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-5205073
23 Dec 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5205073 The complaint Mr A complains that Mulsanne Insurance Company Limited (“Mulsanne”) declined a claim he made on his motor insurance policy following the theft of his vehicle. What happened Mr A held a motor insurance policy, underwritten by Mulsanne. Unfortunately Mr A’s car... (3 pages)View decision -
Decision Reference DRN-5180639
23 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5180639 The complaint Mr M has complained about the way Barclays Bank UK PLC handled a chargeback request. What happened In July 2022, Mr M called Barclays. He wanted to raise chargebacks for a series of transactions where he says the goods were not received. There was a system erro... (2 pages)View decision -
Decision Reference DRN-5228540
23 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5228540 The complaint A company, which I’ll refer to as N, complains that Accelerant Insurance Europe SA/NV UK Branch rejected a claim on its public liability insurance. Miss B, who is a director of N, brings the complaint on N’s behalf. What happened N provides off-road driving exp... (3 pages)View decision -
Decision Reference DRN-5102357
23 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5102357 Complaint Mr A complains that Revolut Ltd has declined to reimburse the money he lost to an investment scam. Background In 2023, Mr A encountered an advertisement on YouTube for an investment opportunity. He had been actively looking for ways to increase his income and decid... (8 pages)View decision -
Decision Reference DRN-5216239
23 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5216239 The complaint Ms B complains Nationwide Building Society (“Nationwide”) closed her accounts without notice nor explanation after it had asked for proof of entitlement for some payments. Ms B says Nationwide’s actions have caused her significant distress and inconvenience. Wh... (2 pages)View decision -
Decision Reference DRN-5047877
23 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5047877 The complaint Mr T complains, through his representative, that NewDay Limited lent to him by approving a card he could not afford to pay off. Mr T says it lent irresponsibly when it increased his credit limits. He wants all interest, fees, and charges plus 8% interest refund... (4 pages)View decision -
Decision Reference DRN-4872971
23 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4872971 The complaint Mrs J complains about the way Barclays Bank UK PLC conducted their Know Your Customer (KYC) review in relation to a business account (the Account) belonging to an unincorporated association - which I’ll refer to as S. What happened On 16 August 2023, in connect... (7 pages)View decision -
Decision Reference DRN-5102988
23 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5102988 The complaint Mrs R and Mr R complain that Nationwide Building Society closed their joint bank account. They’d like their account reopened and compensation for the impact. What happened Mrs R and Mr R had a joint account with Nationwide. On 16 July 2024 Nationwide issued Mrs... (2 pages)View decision -
Decision Reference DRN-5166820
23 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5166820 The complaint Ms E complains about the service she received when she contacted Santander UK Plc to raise a chargeback dispute. What happened Ms E contacted Santander via Chat on 29 August 2024 to ask whether a chargeback covered items which were received but faulty as the on... (2 pages)View decision -
Decision Reference DRN-5223599
23 Dec 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5223599 The complaint Mr B complains about advice given by a partner at St James’s Place Wealth Management Plc (“SJP”) to switch his personal pension to them, which he says was negligent and led to a financial loss. Mr B has also been charged ongoing advice fees but says he’s recei... (8 pages)View decision
