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-4619676
19 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4619676 The complaint Mr M complains that Santander UK Plc (Santander) won’t refund money he paid to a builder. What happened What Mr M says: Mr M needed some repairs done to the roof at his home. He got some quotes and chose a roofer to do the job. He was quoted a price of £1,800. On ... (4 pages)View decision -
Decision Reference DRN-4441829
19 Apr 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4441829 The complaint Mr R complains about how American Express Services Europe Limited dealt with his claim for a refund of his hotel booking. What happened Mr R booked four nights in a hotel room in the Far East, and paid £263.76 for this with his American Express credit card. After ... (2 pages)View decision -
Decision Reference DRN-4655464
19 Apr 2024 Brewin Dolphin Limited Not upheldInvestmentsDRN-4655464 The complaint Ms H and Pentrust Limited (“the trustees) were the trustees of the R Trust and complain that Brewin Dolphin Limited t/a RBC Brewin Dolphin failed to warn them that its advice to change from an advisory service to its managed portfolio service (MPS) would result in... (5 pages)View decision -
Decision Reference DRN-4615757
19 Apr 2024 Openwork Limited Not upheldMortgagesDRN-4615757 The complaint Miss L complains about the service she received from an appointed representative of Openwork Limited, trading as The Openwork Partnership, when it arranged a re-mortgage for her. In particular Miss L says: - Openwork failed to review the available mortgage product... (4 pages)View decision -
Decision Reference DRN-4641519
19 Apr 2024 TSB Bank plc Not upheldMortgagesDRN-4641519 The complaint Mr and Mrs M complain that TSB Bank plc didn’t update their credit files when they repaid their mortgage in 2018. They say this had an adverse impact on applications for mortgages and other credit and ask for compensation. What happened Mr and Mrs M repaid their m... (4 pages)View decision -
Decision Reference DRN-4429372
19 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4429372 The complaint Mr R complains about how Creation Consumer Finance Ltd dealt with his claim under section 75 of the Consumer Credit Act 1974 for a refund of his purchase of a defective sofa. What happened In August 2019 Mr R entered into a regulated fixed sum loan agreement with ... (2 pages)View decision -
Decision Reference DRN-4441820
19 Apr 2024 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-4441820 The complaint S complains Advanced Payment Solutions Limited, trading as Cashplus Bank, restricted and closed their account without explanation. S also complain that Cashplus has unfairly held onto their funds. To keep matter simple, I will refer to “Cashplus” in my decision. W... (3 pages)View decision -
Decision Reference DRN-4562257
19 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4562257 The complaint Mrs R complains about Bank of Scotland plc trading as Halifax. She says that Halifax didn’t do enough to protect her when she became the victim of a scam and would like Bank of Scotland to refund her the money she has lost. What happened Mrs R was contacted by an ... (4 pages)View decision -
Decision Reference DRN-4388387
19 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4388387 The complaint Mr O complains Revolut Ltd (“Revolut”) unfairly applied an adverse fraud marker against him. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. Wh... (2 pages)View decision -
Decision Reference DRN-4657722
19 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4657722 The complaint Miss P complains Nationwide Building Society (Nationwide) declined to refund a payment she says she didn’t make or allow anyone else to make. What happened On 14 January 2024, Miss P says she was at a caravan show and had used her card to make payments on her acco... (3 pages)View decision
