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 157985 results
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Decision Reference DRN-5172693
13 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5172693 The complaint Mr R complains that Barclays Bank UK PLC failed to deal with his request to move his money into an account offering a better rate of interest in 2020. What happened When Barclays responded to Mr R’s complaint, it apologised for not looking into his wish to move... (4 pages)View decision -
Decision Reference DRN-4448442
13 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4448442 The complaint Mr A has complained about the way Ikano Bank AB (publ) (“Ikano”) responded to claims he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”), and an alleged unfair relationship taking into account section 140A (“s.140A”) of the CCA. Wha... (4 pages)View decision -
Decision Reference DRN-5182242
13 Jan 2025 Connells Limited Not upheldMortgagesDRN-5182242 The complaint Mr B and Mr S complained that the mortgage they took out through Connells Limited was supposed to have a five year fixed interest rate period, but they’ve recently found out the fixed rate will end some months short of five years. What happened In 2020, Mr B an... (3 pages)View decision -
Decision Reference DRN-4974959
13 Jan 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4974959 The complaint Mr P has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In January 2023 Mr P complained to Virgin Media that there appeared to be a credit agreement in his name for a mobile handset.... (2 pages)View decision -
Decision Reference DRN-5106978
13 Jan 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5106978 The complaint Mr S has complained Telefonica UK Limited, trading as O2, is holding him liable for a credit agreement for a mobile handset. Mr S says the handset was never delivered to him. What happened In December 2023 after returning a handset as it was the wrong colour, M... (2 pages)View decision -
Decision Reference DRN-5215997
13 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5215997 The complaint Mr O complains Nationwide Building Society registered a fraud marker at Cifas, the national fraud database and wrongly closed his account. He doesn’t think it’s done so fairly. What happened Mr O held an account with Nationwide. On 23 June 2023 it was credited... (3 pages)View decision -
Decision Reference DRN-5215531
13 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5215531 The complaint Miss B complains on behalf of her daughter that Lloyds Bank plc (Lloyds) refused to close her Junior Individual Savings Account (JISA) despite receiving a letter saying that she could. What happened Miss B says that she received a letter in August 2024 stating ... (2 pages)View decision -
Decision Reference DRN-4939729
13 Jan 2025 Telefonica UK Limited UpheldConsumer CreditDRN-4939729 The complaint Ms T has complained Telefonica UK Limited, trading as O2, continued to show an outstanding credit agreement on her credit report despite this having been cancelled. She believes the compensation they offered was inadequate. What happened In September 2023 Ms T ... (2 pages)View decision -
Decision Reference DRN-4837776
13 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4837776 The complaint Mrs L is unhappy that Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened Both parties are familiar with the details of the scam so I will provide only a summary here. It concerns the followin... (4 pages)View decision -
Decision Reference DRN-5254063
13 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5254063 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here in detail. The facts are not in dispute so I w... (7 pages)View decision
