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 364862 results
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Decision Reference DRN-4652369
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4652369 The complaint Mr C complained because Barclays Bank UK PLC refused to refund him for a transaction he said he didn’t make. What happened On 16 June 2023, there was a £2,500 credit into Mr C’s Barclays account. He was expecting this, which he said a friend had sent him to buy an... (3 pages)View decision -
Decision Reference DRN-4446021
2 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4446021 The complaint Mr W complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both ... (5 pages)View decision -
Decision Reference DRN-4566285
2 Apr 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4566285 The complaint Mr and Mrs G complained that HSBC UK Bank Plc failed to process their remortgage application. They thought this happened because of technical problems with HSBC, and said they were paying a much higher interest rate because of this. What happened Whilst this compl... (3 pages)View decision -
Decision Reference DRN-4567031
2 Apr 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4567031 The complaint Mr H is unhappy with how AXA PPP Healthcare Limited have handled his claims on his private medical insurance policy. What happened Mr H required an operation, so in July 2022 he contacted AXA who underwrite his private medical insurance. AXA confirmed to Mr H they... (2 pages)View decision -
Decision Reference DRN-4326528
2 Apr 2024 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-4326528 The complaint A limited company, which I’ll refer to as J, complains that Hampshire Trust Bank Plc (“HTB”) unfairly changed the agreed terms of a commercial mortgage offer. J is represented by one of its directors, who I’ll call Mr P. What happened In mid 2022, J employed a bro... (4 pages)View decision -
Decision Reference DRN-4670540
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4670540 The complaint Miss H complained because Barclays Bank UK PLC refused to refund her for a cash machine withdrawal where she said the machine didn’t dispense the money. What happened On 16 June 2023, Miss H gave her partner her Barclays card and asked him to go and withdraw £500 ... (2 pages)View decision -
Decision Reference DRN-4594619
2 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4594619 Complaint Ms F complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In July 2019, MotoNovo provided Ms F with finance for a used car. The cash price... (3 pages)View decision -
Decision Reference DRN-4534819
2 Apr 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4534819 The complaint Mr B complains about a car he acquired with finance provided by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened In April 2023, Mr B entered into a regulated hire purchase agreement with MBFS in relation to a used car. The car was three years ol... (6 pages)View decision -
Decision Reference DRN-4715465
2 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4715465 The complaint Mr M is unhappy with several aspects of the service he’s received from Barclays Bank UK PLC, trading as Barclaycard, including that they closed his account without notice. What happened To briefly summarise: Mr M discovered that Barclaycard had closed his account ... (4 pages)View decision -
Decision Reference DRN-4511974
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4511974 The complaint Mr T complains that Barclays Bank UK PLC (Barclays) blocked his bank account and amended his contact details. Mr T is being represented by his daughter, Miss T, who has authority to act on his behalf. What happened Dating back to 2012, a lasting power of attorney ... (3 pages)View decision
