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 128312 results
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Decision Reference DRN-5255912
13 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5255912 The complaint R is a limited company. It complains that Revolut Ltd (‘Revolut’) won’t refund the money it lost as a result of a scam and about the service it received once the matter was reported. It is being represented by one of its Directors who I’ll refer to as ‘Miss T’.... (9 pages)View decision -
Decision Reference DRN-5257224
13 Jan 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5257224 The complaint Mr A is unhappy with the service he’s received from PayPal UK Ltd surrounding a purchase cost reimburse request he made via their Buyer Protection scheme. What happened Mr A purchased an item for £710.10 from a merchant, paying £200 using a gift card and paying... (3 pages)View decision -
Decision Reference DRN-5215302
13 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5215302 The complaint Mr L complains that Barclays Bank UK PLC didn’t honour a transaction for a grocery delivery which was processed in the small hours of the morning. Mr L said he’d already authorised the transaction, and described the impact this failed transaction had on him. Wh... (3 pages)View decision -
Decision Reference DRN-5131214
13 Jan 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5131214 The complaint Ms K complains that The Co-operative Bank Plc restricted her accounts after fraudulent transactions were identified on one of them. It then failed to keep her informed about its investigations and delayed lifting the restrictions. What happened Ms K has a curre... (3 pages)View decision -
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-5241836
13 Jan 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5241836 The complaint Mr N complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational and personal pension schemes into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr N says he wa... (44 pages)View decision -
Decision Reference DRN-5217428
13 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5217428 The complaint Mr D complained that he’d received an unfair settlement on his storm damage claim, and he was unhappy with the level of service he received from Accredited Insurance (Europe) Ltd (“AI”) under his home insurance policy. What happened Mr D made a claim for damage... (3 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-5257087
13 Jan 2025 Leabold Financial Management Ltd UpheldPensions and AnnuitiesDRN-5257087 The complaint Mrs G is unhappy with the service she’s been provided with by Leabold Financial Management Ltd (LFM) since 2019, in particular the review in 2023. And Mrs G has said that she’s felt like the reviews have been more of a tick box exercise. What happened Mrs G ha... (5 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