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 342371 results
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Decision Reference DRN-4869618
15 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4869618 The complaint Mr T is unhappy that Revolut Ltd has made it difficult for him to access his bank account and caused him significant inconvenience. What happened Mr T has an account with Revolut. The main way Revolut provides its services for the account is through a mobile ap... (2 pages)View decision -
Decision Reference DRN-4900520
15 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4900520 The complaint Mr H has complained about the way Accredited Insurance (Europe) Ltd handled his claim under his commercial vehicle insurance policy and the amount it paid in settlement of it. Reference to Accredited includes its agents. What happened Mr H’s van was insured un... (6 pages)View decision -
Decision Reference DRN-4908281
15 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4908281 The complaint Miss E complains Clydesdale Bank PLC, trading as Virgin Money, (“Virgin”) refuses to refund her for transactions on her credit card which she says she didn’t authorise. What happened The details of this complaint are well known to both parties, and I am mindful... (3 pages)View decision -
Decision Reference DRN-4787275
15 Jul 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4787275 The complaint Mr H has a credit card account with American Express Services Europe Limited (AESEL) and is complaining because he’s been unable to use accumulated airmiles to book his preferred flight options. He’s particularly concerned that American Express introduced an a... (2 pages)View decision -
Decision Reference DRN-4782566
15 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4782566 The complaint Mr O complains that Barclays Bank UK PLC gave him incorrect information about how much he would need to pay to redeem his mortgage. He also complains about the way that Barclays dealt with his subsequent complaint. What happened On 18 October 2023, Mr O receive... (3 pages)View decision -
Decision Reference DRN-4732121
15 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4732121 The complaint Mr B complains that HSBC UK Bank Plc won’t refund the money he lost to what he considers to be an authorised push payment (“APP”) scam – his funds having been sent to an account held at HSBC. Mr B has been represented by his wife in bringing this complaint, but... (4 pages)View decision -
Decision Reference DRN-4539844
15 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4539844 The complaint Mr S complains that when he visited a branch of Bank of Scotland plc, trading as Halifax, he was asked what the funds were for that he was withdrawing. He thought this was a breach of confidentiality and was none of the bank’s business. What happened Mr S want... (2 pages)View decision -
Decision Reference DRN-4819142
15 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4819142 The complaint Miss K complains Monzo Bank Ltd (“Monzo”) refuses to refund her for transactions on her current account she says she didn’t authorise. What happened The details of this complaint are well known to both parties, and I am mindful that Miss K has expressed difficu... (3 pages)View decision -
Decision Reference DRN-4751696
15 Jul 2024 Ald Automotive Limited Not upheldConsumer CreditDRN-4751696 The complaint Mrs M is unhappy with the charges Ald Automotive Limited (“Ald Automotive”) applied, when she handed back a car she acquired under a hire agreement. What happened In July 2019, Mrs M entered into hire agreement to acquire a brand new car. At the end of the agre... (4 pages)View decision -
Decision Reference DRN-4868629
15 Jul 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4868629 The complaint Ms B is unhappy with TSB Bank plc’s (‘TSB’) application process to open an account as she feels this means she is being treated unfairly as a result of her personal beliefs. What happened In October 2023, Ms B started the process of applying for a new account w... (3 pages)View decision