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 121115 results
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Decision Reference DRN-5265293
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5265293 The complaint Miss L is unhappy with the support that she’s received from Barclays Bank UK PLC after she told them about a medical issue that was affecting her. What happened Miss L has a credit account with Barclays. In August 2024, Miss L contacted Barclays and explained t... (3 pages)View decision -
Decision Reference DRN-5219428
18 Feb 2025 Western Provident Association Limited UpheldInsuranceDRN-5219428 The complaint Mr B and Mrs B have complained about the decline of a claim and the service received from Western Provident Association Limited (WPA). What happened Mr B and Mrs B joined Mrs B’s employer’s private medical insurance scheme on 1 January 2022. The policy was unde... (3 pages)View decision -
Decision Reference DRN-5340356
18 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5340356 The complaint A is a company, and it has brought this complaint through its director. A’s complaint is that, because of an error on the part of National Westminster Bank Plc, it was unable to reschedule a loan. As a result, the loan was defaulted and the bank took the decisi... (3 pages)View decision -
Decision Reference DRN-5339893
18 Feb 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5339893 The complaint Mrs T complains that Tesco Personal Finance Limited (which I’ll call “Tesco Bank”) has not paid her claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In or around August 2019 Mrs T and her husband booked a diving holiday with ... (4 pages)View decision -
Decision Reference DRN-5014613
18 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5014613 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a cryptocurrency investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr A says that he received an unexpected phone call on Wh... (12 pages)View decision -
Decision Reference DRN-5072107
18 Feb 2025 abrdn Client Management Limited UpheldInvestmentsDRN-5072107 The complaint Mrs P complains that abrdn Client Management Limited (“abdrn”) took too long to act on her instruction to transfer her stocks and shares ISA to a new provider. What happened Mrs P gave authority to her chosen new provider to transfer her stocks and shares ISA f... (2 pages)View decision -
Decision Reference DRN-5338432
18 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5338432 The complaint Miss A complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (8 pages)View decision -
Decision Reference DRN-5339482
18 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5339482 The complaint Miss B is complaining about Starling Bank Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, on 10 June 2024, Miss B fell victim to a cruel scam. She received a number of emails earlier in the day from various websit... (4 pages)View decision -
Decision Reference DRN-5336549
18 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5336549 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisio... (5 pages)View decision -
Decision Reference DRN-5147184
18 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5147184 The complaint Mr P is being represented by solicitors. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel investment scam. He says he responded to an online advert offerin... (6 pages)View decision
