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 364766 results
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Decision Reference DRN-5064918
27 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5064918 The complaint Mr W is being represented by a claims manager. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr W fell victim to a sophisticated job scam, whereby he thought he was paying mon... (4 pages)View decision -
Decision Reference DRN-5289417
27 Jan 2025 Western Circle Ltd UpheldConsumer CreditDRN-5289417 The complaint Mr O complains Western Circle Ltd trading as Cashfloat (“Cashfloat”), unfairly recorded adverse information on his credit file. What happened Mr O took a short-term loan via Cashfloat, with repayments to be collected by Continuous Payment Authority each month.... (3 pages)View decision -
Decision Reference DRN-5229321
27 Jan 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5229321 The complaint Mr and Mrs L have complained about the way Great Lakes Insurance UK Limited handled a claim they made on a travel insurance policy. As it is Mr L leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr L and his fam... (3 pages)View decision -
Decision Reference DRN-5289376
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5289376 The complaint The estate of the late Mrs T complains that Barclays Bank UK PLC made a payment which the estate didn’t specifically authorise. What happened In 2024, Mrs T unfortunately passed away. Barclays used funds in the account to pay her funeral costs, as part of its s... (4 pages)View decision -
Decision Reference DRN-5054865
27 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5054865 The complaint Mr J complains on behalf of his business, D that Santander UK Plc blocked D’s business account on two occasions following a review of the account. Mr J also complains about the inadequate compensation paid to D by Santander in respect of its complaint. What hap... (3 pages)View decision -
Decision Reference DRN-5287031
27 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5287031 The complaint X complains that she suffered a currency exchange rate loss because of the way Nationwide Building Society handled the international payment she made to a relative abroad. What happened In December 2024, I issued my provisional decision on this complaint. I wan... (5 pages)View decision -
Decision Reference DRN-5141713
27 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5141713 The complaint Miss Y complains that Nationwide Building Society rejected her claim under section 75 Consumer Credit Act 1974 in respect of a timeshare product. What happened On 19 September 2023 (‘the Time of Sale’) while on holiday abroad Miss Y and her partner attended a pres... (3 pages)View decision -
Decision Reference DRN-5239351
27 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5239351 The complaint Mr J complains about how esure Insurance Limited (esure) dealt with a claim on his motor insurance. What happened Mr J had motor insurance underwritten by esure. He was involved in an accident which he says wasn’t his fault. The other driver didn’t report this ... (2 pages)View decision -
Decision Reference DRN-5209205
27 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5209205 The complaint Mrs F complains about the cost involved in releasing the charge held by Bank of Scotland plc trading as Halifax on her property, for a mortgage that has since been redeemed. What happened Mrs F took a mortgage with Halifax in 1999 for a property in Northern Ire... (3 pages)View decision -
Decision Reference DRN-5200339
27 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5200339 The complaint Mrs N complains HSBC UK Bank Plc were wrong to default and close her loan account. What happened Mrs N was unhappy to find in June 2024 that HSBC had defaulted her account and later close it as she was behind with payments. She said when she contacted them to r... (2 pages)View decision
