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 366763 results
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Decision Reference DRN-4482371
22 Mar 2024 First Merchant Processing (Ireland) Limited Not upheldBanking and PaymentsDRN-4482371 The complaint A company, which I’ll refer to as J, is unhappy that First Merchant Processing (Ireland) Limited trading as AIB Merchant Services (“AIBMS”) failed properly to defend a chargeback that was raised against it. In bringing this complaint, J is represented by its direc... (4 pages)View decision -
Decision Reference DRN-4528938
22 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4528938 The complaint Mr G complains about mis-information he was given by Santander UK Plc (Santander). What happened Mr G has a current account with Santander. In August 2023 he called customer services to ask how long it would take for a US cheque to clear. He was told 10 days and t... (2 pages)View decision -
Decision Reference DRN-4521654
22 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4521654 The complaint Miss S is unhappy that J.P Morgan Europe Limited, trading as Chase, has decided not to refund her in full, after she was the victim of a safe account scam. What happened Miss A was contacted by someone who she thought was calling from the fraud department at Chase... (5 pages)View decision -
Decision Reference DRN-4691652
22 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4691652 The complaint Mr F complains about the way esure Insurance Limited (“esure”) handled a claim made on his motor insurance policy. Any reference to esure includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve ... (3 pages)View decision -
Decision Reference DRN-4673828
22 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4673828 The complaint Mr S complains that HSBC UK Bank Plc failed to provide him with a breakdown of the interest earned on his savings account and underpaid the interest earned. What happened Mr S holds an Online Bonus Saver account with HSBC. In September 2023 he noticed that the int... (2 pages)View decision -
Decision Reference DRN-4591731
22 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4591731 The complaint Mr K complains about Lloyds Bank PLC’s decision to close his accounts. What happened Mr K held accounts with Lloyds and in April 2023 he accidentally locked himself out of his online banking facility. To try and resolve this problem, he went to a Lloyds branch and... (2 pages)View decision -
Decision Reference DRN-4270960
22 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4270960 The complaint Mr T complains National Westminster Bank Plc (NatWest) won’t refund the money he lost when he fell victim to a scam. What happened Mr T fell victim to an investment scam. He was persuaded to set up an account with an Electronic Money Institute (EMI), in order to m... (3 pages)View decision -
Decision Reference DRN-4701158
22 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4701158 The complaint G, a limited company complains that Santander UK Plc unfairly blocked and closed its accounts. G is also unhappy that Santander took too long to release funds held in its accounts, which it says led to loss of business and inconvenience. G’s complaint has been bro... (5 pages)View decision -
Decision Reference DRN-4422775
22 Mar 2024 Strategic Asset Managers Limited UpheldPensions and AnnuitiesDRN-4422775 The complaint Ms R is unhappy with the service she’s received from Strategic Asset Managers Limited (SAML) since she employed them in November 2015 to help with her pension planning. What happened I’m not going to refer to everything, just what I see as the key events. Ms R is ... (10 pages)View decision -
Decision Reference DRN-4689451
22 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4689451 Complaint Miss B has complained about a credit account PayPal (Europe) Sarl et Cie SCA (“PayPal”) provided to her. She says that she shouldn’t have been approved for the finance given the credit she already had. Background PayPal provided Miss B with a credit account with a cre... (3 pages)View decision
