty. What happened I previously issued my provisional decision on this case, setting o... (4 pages)View decision -
Decision Reference DRN-4832499
1 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4832499 The complaint Mr M complained that a payment he made to his NewDay Ltd (“NewDay”) credit card account went missing. What happened Mr M made a payment of £75 to NewDay on 22 March 2023, but the money never reached his NewDay credit card account. Mr M says that he contacted NewDa... (2 pages)View decision
