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 369227 results
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Decision Reference DRN-4572470
8 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4572470 The complaint Miss B complains that HSBC UK Bank Plc, trading as first direct, put unnecessary barriers in place to her opening a Bonus Savings Account and weren’t proactive in making her aware of higher interest accounts that it offers. What happened Miss B wanted to open a fi... (3 pages)View decision -
Decision Reference DRN-4714692
8 Apr 2024 Castle Trust Capital PLC Not upheldMortgagesDRN-4714692 The complaint Mr G complains that Castle Trust Capital PLC trading as Castle Trust Bank lent him an unregulated business loan that was secured on his residential property by way of a second charge, when he should have been given a regulated mortgage product. What happened In Ja... (5 pages)View decision -
Decision Reference DRN-4690221
8 Apr 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4690221 The complaint Mr A complains about how HDI Global Specialty SE handled and settled a claim he made under his home buildings insurance policy for damage caused by water ingress. What happened Mr A held a buildings insurance policy with HDI. There’s no contents or accidental cove... (7 pages)View decision -
Decision Reference DRN-4457026
8 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4457026 The complaint Mr and Mrs B have complained that Santander UK Plc “Santander” closed their account whilst they were abroad without any warning. Mr and Mrs B say this put them in an extremely difficult and stressful situation. What happened Whilst Mr and Mrs B were abroad, they r... (3 pages)View decision -
Decision Reference DRN-4724624
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4724624 The complaint Mrs T has complained about the actions of Santander UK Plc in relation to the provision of various services that relate to her current account with it. Mrs T’s complaint has been brought on her behalf by her son. What happened I have previously issued a provisiona... (5 pages)View decision -
Decision Reference DRN-4604920
8 Apr 2024 Elavon Financial Services Designated Activity Company Not upheldBanking and PaymentsDRN-4604920 The complaint A company, which I will refer to as S, complains that Elavon Financial Services Designated Activity Company treated it unfairly by imposing a cash reserve and restricting access to its funds. What happened Elavon told us: In early 2023, S had an existing merchant... (5 pages)View decision -
Decision Reference DRN-4613557
8 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4613557 The complaint Mr P says Barclays Bank UK PLC, trading as Barclaycard, were unfair to close his account; sent him contradictory emails; were unreasonable not to provide a more suitable medium for him to correspond with them and didn’t call him when they said they would. What hap... (2 pages)View decision -
Decision Reference DRN-4552893
8 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4552893 The complaint Mr A complains that Santander UK plc (Santander) made an international transfer resulting in a loss to Mr A of £769.01 which he would like refunded along with compensation What happened The details of this complaint are well known to both parties so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-4697700
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4697700 The complaint Mrs B is unhappy with the service she’s received from Santander UK Plc surrounding a request she made to add her fiancé to her account. What happened In August 2023, Mrs B went into her local Santander branch and asked to add her fiancé to her account as a joint a... (2 pages)View decision -
Decision Reference DRN-4466319
8 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4466319 The complaint Mr I complains that Revolut Ltd (“Revolut”) won’t refund over £1,200 he lost to a safe- account scam in September 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reaso... (2 pages)View decision
