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-4676036
26 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4676036 The complaint Mr D complains that Nationwide Building Society did not give him accurate information about his mortgage. What happened In 1999, Mr D took out an interest only mortgage with Derbyshire Building Society, which is now part of Nationwide. Mr D has kept a nominal bala... (2 pages)View decision -
Decision Reference DRN-4536538
26 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4536538 The complaint Ms K complains that HSBC UK Bank Plc gave her misleading information causing her to lose money when her money was exchanged for local currency in the course of an international transfer. What happened In September 2023 Ms K wanted to transfer money to her bank acc... (3 pages)View decision -
Decision Reference DRN-4566459
26 Mar 2024 Euroins AD UpheldInsuranceDRN-4566459 The complaint Mr and Mrs R are unhappy with how Euroins AD handled a claim on their travel insurance policy. Reference to Euroins includes any of their agents. What happened On 15 March 2022, Mr and Mrs R took out a single trip travel insurance policy which covered them between... (3 pages)View decision -
Decision Reference DRN-4456759
26 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4456759 The complaint Mr C is unhappy that Revolut Ltd has decided not to refund him after he was the victim of an authorised push payment (“APP”) scam. What happened The background to this complaint is well-known to all parties and so I will not repeat this in detail here. In summary,... (3 pages)View decision -
Decision Reference DRN-4653069
26 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4653069 The complaint Mr and Mrs S complain that they were mis-sold two commercial mortgages by Barclays Bank UK PLC (Barclays) What happened The background to this complaint is well known to the parties, so I won’t repeat it in detail. Briefly: Mr and Mrs S are in partnership. Togeth... (4 pages)View decision -
Decision Reference DRN-4665112
26 Mar 2024 Sterling ISA Managers Limited UpheldInvestmentsDRN-4665112 The complaint Mr and Mrs A complain about Sterling ISA Managers Limited trading as Advance by Embark, referred to as “Embark”, or “the transferor”. In summary, they’re unhappy about the delay in transferring their holdings from Embark to a third-party provider referred to as “t... (5 pages)View decision -
Decision Reference DRN-4614969
26 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4614969 The complaint Mr N complains that TSB Bank plc provided him with poor customer service. What happened Mr N has an account with TSB where he could earn a £5 reward if certain criteria was met. On 10 July 2023, Mr N contacted TSB via their application (app) chat feature had not b... (3 pages)View decision -
Decision Reference DRN-4541156
26 Mar 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4541156 The complaint Ms H and Mr S complain that Shawbrook Bank Limited (‘Shawbrook’) treated them unfairly and unreasonably when it rejected their claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened Ms H and Mr S were existing customers of a timeshare pr... (5 pages)View decision -
Decision Reference DRN-4384020
26 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4384020 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4273707
26 Mar 2024 Sesame Limited Not upheldInvestmentsDRN-4273707 The complaint Mr and Mrs D complain that the investment advice they received from Sesame Limited in 2000 was unsuitable for them. Mr and Mrs D’s representative has brought the complaint on their behalf. What happened Mr and Mrs D’s complaint is about the investments recommended... (3 pages)View decision
