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 124111 results
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Decision Reference DRN-5804182
8 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5804182 The complaint Mr N is unhappy that Domestic & General Insurance Plc (“D&G”) declined a repair under his appliance warranty policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Mr N h... (3 pages)View decision -
Decision Reference DRN-5796899
8 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5796899 The complaint Mrs C complains that HSBC UK Bank Plc (“HSBC”) declined to refund a failed cash withdrawal. What happened Mrs C went to her local HSBC branch and withdrew £1,500. The cash, made up of 30 x £50 notes was counted in front of Mrs C. The cashier offered to place th... (4 pages)View decision -
Decision Reference DRN-5803959
8 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5803959 The complaint Mr C complains that the car he acquired through Zopa Bank Limited (“Zopa”) wasn’t of satisfactory quality. The car has now been rejected and collected, but he’s unhappy with the redress and compensation paid by Zopa. What happened Mr C entered a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5777302
8 Sep 2025 First Rate Exchange Services Ltd UpheldBanking and PaymentsDRN-5777302 The complaint Mr B complains First Rate Exchange Services Ltd blocked access to his funds on a travel money card and is unhappy it has failed to release the remaining balance to him. What happened On 17 April 2025 Mr B’s card was restricted, he was contacted the following da... (2 pages)View decision -
Decision Reference DRN-5688559
8 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5688559 The complaint Mr B is unhappy with Nationwide Building Society. Mr B cancelled a standing order only to find a week later Nationwide went ahead and made the payment. Mr B wanted the money back and he asked Nationwide to deal with this via email, so he was upset again when it... (4 pages)View decision -
Decision Reference DRN-5803650
8 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5803650 The complaint Mr N complains about the way in which Barclays Bank UK PLC dealt with a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). The bank operates in this case under its Barclaycard brand. What happened In or around June 2020 Mr N agreed t... (4 pages)View decision -
Decision Reference DRN-5790858
8 Sep 2025 ONMO Limited UpheldBanking and PaymentsDRN-5790858 The complaint Miss H is unhappy that ONMO Limited sent her a text message stating that she hadn’t made the required payment to her account for that month when she already had done. What happened Miss H received a text message from ONMO which said that she hadn’t made her con... (2 pages)View decision -
Decision Reference DRN-5803344
8 Sep 2025 Attivo Financial Limited UpheldPensions and AnnuitiesDRN-5803344 The complaint Mrs G has complained about the advice she received from Attivo Financial Limited (‘Attivo’) in relation to her self-invested personal pension (‘SIPP’) and its failure to provide her with ongoing financial advice thereafter. What happened Mrs G held a SIPP with ... (11 pages)View decision -
Decision Reference DRN-5257912
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5257912 The complaint Mr M complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr M said he saw an online advert f... (5 pages)View decision -
Decision Reference DRN-5767698
8 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5767698 The complaint Mr A complained that Clydesdale Bank Plc trading as Virgin Money should pay more compensation than offered in connection with its admitted poor service after his online banking access was blocked. What happened Virgin Money blocked access to Mr A’s account in ... (6 pages)View decision
