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 360264 results
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Decision Reference DRN-4962427
26 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4962427 The complaint Mr P complains that Monzo Bank Ltd hasn’t refunded one of two payments he says he didn’t make from his bank account. What happened Mr P received a call about a fraudulent Amazon purchase on his account. Using his laptop, he followed instructions from the caller... (3 pages)View decision -
Decision Reference DRN-5131972
26 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5131972 The complaint Mr C and Miss M are unhappy that Bank of Scotland plc (“BOS”) didn’t notify Miss M that their joint account was being defaulted. While this complaint concerns an account held by Mr C and Miss M jointly, it is Miss M who is the primary complainant here. As such,... (3 pages)View decision -
Decision Reference DRN-5127266
26 Nov 2024 Optimus Cards UK Limited Not upheldBanking and PaymentsDRN-5127266 The complaint Mr H complains that Optimus Cards UK Limited unfairly closed his account. What happened Mr H held a cryptocurrency wallet account with Uphold Europe Limited, which allowed him to store, buy, sell, and exchange various cryptocurrencies, traditional currencies, a... (3 pages)View decision -
Decision Reference DRN-4770933
26 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4770933 The complaint Mr P complains about the way in which Tesco Personal Finance PLC handled his complaint when he complained about holiday accommodation and services. What happened Mr P booked a two-night break in the UK with a provider which I’ll call “W”. He and his wife were t... (3 pages)View decision -
Decision Reference DRN-5137286
26 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5137286 The complaint Mr O complains that HSBC UK Bank Plc was irresponsible in its lending to him. What happened Mr O was provided with a HSBC credit card in 2004. He said he experienced financial difficulties and entered an individual voluntary arrangement (IVA) in 2005 which was ... (3 pages)View decision -
Decision Reference DRN-5110841
26 Nov 2024 Belmont Green Finance Limited Not upheldMortgagesDRN-5110841 The complaint Mr G’s complaint arises out of a buy-to-let (BTL) mortgage with Belmont Green Finance Limited trading as Vida Homeloans (and referred to here as Vida). Mr G is unhappy about the following matters: Vida failed to update his correspondence address, as a result... (4 pages)View decision -
Decision Reference DRN-5166102
26 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5166102 The complaint Mr and Mrs C complain that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on their landlord’s insurance policy and said the policy was void. What happened Mr and Mrs C own a property which was let to a tenant. They had insurance for the pro... (5 pages)View decision -
Decision Reference DRN-5101490
26 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5101490 The complaint Mr O complains that Barclays Bank UK PLC made a negligent mistake in linking his profile with his brother’s on a new account that didn’t involve him. He said this led to problems and uncertainties and stress in his purchasing of a property and with his credit s... (4 pages)View decision -
Decision Reference DRN-5140404
26 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5140404 The complaint Mr W complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. ... (6 pages)View decision -
Decision Reference DRN-5127206
26 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-5127206 The complaint Mrs J complains that Topaz Finance Limited trading as Hyalite Mortgages has not treated her fairly. She said that it has unfairly increased the interest rate on her mortgage. As a result that has caused her financial difficulty. Mrs J considers that Hyalite has... (3 pages)View decision
