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 369228 results
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Decision Reference DRN-5365943
19 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365943 The complaint Mr C is unhappy with the service he received from Barclays Bank UK PLC surrounding a default that was applied to his account. What happened Mr C had a credit account with Barclays. In 2023, Mr C fell into financial difficulties which had a negative impact on hi... (3 pages)View decision -
Decision Reference DRN-4865081
19 Mar 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4865081 The complaint Mr V complains about a car acquired through a Conditional Sale agreement with Santander Consumer (UK) Plc (‘SCUK’). Mr V has had problems with the car and says these defects would’ve been present when the car was supplied. He said these problems weren’t covered... (4 pages)View decision -
Decision Reference DRN-5408704
19 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5408704 The complaint Mr J complains Barclays Bank UK PLC trading as Barclaycard haven’t allowed him to view his credit card account via online banking. What happened Mr J says Barclaycard emailed him about taking out a credit card with a company, who I’ll refer to as “A”. Mr J say... (5 pages)View decision -
Decision Reference DRN-5359226
19 Mar 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5359226 The complaint Mr P has complained that MetLife Europe d.a.c. (‘Metlife’) has unfairly declined his claim. What happened Mr P has a personal accident policy, underwritten by MetLife. He made a claim following an injury. But MetLife declined the claim as it said Mr P didn’t me... (2 pages)View decision -
Decision Reference DRN-5409903
19 Mar 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5409903 The complaint Miss H complains about a car supplied to her using a conditional sale agreement taken out with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”). What happened In August 2023, Miss H acquired a used car using a conditional sale ag... (4 pages)View decision -
Decision Reference DRN-5291386
19 Mar 2025 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5291386 The complaint Mr O complains Al Rayan Bank PLC made a mishandled a partial ISA transfer and hasn’t compensated him fairly for this. What happened Mr O has an ISA with Al Rayan Bank. He requested a partial transfer of his ISA to another provider – in order to earn a better ra... (2 pages)View decision -
Decision Reference DRN-5251166
19 Mar 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5251166 The complaint Mrs M complains about the actions of Yorkshire Building Society (YBS) after she requested an ISA transfer to another financial services provider who I’ll refer to as B. YBS’s actions caused Mrs M inconvenience, stress, and lost interest. What happened The full ... (3 pages)View decision -
Decision Reference DRN-5409751
19 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5409751 The complaint Mrs B complains that Nationwide Building Society didn’t do enough to help her when she told it about a dispute she had with a merchant, over services paid for using her Nationwide credit card. What happened Mrs B purchased a seven-night stay at a hotel in turke... (4 pages)View decision -
Decision Reference DRN-5268265
19 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5268265 The complaint Mr S, who is represented by a third party, complains that Bank of Scotland plc (‘BoS’) acted irresponsibly when it agreed to provide him with an overdraft facility and then went on to increase the level of credit. He says BoS failed to take into account his rel... (4 pages)View decision -
Decision Reference DRN-5338604
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5338604 The complaint Mr M complains Lloyds Bank PLC should have done more to support him with his compulsive gambling by recognising an increase in gambling transactions and intervening. What happened Mr M explained he had what he described as a ‘serious gambling addiction’ between... (3 pages)View decision
