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 353748 results
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Decision Reference DRN-4689066
18 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4689066 The complaint Miss B has complained about the way HSBC UK Bank Plc dealt with her claim for money back. What happened To summarise, Miss B says she was abroad and the day before leaving the resort she was influenced to enter into a vacation membership with a firm I’ll call “P”.... (3 pages)View decision -
Decision Reference DRN-4520663
18 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4520663 The complaint Mr G is complaining about American Express Services Europe Limited (AESEL) because he says he was given confusing information when applying for a credit card. He says the correspondence he received told him he’d been approved at the same time as saying further cre... (2 pages)View decision -
Decision Reference DRN-4689442
18 Mar 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4689442 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) has caused him loss due to its acts and omissions in respect of his Barclays account. The background to this complaint is well known to both parties, so I won’t repeat everything here. I sent Mr M and Barclays ... (3 pages)View decision -
Decision Reference DRN-4546594
18 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4546594 The complaint Mr Y complains that Lloyds Bank PLC (“Lloyds”) won’t refund around £23,000 he lost to a cryptocurrency investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reaso... (2 pages)View decision -
Decision Reference DRN-4652694
18 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4652694 The complaint Miss S has complained about the way U K I Limited trading as Churchill recorded an incident on a central underwriting database. A named driver made a claim under Miss S’s car insurance policy with UKI. What happened Miss S bought a car insurance policy with UKI. T... (2 pages)View decision -
Decision Reference DRN-4371782
18 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4371782 The complaint Mr A complains that when he told Bank of Scotland plc trading as Birmingham Midshires Mortgages (“BM”) it had delayed payments going to his three mortgages, resulting in arrears, it initially said it would amend his credit file. But then it changed its mind. What ... (3 pages)View decision -
Decision Reference DRN-4688962
18 Mar 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4688962 The complaint Ms K and Mr F complain that Inter Partner Assistance SA (IPA) hasn’t paid a cancellation claim they made on a travel insurance policy. What happened In November 2022, Ms K and Mr F booked a holiday abroad. They were due to travel in July 2023. However, in February... (3 pages)View decision -
Decision Reference DRN-4564460
18 Mar 2024 TSB Bank plc UpheldMortgagesDRN-4564460 The complaint Mr A has complained about a mortgage he held with TSB Bank plc trading as Whistletree. What happened Mr A took out this mortgage in 2006 through an independent mortgage broker. He borrowed £109,245 on a repayment basis over a 35-year term. The interest rate was fi... (6 pages)View decision -
Decision Reference DRN-4688073
18 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4688073 The complaint Mr D’s complaint is that National Westminster Bank Plc (“NatWest”) permitted him to continue using his overdraft and incurring fees and charges when it should have seen he wasn’t using the facility as intended. To put things right, Mr D wants NatWest to refund fee... (3 pages)View decision -
Decision Reference DRN-4102209
18 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4102209 The complaint Mrs C complains that Revolut Ltd (“Revolut”) has failed to refund over £130,000 she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the... (2 pages)View decision
