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-5629011
17 Jun 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5629011 The complaint Miss M is complaining about the quality of a vehicle supplied to her by Oodle Financial Services Limited (Oodle). What happened In March 2024, Miss M acquired a vehicle via a hire purchase agreement with Oodle. She part-exchanged a previous vehicle for £1,350 a... (6 pages)View decision -
Decision Reference DRN-5585956
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5585956 The complaint Ms B complains about the service received from Barclays Bank UK PLC (“Barclays”) when trying to access funds held in a dormant account. In particular, Ms B is unhappy with the communication from Barclays regarding what was required to action this stating that i... (4 pages)View decision -
Decision Reference DRN-5627033
17 Jun 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5627033 The complaint Mr and Mrs F complain that Barclays Bank UK PLC increased the monthly payments on their mortgage even though interest rates had reduced. What happened Mr and Mrs F have an offset mortgage with Barclays, with around two years on the term left. They also have a l... (7 pages)View decision -
Decision Reference DRN-5628137
17 Jun 2025 Invesco Fund Managers Limited UpheldInvestmentsDRN-5628137 The complaint Mr L complains that Invesco Fund Managers Limited (“Invesco”) unfairly delayed the transfer of his stocks and shares ISA to another provider, who I’ll refer to as “C”. Mr L also referred a complaint about C’s involvement in his ISA transfer to our service. My ... (5 pages)View decision -
Decision Reference DRN-5330420
17 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5330420 The complaint Mr P complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr P fell victim to an investment scam and made the following payments from his Revolut account: Date Amount Payment type 09/06/2023 £3,000 Card payment to crypto 09/06... (2 pages)View decision -
Decision Reference DRN-5628028
17 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5628028 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (29 pages)View decision -
Decision Reference DRN-5627992
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5627992 The complaint Miss W is unhappy with how Santander UK Plc (Santander) handled her claim. What happened Miss W purchased dog harnesses from a supplier I shall call F on 2 March 2024. This was paid on her Santander credit card. These harnesses were ordered at custom sizes b... (5 pages)View decision -
Decision Reference DRN-5290116
17 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5290116 The complaint Mr C and Mrs C are unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) settled a claim made under their motor insurance policy. Any references to Admiral include its agents. Mrs C is the policyholder but brought the complaint with Mr C, and he’s p... (3 pages)View decision -
Decision Reference DRN-5628473
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5628473 The complaint Miss W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss W m... (5 pages)View decision -
Decision Reference DRN-5628129
16 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5628129 The complaint Mr A is unhappy with the service he received from Santander UK Plc surrounding an application he made to them for a new credit card account. What happened Mr A applied for a Santander credit card account and submitted his driving license and a council tax bill... (5 pages)View decision
