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-4600635
6 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4600635 The complaint Mrs P complained that when she made a deposit of money into an account with Clydesdale Bank Plc trading as Virgin Money, it opened a new ISA account for her. Mrs P said because she didn’t know this money went into an ISA, she accidentally overpaid later in the yea... (5 pages)View decision -
Decision Reference DRN-4413714
6 Feb 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4413714 The complaint Miss D is unhappy that Volkswagen Financial Services (UK) Limited trading as SEAT Financial Services (‘SEAT’) wouldn’t cancel a hire purchase agreement she took out. What happened In May 2023, Miss M ordered a car through a dealership which I’ll call ‘T’, which wa... (3 pages)View decision -
Decision Reference DRN-4562812
6 Feb 2024 Mars Capital Finance Limited Not upheldMortgagesDRN-4562812 The complaint Mr A complains that Mars Capital Finance Limited didn’t agree to his request for a term extension on his mortgage. What happened Mr A has a buy-to-let (BTL) mortgage which Mars owns and operates. The mortgage was originally taken out in 2008 with a different lende... (2 pages)View decision -
Decision Reference DRN-4276548
6 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4276548 The complaint Mr B complains HSBC UK Bank plc (HSBC) failed to return an international payment he had sent, in a timely manner. What happened Mr B says in mid-February 2023 he sent an overseas payment from his UK HSBC bank account to his bank in New Zealand as he had done befor... (2 pages)View decision -
Decision Reference DRN-4507650
6 Feb 2024 Skrill Limited Not upheldBanking and PaymentsDRN-4507650 The complaint Skrill Limited provides online payment services. Mr V used it to buy a service which he never received. He thinks Skrill should have got his money back for him, or, if it couldn’t recover the money, should have refunded him from its own resources. What happened Du... (3 pages)View decision -
Decision Reference DRN-4466027
6 Feb 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4466027 The complaint Mrs D has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) unfairly turned down her complaint about a timeshare she bought using a loan from BPF. What happened In June 2007, Mr and Mrs D bought timeshare membership... (4 pages)View decision -
Decision Reference DRN-4302030
6 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4302030 The complaint Mr M is complaining about the way British Gas Insurance Limited handled a claim he made on his landlord home emergency policy. He’s also unhappy with the way it renewed the policy. What happened On 5 October 2022 Mr M booked an appointment to arrange for an engine... (3 pages)View decision -
Decision Reference DRN-4601302
6 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4601302 The complaint Mr B, through a representative, says Barclays Bank UK PLC, trading as Barclaycard, irresponsibly lent to him. What happened Barclaycard provided Mr B with a credit card with a limit of £1,000 in August 2010. The limit was then changed (up and down) over the subseq... (3 pages)View decision -
Decision Reference DRN-4503558
6 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4503558 The complaint Miss H complains that HSBC UK Bank Plc trading as first direct (“first direct”) wouldn’t accept two refunds which she tried to have processed through her debit card. Miss H believes first direct should’ve done more to investigate the problem. What happened Miss H ... (2 pages)View decision -
Decision Reference DRN-4323156
6 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4323156 The complaint Miss A complains that Barclays Bank UK PLC decided to close her account without notifying her in advance – resulting in her experiencing problems using her account. What happened Around November 2022, Barclays wrote to Miss A, notifying her of the bank’s plans to ... (3 pages)View decision
