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 347829 results
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Decision Reference DRN-4998029
26 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4998029 The complaint Mr A complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) won’t refund all the money he lost in an investment scam. What happened Mr A is represented by a third-party firm of solicitors and I refer to Mr A as the complaint here. In October 2... (6 pages)View decision -
Decision Reference DRN-5014095
26 Sep 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-5014095 The complaint Miss L complains about the loan repayments that Fund Ourselves Limited has taken from her bank account. What happened Miss L applied for and accepted a £500 loan from Fund Ourselves in July 2023. She agreed to make payments of £247 to Fund Ourselves at the end ... (3 pages)View decision -
Decision Reference DRN-5013861
26 Sep 2024 ONMO Limited Not upheldBanking and PaymentsDRN-5013861 The complaint Mr H complains that ONMO Limited shouldn‘t have accepted his application for a credit card account. What happened Mr H applied for a credit card account with ONMO in May 2023. His application was accepted and he was given a credit card with a £1,500 credit limi... (3 pages)View decision -
Decision Reference DRN-4957588
26 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4957588 The complaint Miss O complains that the HSBC UK Bank Plc Mobile Banking app doesn’t allow her to view pending credit card transactions. She’s also unhappy that the total balance figure doesn’t update as soon as a transaction has been made. What happened Miss O holds a credit... (3 pages)View decision -
Decision Reference DRN-4833164
26 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4833164 The complaint M, a limited company, complains about the service it received from HSBC UK Bank Plc. M has been represented in this complaint by its director, Mr T. What happened Mr T bought M in January 2024. Mr T says that both he and M’s previous director told HSBC about th... (3 pages)View decision -
Decision Reference DRN-4889781
26 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4889781 The complaint Mr G complains that Nationwide Building Society blocked his debit card without telling him that it was doing so. As a result, he was unable to withdraw cash or make payments. What happened In early February 2024 Mr G reported to Nationwide that he thought he ha... (3 pages)View decision -
Decision Reference DRN-4919022
26 Sep 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4919022 The complaint Mr J complained because Kroo Bank Ltd refused to refund him for transactions which he said he didn’t make. He also complained about poor customer service from Kroo. What happened Early in the morning of 23 March 2024, Mr J was mugged and his phone was stolen. ... (3 pages)View decision -
Decision Reference DRN-5006977
26 Sep 2024 Lloyd's Insurance Company SA Not upheldInsuranceDRN-5006977 The complaint Mr W complained that his claim for damage caused by a leak in his overseas holiday home had been unfairly declined by Lloyd's Insurance Company SA (“Lloyds”) under his overseas insurance policy. Mr W had representation for his complaint, but for ease and s... (3 pages)View decision -
Decision Reference DRN-5044679
26 Sep 2024 Openwork Limited Not upheldMortgagesDRN-5044679 The complaint Mr G and Miss W complain about the advice and service they received from Openwork Limited (Openwork) in relation to their mortgage application. What happened In November 2023 Mr G and Miss W wanted to buy the property they were renting – which was owned by Mr ... (4 pages)View decision -
Decision Reference DRN-5025456
26 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5025456 The complaint Miss S complains that Aviva Life & Pensions UK Limited has declined a terminal illness claim made on her life insurance policy. What happened The history of this complaint is well known to both parties, so I won’t repeat all the details here. In brief summ... (3 pages)View decision
