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 364422 results
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Decision Reference DRN-4910155
13 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4910155 The complaint Ms D has complained that Wise Payments Limited won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In late 2023, Ms D fell victim to a cruel job scam. S... (2 pages)View decision -
Decision Reference DRN-4812424
13 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4812424 The complaint A company which I’ll call ‘S’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on S’s behalf by its director, Ms K. What happened S held an account with Barclays in its own name. It also hel... (4 pages)View decision -
Decision Reference DRN-4415033
13 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4415033 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5039467
13 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5039467 The complaint Mr O complains Barclays Bank UK PLC (“Barclays”) closed his account abruptly without notice nor explanation. And in doing so, removed his overdraft and demanded payment. Mr O says Barclays’ actions have caused him significant financial strain. And Barclays shou... (3 pages)View decision -
Decision Reference DRN-5168834
13 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5168834 The complaint Mr J complains that Barclays Bank Plc trading as Barclaycard (Barclays) haven’t provided him with data he’s requested. And they’ve prevented him acquiring information in support of his complaint. What happened In November 2021 Mr J said he received a letter pr... (5 pages)View decision -
Decision Reference DRN-5181897
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5181897 The complaint Mr D complains that HSBC Bank Plc (HSBC) didn’t inform him of his account being frozen after HSBC had contact from his local authority regarding his mental capacity. What happened In March 2024, HSBC received a letter from Mr D’s local authority stating Mr D la... (2 pages)View decision -
Decision Reference DRN-4656076
13 Dec 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4656076 The complaint Mr S has complained about Ikano Bank AB (publ)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (‘s.140A’) of the CCA. ... (4 pages)View decision -
Decision Reference DRN-5060932
13 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5060932 The complaint Mr G, a sole trader, complains that West Bay Insurance Plc (West Bay) unfairly avoided his Commercial Vehicle Insurance policy and declined his claim. There are a number of different parties involved in this complaint, but for ease of reading, I’ll only refer ... (3 pages)View decision -
Decision Reference DRN-5105931
13 Dec 2024 Scottish Widows Limited Not upheldInvestmentsDRN-5105931 The complaint Mrs J complains that Scottish Widows Limited (‘SWL’) have been unable to locate the policy details of a life cover plan she believes is held with them which could be used to pay off her mortgage. Mrs J would now like SWL to find the policy and pay her the benefi... (6 pages)View decision -
Decision Reference DRN-5015452
13 Dec 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5015452 The complaint Mr L complains that National Westminster Bank Plc sold him a mortgage that was unsuitable for him because he wasn’t told how overpayments towards the mortgage would be applied. What happened In May 2022 Mr L applied for a mortgage with NatWest. He borrowed arou... (4 pages)View decision
