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-4857436
10 Dec 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4857436 The complaint Mr O complains that National Westminster Bank Plc took repossession action following the end of the term on his buy to let mortgage, and added legal costs to his mortgage balance. What happened Mr O had a buy to let mortgage with NatWest, on interest only terms... (4 pages)View decision -
Decision Reference DRN-5137225
10 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5137225 The complaint Mr S complains Bank of Scotland plc trading as Halifax (Halifax) refused to raise a direct debit indemnity claim when asked. What happened Mr S says he visited a branch of Halifax in June 2024 and requested that it raise direct debit indemnity claims for a seri... (3 pages)View decision -
Decision Reference DRN-4898033
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4898033 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr A has explained that in July 2021 he made a payment of £8... (5 pages)View decision -
Decision Reference DRN-5199977
10 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5199977 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to an impersonation scam. What happened On 15 January 2024, Mr S received a call from someone purporting to be from Revolut. Unfortunately, the caller had spoofed Revolut’s genuine ... (9 pages)View decision -
Decision Reference DRN-5197436
10 Dec 2024 IFG Pensions Limited Not upheldPensions and AnnuitiesDRN-5197436 The complaint Mr W’s complaint concerns transfers to a self-invested personal pension (SIPP) provided by IFG Pensions Limited - at the time trading as Sovereign Pension Services (Sovereign) - and the investments made following that transfer. Mr W is represented by a Claims M... (9 pages)View decision -
Decision Reference DRN-5097362
10 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5097362 The complaint Mrs L complains that Santander UK Plc does not provide online access to her son, Mr L, so he can monitor her credit card account. Mr L holds a power of attorney (POA) for Mrs L and has made this complaint on her behalf. I’ll mostly refer to Mr L for ease of rea... (2 pages)View decision -
Decision Reference DRN-5197199
10 Dec 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5197199 The complaint Mr W complains about the actions Vanquis Bank Limited took when he entered into a repayment plan with it for his credit card account. What happened In October 2023, Mr W got in contact with Vanquis because he could no longer afford to make the minimum repaymen... (5 pages)View decision -
Decision Reference DRN-5164276
10 Dec 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5164276 The complaint Mrs C complains about the quality of a car she has been financing through an agreement with Stellantis Financial Services UK Limited (‘Stellantis’). What happened In August 2023 Mrs C took receipt of a three-year-old car with about 37,500 miles on the clock. Sh... (3 pages)View decision -
Decision Reference DRN-4806907
10 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4806907 The complaint Mr D complains about how Barclays Bank UK PLC trading as Barclaycard (“Barclays”) handled a claim he made in relation to a transaction on his credit card. What happened Mr D purchased storage services through a company I’ll refer to as “P”, using his Barclays’ ... (4 pages)View decision -
Decision Reference DRN-5074586
10 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5074586 The complaint Mr K has complained about the price Royal & Sun Alliance Insurance Limited (“RSA”) has charged for his pet insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: In 2019, Mr K took out a pet insurance pol... (3 pages)View decision
