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 119923 results
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Decision Reference DRN-5410051
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5410051 The complaint Mr G complains Revolut Ltd didn’t do enough to help him when he shared the fact that he has a gambling problem. What happened Mr G has told us that he has a gambling problem for a few years and at the time of this complaint had been in recovery for approximatel... (4 pages)View decision -
Decision Reference DRN-5408704
19 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5408704 The complaint Mr J complains Barclays Bank UK PLC trading as Barclaycard haven’t allowed him to view his credit card account via online banking. What happened Mr J says Barclaycard emailed him about taking out a credit card with a company, who I’ll refer to as “A”. Mr J say... (5 pages)View decision -
Decision Reference DRN-5291386
19 Mar 2025 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5291386 The complaint Mr O complains Al Rayan Bank PLC made a mishandled a partial ISA transfer and hasn’t compensated him fairly for this. What happened Mr O has an ISA with Al Rayan Bank. He requested a partial transfer of his ISA to another provider – in order to earn a better ra... (2 pages)View decision -
Decision Reference DRN-5409751
19 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5409751 The complaint Mrs B complains that Nationwide Building Society didn’t do enough to help her when she told it about a dispute she had with a merchant, over services paid for using her Nationwide credit card. What happened Mrs B purchased a seven-night stay at a hotel in turke... (4 pages)View decision -
Decision Reference DRN-5268265
19 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5268265 The complaint Mr S, who is represented by a third party, complains that Bank of Scotland plc (‘BoS’) acted irresponsibly when it agreed to provide him with an overdraft facility and then went on to increase the level of credit. He says BoS failed to take into account his rel... (4 pages)View decision -
Decision Reference DRN-5035585
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5035585 The complaint Mr D complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr D found an advert for an investment company on social media who turned out to be a scam. He had to pay into the ‘investment’ thr... (7 pages)View decision -
Decision Reference DRN-5394053
19 Mar 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5394053 The complaint Mr B complains about the service he received from Sainsbury’s Bank Plc (“Sainsbury’s Bank”) in relation to his credit card account. What happened Mr B held a credit card account with Sainsbury’s Bank. He had held the account for many years and says that he alw... (5 pages)View decision -
Decision Reference DRN-5274855
19 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5274855 The complaint Mr L complains that N.I.I.B Group Limited trading as Northridge Finance (‘Northridge’) irresponsibly entered into a hire purchase agreement with him. He says Northridge failed to take reasonable steps to ensure he could make repayments under the agreement susta... (5 pages)View decision -
Decision Reference DRN-5408327
19 Mar 2025 DTE Risk and Financial Management Limited UpheldPensions and AnnuitiesDRN-5408327 The complaint Ms T is represented. In 2018 she had two Standard Life (‘SL’) Personal Pensions (‘PPs’) – one was a Group Personal Pension (‘GPP’) and the other was a Flexible Retirement Plan (‘FRP’). She says DTE Risk and Financial Management Limited trading as DTE Financial... (9 pages)View decision -
Decision Reference DRN-5409202
19 Mar 2025 Clydesdale Bank Plc UpheldInvestmentsDRN-5409202 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money failed to give an explanation in timely manner to a query he had regarding a transaction on his stocks and shares ISA. What happened Mr D has a stocks and shares ISA with Virgin Money. Mr D called ... (3 pages)View decision
