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 344609 results
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Decision Reference DRN-4810219
15 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4810219 The complaint Miss K complains that Bank of Scotland plc trading as Halifax (Halifax) didn’t treat her fairly when she was in financial difficulty. What happened Miss K had a credit card from Halifax. In June 2022, the limit was £3,400 and the balance was £3,114.44. Miss K t... (4 pages)View decision -
Decision Reference DRN-4968617
15 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4968617 The complaint Miss A complains about Santander UK Plc unfairly taking away her remaining overdraft facility. What happened Miss A has a bank account with Santander which has an agreed overdraft. Following a technical error by Miss A at the end of 2022, her overdraft was red... (6 pages)View decision -
Decision Reference DRN-4968317
15 Aug 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4968317 The complaint Mr and Mrs W complain that Bank of Scotland plc (trading as Lloyds Bank) didn’t tell them to increase their monthly mortgage payments after interest rates increased. Mr W has dealt with the complaint. He’d like Lloyds to refund the unpaid interest of about £10,... (4 pages)View decision -
Decision Reference DRN-4740991
15 Aug 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4740991 The complaint Mr S complains that TSB Bank plc (‘TSB’) should pay more compensation than offered so far for its admitted poor service when he tried to open an account and to reflect the way it handled his complaint about what happened. What happened Mr S was unable to compl... (4 pages)View decision -
Decision Reference DRN-4846319
15 Aug 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4846319 The complaint Miss L complains that Clydesdale Bank Plc trading as Yorkshire Bank gave her incorrect information about the interest rate product she’s taken on her mortgage account. She says she wanted a fixed interest rate but has ended up with a variable rate. What happene... (3 pages)View decision -
Decision Reference DRN-4769314
15 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4769314 The complaint Mr S is unhappy Revolut Ltd won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr S fell victim to a safe account scam. He received a message which appeared to be from his credit card provider – “A” – asking if he had made a... (7 pages)View decision -
Decision Reference DRN-4727444
15 Aug 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4727444 The complaint Ms S is unhappy that Starling Bank Limited won’t reimburse her after she fell victim to a scam. What happened In September 2023, Ms S received a call which included an automated message saying that she had missed an important letter from HMRC and needed to dis... (5 pages)View decision -
Decision Reference DRN-4744948
15 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4744948 The complaint Ms B has complained that Wise Payments Limited, trading as (“Wise”), failed to protect her from an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise th... (3 pages)View decision -
Decision Reference DRN-4891859
15 Aug 2024 Wakam Not upheldInsuranceDRN-4891859 The complaint Mr and Mrs F are unhappy with how Wakam dealt with their insurance claim after their home was broken into. This complaint involves the actions of agents for whom Wakam is responsible. Any reference to Wakam includes its agents. What happened Mr and Mrs F took... (4 pages)View decision -
Decision Reference DRN-4571445
15 Aug 2024 MBNA Limited UpheldBanking and PaymentsDRN-4571445 The complaint Mr C has complained that MBNA Limited has overcharged him interest, and not fully refunded him. What happened Mr C has a credit card account with MBNA. On 23 July 2023, he contacted MBNA to query why he was being charged interest. The agent said that the purcha... (2 pages)View decision