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 367296 results
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Decision Reference DRN-4857027
18 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4857027 The complaint Miss C complains about a decision taken by Santander to not submit, on her behalf, two chargeback claims. What happened My provisional decision of 26 February 2025 set out the background to this complant: Miss C paid a supplier that I will call “D” £700 for a s... (4 pages)View decision -
Decision Reference DRN-5246477
18 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5246477 The complaint L, a charity, complains that Wise Payments Limited unreasonably closed their account without any notice or explanation. They would like the account reopened. What happened L held an account with Wise for several years. In July 2024 L let Wise know they expect... (2 pages)View decision -
Decision Reference DRN-5328988
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5328988 The complaint Mr D complains that HSBC UK Bank Plc unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr D had an account with HSBC. Between 28 and 29 October 2023, 11 payments totalling more than £4,000 from four individuals, I will... (4 pages)View decision -
Decision Reference DRN-5321421
18 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5321421 The complaint Mr C has complained, via his professional representatives, about a transfer of his ReAssure Limited personal pension to an occupational pension in August 2014. Mr C says that his pension funds were invested in ‘unregulated investments’ and that he has lost out ... (10 pages)View decision -
Decision Reference DRN-4904487
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4904487 The complaint Mr S and Mrs O are unhappy HSBC UK Bank Plc (“HSBC”) won’t reimburse them for the money they lost when Mr S fell victim to a scam. As Mr S was the one that dealt with the scammer, I will mainly refer to him after this point, even though the account that the fun... (3 pages)View decision -
Decision Reference DRN-4868654
18 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4868654 The complaint Mr S complains that Wise Payments Limited (“Wise”) have failed to refund the money he lost as part of a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr S says he ... (2 pages)View decision -
Decision Reference DRN-5171003
18 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5171003 The complaint Mrs M complains that Loans 2 Go Limited trading as Loans 2 Go irresponsibly lent her four personal loans. She also complains that the interest it charged took advantage of her vulnerability. She said she was in financial difficulty when she took out the loans a... (4 pages)View decision -
Decision Reference DRN-5349607
18 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5349607 The complaint Mr R complains he could not change his email address with Kroo Bank Ltd via its app. Kroo then rejected the identification documents he uploaded, causing Mr R distress and inconvenience. What happened Mr R explained he needed to change the email address Kroo h... (3 pages)View decision -
Decision Reference DRN-5364515
18 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5364515 The complaint Mrs S complains about how Ageas Insurance Limited (Ageas) handled and settled a claim she made on her motor insurance policy. What happened Mrs S holds a motor insurance policy with Ageas. When she was involved in an accident she made a claim for the damage. Ag... (2 pages)View decision -
Decision Reference DRN-5305265
18 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5305265 The complaint Mr P complains TSB Bank plc hasn’t paid him the switch bonus he was told he’d receive. What happened Mr P says he switched his main account to TSB in 2024 having been told by an agent over the phone that he’d get a switch bonus if he did so. He says he didn’t g... (2 pages)View decision
