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 367928 results
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Decision Reference DRN-5172130
30 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5172130 The complaint Mr M complains Barclays Bank UK PLC blocked his account when he tried to make a payment to a known payee. He’s also unhappy with the poor service when he tried to resolve the issue. What happened On 21 June 2024, Mr M attempted to make a payment, but it was hel... (4 pages)View decision -
Decision Reference DRN-5178516
30 Dec 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5178516 The complaint Miss E complains that PayPal UK Ltd failed to credit her account with refunds she received from a merchant and that as a result the balance showing on her account was incorrect. What happened Miss E complains about the amount shown as owing on her PayPal Credit... (2 pages)View decision -
Decision Reference DRN-5203541
30 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5203541 The complaint Mrs F complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has undervalued her vehicle following an accident and that it failed to provide her with a courtesy car that she was entitled to under her policy. What happened Mrs F’s vehicle was written o... (3 pages)View decision -
Decision Reference DRN-5191811
30 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5191811 The complaint Miss W complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss W applied for an Aqua credit card in August 2021. In her application, Miss W gave an incom... (3 pages)View decision -
Decision Reference DRN-5108784
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5108784 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) held him liable for a failed cash withdrawal. What happened Mr R explained that whilst on holiday he used an automated teller machine (ATM) to check how much it would cost to withdraw some cash. Mr R said he didn’t r... (2 pages)View decision -
Decision Reference DRN-5092106
30 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5092106 The complaint Miss A complains that Barclays Bank UK PLC blocked and closed her accounts with it and then delayed releasing funds to her. What happened Miss A held a current account and a savings account with Barclays. She also held a joint savings account with a family memb... (2 pages)View decision -
Decision Reference DRN-5118669
30 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5118669 The complaint Mr W complains that National Westminster Bank Plc – trading as Ulster Bank (“Ulster Bank”) won’t refund the money he lost when he fell victim to an investment scam. Mr W’s complaint has been brought by a professional representative but I’ll only refer to Mr W i... (6 pages)View decision -
Decision Reference DRN-5192895
30 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5192895 The complaint Mr S complains about how HDI Global Specialty SE (“HDI”) declined a claim for flood damage and cancelled his home insurance policy. Mr S is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr S had a home insurance policy w... (3 pages)View decision -
Decision Reference DRN-5189817
30 Dec 2024 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5189817 The complaint Mr B is unhappy about the service provided by Tesco Personal Finance Limited trading as ‘Tesco’ in connection with an ISA* transfer. *Individual Savings Account. What happened Mr B opened a Fixed Rate ISA account with Tesco on 1 June 2023. Tesco received a T... (4 pages)View decision -
Decision Reference DRN-5146042
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5146042 The complaint Miss L complains that Monzo Bank Ltd (“Monzo”) failed to refund transactions she didn’t recognise, leading to a reduction in her credit rating. What happened In early January 2024, Miss L noticed three transactions had been made from her Monzo account to a soci... (4 pages)View decision
