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-4589243
1 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4589243 The complaint Ms M is unhappy about Santander UK Plc’s (Santander) decision not to refund the £4,475 she paid for building work. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (3 pages)View decision -
Decision Reference DRN-4594516
1 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4594516 The complaint The estate of Mr S complains that HSBC UK Bank Plc (HSBC) won’t refund the money Mr S lost to a scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ve summarised the key details and will fo... (7 pages)View decision -
Decision Reference DRN-4389675
1 Feb 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4389675 The complaint Mr D complains that Starling Bank Limited (Starling) unfairly refused to approve a payment made to his account from an overseas bank account. Mr D wants Starling to refund fees and pay lost interest. What happened In early June 2023, Mr D told Starling that he exp... (2 pages)View decision -
Decision Reference DRN-4538502
1 Feb 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4538502 The complaint Mr N complains Wise Payments Limited (trading as Wise) closed his account and sent money that had been paid into his account back to source, which caused him a financial loss. What happened Mr N had an account with Wise which he used to trade in cryptocurrencies. ... (5 pages)View decision -
Decision Reference DRN-4594540
1 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4594540 The complaint Mr E complains about how Santander UK Plc dealt with his chargeback dispute and his claim under section 75 of the Consumer Credit Act 1974 concerning his booking of a hotel which he said was of poor quality. What happened In February 2023 Mr E booked a holiday in ... (4 pages)View decision -
Decision Reference DRN-4474591
1 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4474591 The complaint Mr M complains about Aviva Insurance Limited’s (“Aviva”) handling of his claim under his home insurance policy. In particular, he complains about the delay in carrying out repairs and about their decision to decline part of his claim. What happened The background ... (5 pages)View decision -
Decision Reference DRN-4594598
1 Feb 2024 Investec Wealth & Investment Limited UpheldInvestmentsDRN-4594598 The complaint Mr and Mrs H complain that Investec Wealth & Investment Limited (“Investec”) charged fees for a financial planning service that it didn’t deliver and that it provided poor customer service which led to a delay in their investment taking place. They want Invest... (7 pages)View decision -
Decision Reference DRN-4321456
1 Feb 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4321456 The complaint Mrs B and Mr V complain that The Co-operative Bank Plc (trading as Platform) didn’t treat them fairly when they asked for a concession for their mortgage. They ask for compensation. What happened Mrs B and Mr V had a residential mortgage with Platform. They’d move... (3 pages)View decision -
Decision Reference DRN-4532390
1 Feb 2024 One Insurance Limited UpheldInsuranceDRN-4532390 The complaint Ms M complains about the way One Insurance Limited (“One”) investigated a claim under her car insurance policy. What happened Ms M had a car insurance policy with One. In May 2022 a third-party driver collided with her car which was parked at in a car park. The th... (2 pages)View decision -
Decision Reference DRN-4520056
1 Feb 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4520056 The complaint Mrs J complains that Marks & Spencer Financial Services Plc trading as M&S Bank have charged her a monthly premium for travel insurance as part of her M&S Club Rewards which she wasn’t aware she was paying for. What happened In 2009 Mrs J signed up for... (3 pages)View decision
