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 362716 results
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Decision Reference DRN-4637849
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4637849 The complaint Miss R and Mr R complain that Nationwide Building Society didn’t reimburse them after they fell victim to a fraud. As Miss R is the principal complainant here, for ease I will refer to her throughout my decision. What happened As both parties are familiar with the... (5 pages)View decision -
Decision Reference DRN-4668745
7 Mar 2024 HDI Global Specialty SE UpheldInsuranceDRN-4668745 The complaint Mrs M’s complaint is about a claim she made on her HDI Global Specialty SE (‘HDI’) pet insurance policy, which HDI declined to cover. Mrs M says HDI treated her unfairly and wants them to cover her claim. She’s also unhappy with the delays HDI caused in dealing wi... (3 pages)View decision -
Decision Reference DRN-4416587
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4416587 The complaint Mr C complains that Nationwide Building Society won’t refund a payment he made using his credit card. What happened In February 2023, Mr C paid for a one night stay at a hotel. He paid £734.93 for the stay using his Nationwide credit card. In March 2023, Mr C appr... (3 pages)View decision -
Decision Reference DRN-4621347
7 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4621347 The complaint Mr B and Ms F are unhappy that HSBC UK Bank Plc won’t reimburse them for the money they lost when they fell victim to a scam. What happened Mr B and Ms F fell victim to a safe account scam. After their details were compromised via a phishing text, they were contac... (4 pages)View decision -
Decision Reference DRN-4623098
7 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4623098 The complaint Mr B is unhappy that Starling Bank Limited won’t reimburse him after he fell victim to a scam. What happened In June 2023, Mr B received a text message claiming to be from Starling, this message asked him to confirm if he had attempted to make a payment to an onli... (4 pages)View decision -
Decision Reference DRN-4668047
7 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4668047 The complaint Mr K complains that Santander UK Plc failed to credit him with the correct amount of interest on his savings account. What happened In early September 2023, Mr K opened a savings account with Santander. He opted to have interest paid on a monthly basis. The intere... (2 pages)View decision -
Decision Reference DRN-4502774
7 Mar 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4502774 The complaint Ms C complains that Bank of Ireland (UK) Plc (“BOI”) didn’t notify her that her AA Personal Loan account had defaulted. What happened Ms C held a personal loan with BOI. In 2022 the account fell into arrears. BOI sent regulatory letters to Ms C about the arrears w... (3 pages)View decision -
Decision Reference DRN-4615154
7 Mar 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4615154 The complaint Mr K complains that Harvey & Thompson Limited (H&T) was irresponsible in its lending to him. Mr K is represented by a third party but for ease of reference I have referred to Mr K throughout this decision. What happened Mr K was provided with three loans b... (3 pages)View decision -
Decision Reference DRN-4630637
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4630637 The complaint Mr H complains about Monzo Bank Ltd. He says that he has been the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened In September 2023, Mr H applied for a service via a website requesting the service of a woman. He... (2 pages)View decision -
Decision Reference DRN-4545085
7 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4545085 The complaint Mr W complains that TSB Bank plc have unreasonably declined to refund him for direct debit payments he says he didn’t make. He’d like the funds returned to him. What happened Mr W held a current account with TSB. In June 2023, he contacted them to say he’d seen a ... (2 pages)View decision
