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 359539 results
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Decision Reference DRN-4475672
28 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4475672 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this com... (3 pages)View decision -
Decision Reference DRN-4490718
28 Jun 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4490718 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”), have failed to refund money that he lost as part of an investment scam. What happened Mr B was contacted by a company and was told that he could make money by investing in a company that I... (2 pages)View decision -
Decision Reference DRN-4880107
28 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4880107 The complaint Miss S complains Santander UK Plc has declined a claim she’s brought under section 75 of the Consumer Credit Act 1974 (“s.75 CCA”). What happened In October 2020 Miss S entered a contract where she had to pay £6,550 for Timeshare Relinquishment and other services ... (3 pages)View decision -
Decision Reference DRN-4475671
28 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4475671 The complaint Mr H complains that TSB Bank plc (TSB) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this compla... (3 pages)View decision -
Decision Reference DRN-4617622
28 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4617622 The complaint Mrs K complains about the quality of a car she acquired through a hire purchase agreement financed by Creation Consumer Finance Limited (CCF). What happened In October 2022 Mrs K acquired a used car through a hire purchase agreement financed by CCF. Mrs K said tha... (4 pages)View decision -
Decision Reference DRN-4837109
28 Jun 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4837109 The complaint Mrs G complains that when she renewed her horse insurance policy, The National Farmers' Union Mutual Insurance Society Limited (“NFU Mutual”) removed cover for vet’s fees for one of her horses. What happened Mrs G has a horse insurance policy that provides co... (3 pages)View decision -
Decision Reference DRN-4836040
28 Jun 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4836040 The complaint Mrs K and Mr K complain about the way Great Lakes Insurance SE dealt with a claim on their travel insurance policy. Any reference to Great Lakes includes those appointed to handle claims on its behalf. What happened As both sides are very familiar with the backgro... (3 pages)View decision -
Decision Reference DRN-4750468
28 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4750468 The complaint Mr H complains about his overdraft with Santander UK Plc, and about his account being defaulted. What happened Mr H had a student current account with Santander. On graduation, this kind of account is automatically converted into another kind, the graduate account... (2 pages)View decision -
Decision Reference DRN-4640841
28 Jun 2024 Credit Resource Solutions Limited UpheldConsumer CreditDRN-4640841 The complaint Miss R complains Credit Resource Solutions Ltd (CRS) have incorrectly distributed payments from her debt management plan (DMP). She says this led to CRS incorrectly defaulting a short-term loan account. What happened The information I have shows Miss R entered int... (3 pages)View decision -
Decision Reference DRN-4879946
28 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4879946 The complaint Mr J is unhappy with Barclays Bank UK PLC. Mr J said Barclays told him to wait to open a new ISA account until his existing ISA matured. Mr J also said Barclays didn’t tell him the interest rates might change in the meantime. Mr J said this cost him interest as th... (3 pages)View decision
