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 125400 results
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Decision Reference DRN-4216442
15 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4216442 The complaint Ms A and Miss M complain that Santander UK Plc blocked their account when they wanted to send funds to a friend. They would like compensation. Ms A and Miss M are represented by Mr R. What happened The facts which led to Ms A and Miss M bringing their complaint to... (11 pages)View decision -
Decision Reference DRN-4510058
15 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4510058 The complaint Mr M has complained about the service he received from Aviva Insurance Limited when making a claim under his motor insurance policy. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary this co... (3 pages)View decision -
Decision Reference DRN-4591501
15 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4591501 The complaint Mr O complains that TSB Bank plc subjected him to unreasonable questioning when he attempted to withdraw monies from his account, and that the bank staff intimidated and bullied him. What happened Mr O went into a branch of TSB in July 2023. He had received a paym... (3 pages)View decision -
Decision Reference DRN-4606161
15 Feb 2024 PayPal (Europe) S. UpheldBanking and PaymentsDRN-4606161 The complaint Mr A is unhappy that PayPal (Europe) Sarl et Cie SCA failed to refund a purchase he’d made back to his bank account. What happened In December 2020, Mr A purchased some airline tickets at the cost of £2,315.32. He made this purchase through his PayPal account, wit... (3 pages)View decision -
Decision Reference DRN-4589456
15 Feb 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4589456 The complaint Mr C complains that The Co-operative Bank Plc (“Co-op”) did not refund the £51,415 he lost as part of a scam. What happened Mr C was looking to invest his funds in a better paying account than the savings account he held with Co-op at the time. He found a company ... (3 pages)View decision -
Decision Reference DRN-4623751
15 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4623751 The complaint A company I’ll call H complains that Santander UK PLC (Santander) blocked and closed its account, without explaining why. H is represented by one of its directors, Mr H. What happened On 10 February 2022, Santander wrote to H with questions as part of a Know Your ... (3 pages)View decision -
Decision Reference DRN-4450442
15 Feb 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4450442 The complaint A company, which I’ll refer to as T, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments it didn’t make. Miss K, who is a director of T, brings the complaint on T’s behalf. What happened The details of this complaint ... (2 pages)View decision -
Decision Reference DRN-4624906
15 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4624906 The complaint Mr and Mrs C have complained about U K Insurance Limited (UKI). They are not happy about the way it dealt with a subsidence claim over a number of years under their home insurance policy. For ease of reading any reference to UKI includes its agents and I’ve mainly... (4 pages)View decision -
Decision Reference DRN-4587192
15 Feb 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4587192 The complaint Mr S complains that Creation Financial Services Limited closed his account, didn’t provide his points, a free night stay voucher or refund the annual fee. He says Creation should have awarded him an extra 25,000 points. He would like compensation for his losses. W... (4 pages)View decision -
Decision Reference DRN-4521578
15 Feb 2024 Barclays Bank Plc UpheldInvestmentsDRN-4521578 The complaint Mr W complained about Barclays Bank Plc (Barclays). He said he was unable to sell shares he held in his ISA account with Barclays. He said this was because the shares had transferred and been relisted to a different exchange, not supported by Barclays. He said he ... (3 pages)View decision
