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 122404 results
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Decision Reference DRN-5630486
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5630486 The complaint Ms B complains that Barclays Bank UK PLC (“Barclays”) notified her of its intention and later closed her account. And by doing so, has failed to reasonably consider her circumstances. Ms B is also unhappy about how long Barclays took to release her account bala... (9 pages)View decision -
Decision Reference DRN-5630359
17 Jun 2025 Nova Insurance Limited UpheldInsuranceDRN-5630359 The complaint A limited company, which I will refer to as Y, has complained about charges made by Nova Insurance Limited in relation to a motor insurance policy. Mr L, as a director of Y, has brought the complaint on its behalf. What happened In April 2024, Nova, acting as a... (3 pages)View decision -
Decision Reference DRN-5630064
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5630064 The complaint Mr H complains that Santander UK Plc will not refund a payment he made using his credit card, even though he did not receive the services he had paid for. What happened Mr H booked a rental car from 28 August to 27 September 2023. He paid €656.70 (equivalent to... (4 pages)View decision -
Decision Reference DRN-5630256
17 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5630256 The complaint Ms C complains that Vanquis Bank Limited irresponsibly lent to her. Ms C is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms C herself. What happen... (4 pages)View decision -
Decision Reference DRN-5623520
17 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5623520 The complaint Mrs J complains Red Sands Insurance Company (Europe) Limited has unfairly declined a claim she’s made on her pet insurance policy following treatment for her dog. What happened The background to this complaint is well known to the parties and has been documente... (4 pages)View decision -
Decision Reference DRN-5609872
17 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609872 The complaint Ms C complains about HSBC UK Bank Plc’s (‘HSBC’s’) handling of an international transfer sent with the incorrect details. She thinks HSBC didn’t do enough to return the funds. What happened I issued a provisional decision on this complaint, inviting both partie... (5 pages)View decision -
Decision Reference DRN-5245276
17 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5245276 The complaint Mr I has complained about how Clydesdale Bank Plc dealt with his application to change his buy-to-let (“BTL”) mortgage account to a residential one and borrow extra funds. He’s also unhappy with the way things were handled. What happened Mr I held an existing ... (5 pages)View decision -
Decision Reference DRN-5610426
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5610426 The complaint Miss O has complained that Barclays Bank UK PLC (“Barclays”) has failed to cancel her Avios Rewards package since December 2022. What happened Miss O chose to add an Avios Rewards package to her Premier account in November 2022. In December 2022, Miss O asked t... (3 pages)View decision -
Decision Reference DRN-5610971
17 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5610971 The complaint Mr P is unhappy with how PayPal UK Ltd administered a revolving credit account. What happened Around April 2023 Mr P entered into a revolving credit account ‘PayPal credit’ with PayPal. In September 2024 Mr P purchased a laptop for a cost of £1,479.98 from a c... (4 pages)View decision -
Decision Reference DRN-5508341
17 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5508341 The complaint Mr G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr G applied for an Aqua credit card in November 2020. In his application, Mr G said he was emplo... (3 pages)View decision
