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
-
Decision Reference DRN-4642640
28 Jun 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4642640 The complaint Miss E complains about the outcome of a claim she made to Capital One (Europe) plc (“Capital One”) in respect of a purchase she made using her credit card. What happened In August 2023 Miss E bought a holiday from a supplier I’ll call J to travel in September 2023... (2 pages)View decision -
Decision Reference DRN-4878388
28 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4878388 The complaint Mr N complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like Santander to refund him the money he has lost. What happened Mr N was interested in investing – and had heard and seen ... (4 pages)View decision -
Decision Reference DRN-4423181
28 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4423181 The complaint Mr R complains that HSBC UK Bank Plc trading as first direct (‘HSBC’) closed his bank account and related services without notice or explanation. He says this caused him to miss payments and have his insurance cancelled and credit declined. He wants HSBC to provid... (3 pages)View decision -
Decision Reference DRN-4879217
28 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4879217 The complaint Mr and Mrs M on behalf of a limited company which I will call company A complains that Starling Bank debited approximately £8,600 which Mr and Mrs M said were not made or otherwise authorised by them or company A. What happened I issued a provisional decision in M... (4 pages)View decision -
Decision Reference DRN-4875166
28 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4875166 The complaint Mr G complains HSBC UK Bank Plc (HSBC) won’t refund the money he lost to a scam What happened Mr G came across an advert on social media for a merchant promoting a new cryptocurrency coin. He followed up with the merchant, who added him to their group on the socia... (3 pages)View decision -
Decision Reference DRN-4663687
28 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4663687 The complaint Mr C’s complaint, in summary, is that Barclays Bank UK PLC failed to honour his cheque and that caused him distress and inconvenience. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Briefly, Mr C has... (3 pages)View decision -
Decision Reference DRN-4844064
28 Jun 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4844064 The complaint Mr C complains that Bank of Scotland plc trading as Halifax will not allow him to transfer to a less expensive interest rate product. What happened Mr C has a residential mortgage with Halifax which currently has an outstanding balance of approximately £57,000. Mr... (3 pages)View decision -
Decision Reference DRN-4810938
28 Jun 2024 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-4810938 The complaint A limited company, which I will refer to as W, complains about the decision of China Taiping Insurance (UK) Co Ltd’ in relation to its commercial insurance policy. W is also unhappy with the claim handling, particularly the time taken. What happened The following ... (3 pages)View decision -
Decision Reference DRN-4366502
28 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4366502 The complaint Mr C complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this com... (4 pages)View decision -
Decision Reference DRN-4780983
28 Jun 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4780983 The complaint Mr A complains that Liverpool Victoria Insurance Company Limited (LV) unfairly cancelled his motor insurance policy for reasons of fraud. What happened Mr A says he received a message from LV the week prior to his policy renewal in 2023. It told him that his polic... (3 pages)View decision
