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 130193 results
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Decision Reference DRN-4943710
12 Sep 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4943710 The complaint Mr B complains that a car supplied to him by MotoNovo Finance Limited under a hire- purchase agreement has a mileage discrepancy that wasn’t disclosed when he got the car. Mr B is assisted in bringing this complaint by a relative who shares his surname. For ea... (5 pages)View decision -
Decision Reference DRN-5019847
12 Sep 2024 Astrenska Insurance Limited UpheldInsuranceDRN-5019847 The complaint Mrs A is unhappy with the settlement offer that Astrenska Insurance Limited (Astrenska) has made on her travel insurance policy. Mrs A is being represented by her daughter, who I’ll refer to as Ms K, on this complaint. Any reference to Astrenska on this complai... (5 pages)View decision -
Decision Reference DRN-4796956
12 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4796956 The complaint Mrs D complains Barclays Bank UK PLC trading as Barclaycard cancelled a repayment plan in error, and unfairly defaulted her credit card account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The f... (2 pages)View decision -
Decision Reference DRN-5019012
12 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5019012 The complaint Mr M and Mrs M complain about a chargeback claim with TSB Bank plc (TSB). What happened Mr M and Mrs M had some work done on their driveway and made two payments by debit card to the limited company concerned: Date Payment Amount 20 October 2023 Visa Debit card... (4 pages)View decision -
Decision Reference DRN-4858066
12 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4858066 The complaint Mr D has complained that Barclays Bank UK PLC (“Barclays”) did not action a bank transfer when he instructed it to. What happened On 28 February 2024 Mr D attempted to make a large payment online to pay for a car he’d won in an auction. As the payment attempts ... (3 pages)View decision -
Decision Reference DRN-4932064
12 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4932064 The complaint Mr D complains about the service provided to him by Barclays Bank UK PLC (’Barclays’) in connection with a Data Subject Access Request (‘DSAR’). What happened In brief, in response to Mr D’s DSAR request, Barclays provided data to Mr D in various different for... (3 pages)View decision -
Decision Reference DRN-4848125
12 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4848125 The complaint Mr N complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr N received a message from an individual claiming to ... (8 pages)View decision -
Decision Reference DRN-5015638
12 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5015638 The complaint Mrs S complains that in failing to authorise a transaction she made on her credit card, Bank of Scotland plc trading as Halifax (Halifax) caused her financial loss. What happened On 10 February 2023, Mrs S made a booking to rent accommodation for an upcoming ho... (4 pages)View decision -
Decision Reference DRN-4837823
12 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4837823 The complaint Miss O complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened On 3 August 2023 Miss O received a phone call claiming to be from HMRC, she was told that someone had committed tax fraud in her name and that she neede... (7 pages)View decision -
Decision Reference DRN-4568592
12 Sep 2024 Close Brothers Limited UpheldConsumer CreditDRN-4568592 The complaint Mr T complains about a car he acquired with credit provided by Close Brothers Limited. What happened In February 2023 Mr T entered into a regulated conditional sale agreement with Close Brothers to finance his purchase of a used car. The car was ten and a half ... (2 pages)View decision