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 380824 results
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Decision Reference DRN-5052086
23 Oct 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5052086 The complaint Mr Y complains a Direct Debit to a third party did not transfer across to his new account with The Co-operative Bank Plc (Co-op) when he switched banks. What happened Mr Y explained he switched banks to Co-op in early 2024 to take advantage of a cash incentive ... (3 pages)View decision -
Decision Reference DRN-5036286
23 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5036286 The complaint Mr C and Mr C are unhappy that Barclays Bank UK PLC won’t refund them money they paid as a result of what they believed to be a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summa... (4 pages)View decision -
Decision Reference DRN-5004519
23 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5004519 The complaint Mr S complains that HSBC won’t refund the money he lost when he says he was the victim of a scam. What happened Mr S says that he received messages via a social networking site from a company I’ll refer to in this decision as D. He no longer has the messages, ... (4 pages)View decision -
Decision Reference DRN-4805030
23 Oct 2024 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-4805030 The complaint Mrs Y is unhappy with the way Somerset Bridge Insurance Service Limited, trading as Go Skippy Insurance (Go Skippy) handled the cancellation of her motor insurance policy and the refund she received. Mrs Y is being represented by a family member in this complai... (3 pages)View decision -
Decision Reference DRN-5024767
23 Oct 2024 Black Horse Limited Not upheldConsumer CreditDRN-5024767 The complaint Mrs B complains about the quality of the car supplied to her by Black Horse Limited (“Black Horse”) under a hire purchase agreement (“agreement”). Mrs B is supported by a representative in bringing this complaint, but for ease I’ll refer to any actions or submi... (3 pages)View decision -
Decision Reference DRN-5101797
23 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5101797 The complaint Miss X has complained that HSBC UK Bank Plc registered a fraud marker against her, regarding transactions she says she didn’t make or otherwise authorise. What happened In spring 2020, Miss X’s account was used to receive and send on funds which were later foun... (3 pages)View decision -
Decision Reference DRN-5010114
23 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5010114 The complaint Miss A complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim under her home insurance policy for damage to contents following an escape of water at her property. Admiral use agents to administer the policy and to assess claims.... (4 pages)View decision -
Decision Reference DRN-4620888
23 Oct 2024 Erudio Student Loans Limited Not upheldConsumer CreditDRN-4620888 The complaint Miss B has complained about a number of issues regarding her loan with Erudio Student Loans Limited. Specifically: she’s unhappy about the process of transferring her loan to another provider, and would like her account to be deferred; Erudio was rude and u... (3 pages)View decision -
Decision Reference DRN-5096862
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5096862 The complaint Ms L complained because Revolut Ltd refused to refund her for transactions which she said she didn’t make. What happened At around 6am on 25 March 2024, Ms L logged into her Revolut app on her phone, to see what the current exchange rate was. She normally used... (8 pages)View decision -
Decision Reference DRN-4937095
23 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4937095 The complaint Miss C complains that Santander UK Plc failed to reimburse her funds lost after she was victim of an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Miss C was introduced... (4 pages)View decision
