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 363925 results
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Decision Reference DRN-4946357
12 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4946357 The complaint Mr P complains about the quality of a new motorbike he acquired through a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’). Mr P says that the bike wasn’t of satisfactory quality as he has had problems with it since he acquired it. Wha... (4 pages)View decision -
Decision Reference DRN-5387779
12 Mar 2025 Pure Retirement Limited UpheldMortgagesDRN-5387779 The complaint Ms F’s complaint is about a lifetime mortgage she has with Pure Retirement Limited. She is unhappy that Pure wants an adult relative who has moved in with her to sign an occupier’s consent form (OCF), waiving any rights they may have to the property as a reside... (8 pages)View decision -
Decision Reference DRN-5237049
12 Mar 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5237049 The complaint Mr Y is unhappy with Skrill Limited’s decision to close his account and not allow him to withdraw the remaining funds. What happened Mr Y opened an account with Skrill in August 2021 and made deposits into it. In January 2024, Skrill decided to review how Mr ... (3 pages)View decision -
Decision Reference DRN-5346607
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5346607 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard closed his credit card accounts after he’d paid down the outstanding balances. What happened Mr H held two credit card accounts with Barclaycard. Both cards were in persistent debt over a period of... (3 pages)View decision -
Decision Reference DRN-5385597
11 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5385597 The complaint Ms M complains that Wise Payments Limited didn’t do enough to prevent the loss she suffered when she fell victim to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (4 pages)View decision -
Decision Reference DRN-4742502
11 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4742502 The complaint Mr M complains that Wise Payments Limited (“Wise”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in N... (2 pages)View decision -
Decision Reference DRN-5317290
11 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5317290 The complaint Mr S has complained that Vitality Health Limited hasn’t fully covered his treatment under a private medical insurance policy. What happened In July 2023 Mr S received approval from Vitality to see a back specialist. He saw this consultant, who referred him for... (3 pages)View decision -
Decision Reference DRN-4895619
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895619 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected him from losing money he paid to one of Barclays’ customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything ... (2 pages)View decision -
Decision Reference DRN-5091420
11 Mar 2025 Phoenix Life Limited Not upheldInvestmentsDRN-5091420 The complaint Mr C is represented by a claims management company (‘CMC’) in bringing his complaint. The CMC says Phoenix Life Limited (‘Phoenix’) mis-advised him into taking out a unit linked life assurance policy in April 1977 which were unsuitable for his circumstances. I... (3 pages)View decision -
Decision Reference DRN-4784251
11 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784251 Complaint Mr and Mrs R are unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) didn’t reimburse them after they reported falling victim to an investment scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in... (3 pages)View decision
