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 367300 results
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Decision Reference DRN-4566285
2 Apr 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4566285 The complaint Mr and Mrs G complained that HSBC UK Bank Plc failed to process their remortgage application. They thought this happened because of technical problems with HSBC, and said they were paying a much higher interest rate because of this. What happened Whilst this compl... (3 pages)View decision -
Decision Reference DRN-4567031
2 Apr 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4567031 The complaint Mr H is unhappy with how AXA PPP Healthcare Limited have handled his claims on his private medical insurance policy. What happened Mr H required an operation, so in July 2022 he contacted AXA who underwrite his private medical insurance. AXA confirmed to Mr H they... (2 pages)View decision -
Decision Reference DRN-4326528
2 Apr 2024 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-4326528 The complaint A limited company, which I’ll refer to as J, complains that Hampshire Trust Bank Plc (“HTB”) unfairly changed the agreed terms of a commercial mortgage offer. J is represented by one of its directors, who I’ll call Mr P. What happened In mid 2022, J employed a bro... (4 pages)View decision -
Decision Reference DRN-4670540
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4670540 The complaint Miss H complained because Barclays Bank UK PLC refused to refund her for a cash machine withdrawal where she said the machine didn’t dispense the money. What happened On 16 June 2023, Miss H gave her partner her Barclays card and asked him to go and withdraw £500 ... (2 pages)View decision -
Decision Reference DRN-4594619
2 Apr 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4594619 Complaint Ms F complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In July 2019, MotoNovo provided Ms F with finance for a used car. The cash price... (3 pages)View decision -
Decision Reference DRN-4534819
2 Apr 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4534819 The complaint Mr B complains about a car he acquired with finance provided by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened In April 2023, Mr B entered into a regulated hire purchase agreement with MBFS in relation to a used car. The car was three years ol... (6 pages)View decision -
Decision Reference DRN-4715465
2 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4715465 The complaint Mr M is unhappy with several aspects of the service he’s received from Barclays Bank UK PLC, trading as Barclaycard, including that they closed his account without notice. What happened To briefly summarise: Mr M discovered that Barclaycard had closed his account ... (4 pages)View decision -
Decision Reference DRN-4511974
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4511974 The complaint Mr T complains that Barclays Bank UK PLC (Barclays) blocked his bank account and amended his contact details. Mr T is being represented by his daughter, Miss T, who has authority to act on his behalf. What happened Dating back to 2012, a lasting power of attorney ... (3 pages)View decision -
Decision Reference DRN-4718032
2 Apr 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4718032 The complaint F, a limited company complains that Revolut Ltd didn’t do enough to prevent the loss it suffered when it sent money to two Revolut accounts as the result of a scam. Mr B (F’s owner) has brought the complaint on F’s behalf and has used a representative when doing s... (5 pages)View decision -
Decision Reference DRN-4689190
2 Apr 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4689190 The complaint Ms C complains that TSB Bank plc cancelled her debit card in error and the new card it sent didn’t work. Ms C says that because of this she was unable to use her card on holiday or pay cash into her account and had to cancel a second holiday and swimming lessons f... (2 pages)View decision
