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-4490354
13 Feb 2024 HSBC UK Bank Plc Not upheldInsuranceDRN-4490354 The complaint Miss V has complained that HSBC UK Bank Plc mis-sold her credit card payment protection insurance (PPI). What happened In April 2019 HSBC sent Miss V its final response letter. It upheld the complaint and said that it was providing compensation for the single PPI ... (3 pages)View decision -
Decision Reference DRN-4619133
13 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4619133 The complaint Mrs R and Mr R complain about the way Barclays Bank UK PLC handled a chargeback claim. What happened The background facts are well known to the parties so I will only cover these briefly. Mrs R and Mr R purchased furniture from a retailer (‘the supplier’) using th... (6 pages)View decision -
Decision Reference DRN-4600434
13 Feb 2024 Mega Car Shop LTD UpheldConsumer CreditDRN-4600434 The complaint Mr P is unhappy Mega Car Shop Ltd (‘MCS’) failed to clear an existing finance agreement when they supplied him with a car under a conditional sale agreement. Mr P has been represented during the claim and complaint process by Mrs P. For ease of reference, I will ... (3 pages)View decision -
Decision Reference DRN-4620132
13 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4620132 The complaint Mr S has complained that Santander UK Plc registered a marker against him at CIFAS, the national fraud database. What happened In 2020, Mr S’s Santander accounts received the proceeds of fraud. The money was transferred between Mr S’s accounts using his online ban... (3 pages)View decision -
Decision Reference DRN-4528375
13 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4528375 The complaint Mr N has complained that Santander UK Plc acted irresponsibly by providing, and increasing the limit on, an overdraft. He complains that Santander acted unfairly by continuing to apply charges to his account when he was in financial difficulty. Mr N is represented... (3 pages)View decision -
Decision Reference DRN-4575684
13 Feb 2024 London and Country Mortgages Ltd UpheldMortgagesDRN-4575684 The complaint Mr S complains that London and Country Mortgages Ltd (“L&C”) failed to advise him in a timely manner that his application for a remortgage had been refused by a lender which meant that he was unable to remortgage with another lender before interest rates incre... (5 pages)View decision -
Decision Reference DRN-4496456
13 Feb 2024 Clydesdale Bank Plc Not upheldInvestmentsDRN-4496456 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money rejected a cash Individual Savings Account (ISA) transfer, that a transfer he’d made to an external account was put on hold, and that he had to attend a branch after receiving an error message when he... (3 pages)View decision -
Decision Reference DRN-4460804
13 Feb 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4460804 The complaint Mrs H says Chetwood Financial Limited, trading as BetterBorrow, irresponsibly lent to her. What happened Mrs H took out a 36-month instalment loan for £6,000 in July 2022. The monthly repayments were £235.34 and the total repayable was £8,471.99. She is now repayi... (3 pages)View decision -
Decision Reference DRN-4619993
13 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619993 The complaint Mr I complains that Monzo Bank Ltd processed a payment request incorrectly and they were unable to retrieve all of the funds sent to the wrong account. What happened Mr I attempted to transfer £3,000 into an account, however, he entered a nine digit account number... (4 pages)View decision -
Decision Reference DRN-4518096
13 Feb 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4518096 The complaint Mr and Mrs S complain that Accord Mortgages Limited (trading as Accord Mortgages) won’t agree to extend the term of their mortgage that has reached its expiry. What happened In 2008 Mr and Mrs S obtained a mortgage with Accord through a broker. They borrowed £163,... (5 pages)View decision
