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 365360 results
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Decision Reference DRN-5118423
15 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5118423 The complaint Mr O is complaining about Clydesdale Bank Plc trading as Virgin Money because it declined to refund money he says was lost as a result of fraud. What happened In October 2023, Mr O agreed to purchase a number of used solar panels from Company A – I’ve not used ... (3 pages)View decision -
Decision Reference DRN-5110369
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5110369 The complaint Mrs D complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened In late 2022 Mrs D saw an advertisement for a cryptocurrency investment opportunity on a social media site, which was promoted by a well-... (5 pages)View decision -
Decision Reference DRN-5252548
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5252548 The complaint Mr S is complaining about the way that National Westminster Bank Plc (‘NatWest’) handled a chargeback claim and a claim under Section 75 of the Consumer Credit Act 1974 (‘section 75’). What happened Mr S booked a flight with an airline company I will refer to ... (4 pages)View decision -
Decision Reference DRN-4831937
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4831937 The complaint Miss R complains that National Westminster Bank Plc (‘NatWest’) won’t refund her in relation to four payments she made. What happened In October 2023, Miss R purchased two train tickets. These were for £79.89 and £42.50 and were paid for using her debit card. ... (3 pages)View decision -
Decision Reference DRN-5219887
14 Jan 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5219887 The complaint Mr P complains that the credit limit on his British Airways American Express Credit Card provided by American Express Services Europe Limited (“AESEL”) was reduced when he applied for a business credit card. What happened On 16 April 2024 Mr P applied for a Bri... (2 pages)View decision -
Decision Reference DRN-5243418
14 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243418 The complaint The estate of Mrs H (“the estate”) is unhappy that Barclays kept a large sum of money owned by the estate in a non-interest-bearing account. This complaint is brought to this service by the sons of Mrs H, in their roles as the executors of their late mother’s e... (3 pages)View decision -
Decision Reference DRN-5213662
14 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5213662 The complaint Mr D complains that funds transferred between his accounts with Barclays Bank UK PLC trading as Barclaycard took two days to reflect, causing him issues with paying for a flight and financial loss. What happened On 31 August 2024 Mr D made a transfer of £2,302.... (2 pages)View decision -
Decision Reference DRN-5256147
14 Jan 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5256147 The complaint Mrs T has complained about St Andrew's Insurance Plc trading as Halifax. She isn’t happy about the way it dealt with a claim under her home insurance policy. For ease of reading any reference to St Andrew’s includes its agents. What happened I looked at th... (3 pages)View decision -
Decision Reference DRN-5225169
14 Jan 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5225169 The complaint Mr C complains that Dignity Funerals Limited won’t provide a refund of his pre-paid funeral plan that was transferred to Dignity from another provider. What happened Mr C took out a funeral plan in 2020 with a company I’ll call “E”. The plan cost around £3,100... (2 pages)View decision -
Decision Reference DRN-5225168
14 Jan 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5225168 The complaint Mrs C complains that Dignity Funerals Limited won’t provide a refund of her pre-paid funeral plan that was transferred to Dignity from another provider. What happened Mrs C took out a funeral plan in 2020 with a company I’ll call “E”. The plan cost around £3,2... (2 pages)View decision
