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-4615362
12 Feb 2024 Paragon Bank Plc UpheldBanking and PaymentsDRN-4615362 The complaint Mr M complains about Paragon Bank Plc’s delays when rejecting his ISA and returning his funds. What happened I issued my provisional decision on 13 December 2023, and this is what I said: I’ve considered the relevant information about this complaint. Based on what... (6 pages)View decision -
Decision Reference DRN-4321745
12 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4321745 The complaint Mrs B and Miss B complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. Mrs B and Miss B are being represented by a third party. To keep things simple, I will refer to Mrs B and Miss B throughout my decision.... (4 pages)View decision -
Decision Reference DRN-4488921
12 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4488921 The complaint Miss A that Metro Bank PLC recorded information about her with the fraud database, Cifas. What happened Miss A had an account with Metro. On 18 October 2022, Miss A received a payment of £160,000 into her personal account. The following day, Miss A visited a metro... (3 pages)View decision -
Decision Reference DRN-4552241
12 Feb 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4552241 The complaint Mr T complains about Highway Insurance Company Limited’s handling of his home insurance (contents) claim. Highway is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Highway has accepted it is accountab... (5 pages)View decision -
Decision Reference DRN-4363869
12 Feb 2024 Pepper (UK) Limited Not upheldMortgagesDRN-4363869 The complaint Mr G is unhappy about poor customer service received from Pepper (UK) Limited trading as Engage Credit. Mr G’s concerns are: he is unhappy that his mortgage was transferred from his original lender to Engage; the wait times to speak to someone at Engage are unac... (4 pages)View decision -
Decision Reference DRN-4614193
12 Feb 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-4614193 The complaint A company which I’ll refer to as ‘T’ complains that Barclays Bank Plc gave them misleading information about the fees it would apply to international transactions when providing merchant services. The complaint is brought on T’s behalf by their director, Mr T. Wha... (4 pages)View decision -
Decision Reference DRN-4608898
12 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4608898 The complaint Mr W complains that Scottish Widows Limited (trading as Clerical Medical) caused difficulties for him when he tried to access his pension. He says this has caused him considerable stress and financial hardship. What happened Mr W holds a personal pension with Cler... (3 pages)View decision -
Decision Reference DRN-4611566
12 Feb 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4611566 The complaint Ms B complains that Tesco Personal Finance PLC, trading as Tesco Bank, treated her unfairly regarding a dispute about a transaction to get her out of a timeshare. What happened In March 2020 Ms B entered a contract where she had to pay £8... (10 pages)View decision -
Decision Reference DRN-4433247
12 Feb 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4433247 The complaint Miss B complains that Gain Credit LLC trading as Drafty gave her a credit facility without completing appropriate checks. Miss B also says she didn’t receive support from Drafty. What happened In May 2021, Miss B applied to Drafty for a running credit facility, sh... (2 pages)View decision -
Decision Reference DRN-4450243
12 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4450243 The complaint Mr H complains that Starling Bank Limited (Starling Bank) refuse to use his middle name in correspondence. He finds this unacceptable and would like Starling Bank to use it. What happened The details of this complaint are well known to both parties so I won’t repe... (1 page)View decision
