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-4562810
1 Mar 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4562810 The complaint A company - F, complains that The Co-operative Bank Plc (Co-Op Bank) won’t refund the money it lost as a result of a scam. The complaint is brought on F’s behalf by its director, Mr L. What happened In late July 2023, Mr L was looking to buy a laptop for an employ... (6 pages)View decision -
Decision Reference DRN-4523964
1 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4523964 The complaint Miss A complains about how TSB Bank plc (“TSB”) handled a chargeback. What happened In January 2023, Miss A ordered an item from a third-party seller and paid £353 for this from her TSB bank account. Upon receiving the item, Miss A decided she wanted to return thi... (3 pages)View decision -
Decision Reference DRN-4514583
1 Mar 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4514583 The complaint Mr H complains about the outcome of a chargeback that was initiated by Starling Bank Limited (“Starling”). He also complains that Starling contacted him for repayment of the disputed amount. What happened Mr H purchased a watch online from an overseas marketplace ... (3 pages)View decision -
Decision Reference DRN-4510941
1 Mar 2024 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-4510941 The complaint Mr C complains that John Lewis Financial Services Limited (“JLFS”) has recorded adverse information on his credit file. What happened Mr C held a credit card account with JLFS. In October 2022, JLFS notified Mr C that his card would stop working at the end of the ... (2 pages)View decision -
Decision Reference DRN-4445477
1 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4445477 The complaint Mr W is unhappy that Nationwide Building Society won’t refund him for repair works carried out on products he purchased for his solar panel system. What happened In 2012, Mr W purchased a solar panel system. The supplier ceased trading and Mr W started to receive ... (2 pages)View decision -
Decision Reference DRN-4544472
1 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4544472 The complaint Mr D complains that he isn’t able to access the best interest rates available with Clydesdale Bank Plc trading as Virgin Money (“Virgin”) because those are only available online, and Mr D requires additional support to apply for an online bond, which Virgin won’t ... (5 pages)View decision -
Decision Reference DRN-4566026
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566026 The complaint Mr M is unhappy that Monzo Bank Ltd closed his account and loaded and adverse fraud marker against his name. Mr M is represented, but for ease, I will refer to him throughout. What happened As both parties are familiar with the circumstances of this complaint, I’v... (4 pages)View decision -
Decision Reference DRN-4629226
1 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4629226 The complaint Mrs D complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a premium brand car- maker with a powerful engine and first registered in... (6 pages)View decision -
Decision Reference DRN-4420430
1 Mar 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4420430 The complaint Mr and Mrs B’s complaint about HSBC UK Bank Plc (HSBC) relates to their application to port their existing mortgage to a new property they were looking to buy and HSBC’s decision to decline it. What happened Mr and Mrs B had a five-year fixed rate mortgage which e... (3 pages)View decision -
Decision Reference DRN-4454192
1 Mar 2024 ReAssure Life Limited UpheldInsuranceDRN-4454192 The complaint Mr R and Ms R’s complaint is about a whole of life assurance policy they hold with ReAssure Life Limited trading as ReAssure. They say unbeknown to them, the direct debit through which the annual premium was taken was cancelled and they were told the policy had en... (5 pages)View decision
