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-4939130
26 Sep 2024 Plum Fintech Limited Not upheldBanking and PaymentsDRN-4939130 The complaint Mr C is unhappy with the length of time it took Plum Fintech Limited (“PFL”) to complete a deposit instruction into his ISA, and that PFL took an amount from his linked bank account by direct debit without his consent. What happened Mr C opened an ISA with PFL ... (3 pages)View decision -
Decision Reference DRN-5001819
26 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5001819 The complaint Miss A complained that Santander UK Plc (‘Santander’) blocked a payment she wanted to make after she’d been through security. What happened Santander stopped a payment Miss A wanted to make, after she’d already been told that it had cleared security successful... (3 pages)View decision -
Decision Reference DRN-4987030
26 Sep 2024 Cater Allen Limited Not upheldBanking and PaymentsDRN-4987030 The complaint O, a limited company, complains that Cater Allen Limited declined its application for an account. What happened A director of O explains that he was a personal customer of Cater Allen. And was directed to its website by a member of staff to apply for an account... (2 pages)View decision -
Decision Reference DRN-4959321
26 Sep 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4959321 The complaint Mr H complains that HSBC UK Bank Plc acted unfairly by defaulting a loan account he held during the time he was making agreed token repayments on his loan. What happened Mr H took a loan from HSBC in April 2023 that he agreed to repay in 60 monthly instalments ... (3 pages)View decision -
Decision Reference DRN-5040635
26 Sep 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5040635 The complaint Mrs N complains about the way Shawbrook Bank Limited dealt with the transfer of her cash Individual Savings Account (ISA) to a building society. Mrs N’s husband, Mr N, has brought the complaint on her behalf. What happened Mrs N held a fixed rate cash ISA with ... (3 pages)View decision -
Decision Reference DRN-4927456
26 Sep 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4927456 The complaint H, a limited company, complains that Prepay Technologies Ltd offered it an incentive to switch its account but then said that it wasn’t eligible to do so. What happened H says that it arranged to transfer money into its account to qualify for a higher incentive... (2 pages)View decision -
Decision Reference DRN-4804166
26 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr H complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions he didn’t recognise. What happened Mr H reported to Barclays that two cash withdrawals had been made from an Automated Teller Machine (ATM) that he didn’t recognise. A total of £190 had been w... (3 pages)View decision -
Decision Reference DRN-4758028
26 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4758028 The complaint Mrs S complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of ... (4 pages)View decision -
Decision Reference DRN-4961903
26 Sep 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4961903 The complaint Mr V is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial Services (BMWFS) was not of a satisfactory quality. Mr V is represented in this complaint by Miss V. For ease of reading... (6 pages)View decision -
Decision Reference DRN-4697146
26 Sep 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4697146 The complaint Mr L complains Advantage Insurance Company Limited unfairly declined his motor insurance claim. Advantage’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Advantage’s own. For the same rea... (4 pages)View decision
