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 365360 results
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Decision Reference DRN-4711718
9 Apr 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4711718 The complaint Mr M is unhappy that Creation Consumer Finance Limited applied fees to a running credit account he had with them, and that they allowed him to place orders for additional items, despite him asking them not to do this. What happened On 10 August 2022 Mr M successfu... (3 pages)View decision -
Decision Reference DRN-4724735
9 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4724735 The complaint Miss M complains that Barclays Bank UK PLC sent her annual mortgage statement to her employer’s address. What happened Miss M has a mortgage with Barclays. The business Miss M works for updated its address with Barclaycard. Miss M had a company Barclaycard. The ch... (3 pages)View decision -
Decision Reference DRN-4572231
9 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4572231 The complaint Mrs K complains that HSBC UK Bank Plc unreasonably blocked her accounts without explanation. She’d like to be adequately compensated for this. What happened The background to this complaint is well known to both parties, so I will cover it only briefly here. Mrs K... (3 pages)View decision -
Decision Reference DRN-4729744
9 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4729744 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he fell victim to a scam. What happened Mr A is represented in this case but for ease I’ll refer to Mr A throughout this decision. Mr A says that he was unable to work and was looking... (3 pages)View decision -
Decision Reference DRN-4465291
9 Apr 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4465291 The complaint Mr H and Ms H complain about the lack of transparency in The Mortgage Works (UK) Plc (“TMW”) mortgage process and want the survey fee they paid refunded. What happened Mr H and Ms H are the owners of houses in multiple occupation (“HMOs”) and applied for a remortg... (2 pages)View decision -
Decision Reference DRN-4729692
9 Apr 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4729692 The complaint Mrs J is unhappy with the way AA Underwriting Insurance Company Limited (‘AA’) handled a claim made on her contents insurance policy (‘the policy’) after a fire at her home. That includes only paying part of the costs claimed for certain items. What happened The d... (5 pages)View decision -
Decision Reference DRN-4696732
9 Apr 2024 Octopus Investments Limited UpheldInvestmentsDRN-4696732 The complaint Mr and Mrs G complain that Octopus Investments Limited (“Octopus”) didn’t tell them it couldn’t accept partial transfer instructions from their ISA accounts to a new provider. They say, if they’d known, they would have given instructions for full transfers. This w... (6 pages)View decision -
Decision Reference DRN-4396746
9 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4396746 The complaint Mrs H complains that National Westminster Bank Plc (“NatWest”) won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well-known to both parties and has also been previously set out by the... (3 pages)View decision -
Decision Reference DRN-4704779
9 Apr 2024 MBNA Limited UpheldBanking and PaymentsDRN-4704779 The complaint Mrs G complains MBNA Limited unfairly defaulted her account. What happened Mrs G held a credit card with MBNA and thought it had been paid off as part of a debt reconsolidation. Mrs G then saw a direct debit leaving her account, to pay MBNA. Mrs G spoke to MBNA, b... (4 pages)View decision -
Decision Reference DRN-4457469
9 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4457469 The complaint Mrs H complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The details of this complaint are well-known to both parties and have also been previously set out by the investigator. So, I’ll provide an overv... (3 pages)View decision
