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 365360 results
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Decision Reference DRN-4457717
16 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4457717 The complaint Mr P complains that Revolut Ltd 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 The detailed background to this complaint is well known to both ... (6 pages)View decision -
Decision Reference DRN-4215575
16 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4215575 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this com... (2 pages)View decision -
Decision Reference DRN-4401690
16 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4401690 The complaint Mr D complains TSB Bank plc said he went overdrawn on his current account but couldn’t explain how. He’s also unhappy at them asking him to repay the balance. And he’s unhappy they’ve subsequently closed his account while reporting negative information. What happe... (5 pages)View decision -
Decision Reference DRN-4243096
16 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4243096 The complaint Mr C complains that Nationwide won’t refund him after he was the victim of a ‘safe account’ scam. What happened Mr C holds accounts with Nationwide. On 14 March 2022, his wife received a call purportedly from Nationwide’s security team. She was told that their acc... (5 pages)View decision -
Decision Reference DRN-4418253
16 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4418253 The complaint Mrs W complains HSBC UK Bank Plc have unfairly reported negative information on her credit file in relation to her overdraft. What happened In October 2022 Mrs W switched her account from HSBC. She says she didn’t realise this would mean her overdraft would be cla... (3 pages)View decision -
Decision Reference DRN-4584848
16 Feb 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4584848 The complaint Mr E is unhappy with how American Express Services Europe Limited (AESEL) handled a chargeback request for a transaction made on his credit card account. Mr E also complained that refunds due haven’t been applied to his account. What happened Mr E made a purchase ... (2 pages)View decision -
Decision Reference DRN-4371597
16 Feb 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4371597 The complaint Mr B complains that American Express Services Europe Limited won’t refund to him the money that he paid for some holiday club membership credits. He’s being represented in his complaint by a claims management company. What happened Mr B and his wife entered into a... (5 pages)View decision -
Decision Reference DRN-4616148
16 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4616148 The complaint Mr and Mrs A say they were misled by Bank of Scotland plc (trading as Halifax) about when their fixed interest rate would end. Mrs A says because of this they delayed taking steps to re-finance their interest only mortgage. Mrs A asks that Halifax extends the lowe... (3 pages)View decision -
Decision Reference DRN-4557880
16 Feb 2024 Freemans Plc UpheldConsumer CreditDRN-4557880 The complaint The estate of Mrs D complains Freemans Plc trading as Bon Prix was told the catalogue shopping account in Mrs D’s name would be closed – but was then asked to repay the balance. Mr D is representing Mrs D’s estate. What happened After Mrs D sadly passed away, Mr D... (2 pages)View decision -
Decision Reference DRN-4434996
16 Feb 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4434996 The complaint Mr W complains Vanquis Bank Limited sold his credit card account to a debt purchaser despite having a payment arrangement in place. What happened Mr W has said he opened the account in 2017 and after getting into difficulties set up a payment plan which had repaid... (2 pages)View decision
