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 370902 results
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Decision Reference DRN-4804691
4 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4804691 The complaint Miss M and Mrs W say TSB Bank PLC (“TSB”) incorrectly debited undisputed transactions from their accounts which caused the accounts to go overdrawn. What happened Miss M and Mrs W say they complained to TSB about some unauthorised transactions on their joint accou... (2 pages)View decision -
Decision Reference DRN-4607775
4 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4607775 The complaint Mrs R complains that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) was of an unsatisfactory quality. What happened In October 2022, Mrs R was supplied with a new car through a hire purchase agreement with ... (4 pages)View decision -
Decision Reference DRN-4641291
4 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4641291 The complaint Miss B, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2019, Miss B acquired a used car financed by way of a hire... (3 pages)View decision -
Decision Reference DRN-4641269
4 Jun 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4641269 The complaint Mr C complains that HSBC UK Bank Plc trading as first direct (“fd”) told him he could change to a better mortgage interest rate, if one was available before he completed his mortgage. But then when he asked to do this, it said that wasn’t possible after all. What ... (3 pages)View decision -
Decision Reference DRN-4756022
4 Jun 2024 Cumberland Building Society Not upheldBanking and PaymentsDRN-4756022 The complaint Ms H complains Cumberland Building Society (“CBS”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened Ms H says she gave her carer permission to use her CBS debit card to buy her essential things as she is housebound... (2 pages)View decision -
Decision Reference DRN-4832214
4 Jun 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4832214 The complaint Ms R complains that Shawbrook Bank Limited (‘Shawbrook’) was unfair and unreasonable when it declined her claim under sections 75 of the Consumer Credit Act 1974 (‘CCA’) and when it rejected her complaint that it was party to an unfair debtor-creditor relationship... (12 pages)View decision -
Decision Reference DRN-4832051
4 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4832051 The complaint Mr L complains that Wise Payments Limited 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 In August 2022, Mr L came into contact with someone I’... (4 pages)View decision -
Decision Reference DRN-4552423
4 Jun 2024 National Westminster Bank Plc UpheldMortgagesDRN-4552423 The complaint Mr and Mrs C complain that National Westminster Bank plc has lost a payment they made to their mortgage in late 2021. What happened Mr and Mrs C were living and working abroad, and in November 2021 they made a payment of £50,000 to NatWest from their bank abroad. ... (3 pages)View decision -
Decision Reference DRN-4830669
4 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4830669 The complaint Mrs R and Mr R complain about Accredited Insurance (Europe) Ltd’s (“Accredited”) handling of their claim under their home insurance policy. Mr R has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to... (6 pages)View decision -
Decision Reference DRN-4775049
4 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4775049 The complaint Miss E complains that HSBC UK Bank Plc (“HSBC”) overstepped its boundaries by requesting a welfare check when there wasn’t a need and this has resulted in the spreading of a false narrative against her causing significant distress and upset and doesn’t believe the... (3 pages)View decision
