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 4569 results
-
Decision Reference DRN1813880
18 Feb 2015 Barclays Bank Plc UpheldBanking and creditMr T complains about default information Barclays Bank Plc (trading as Barclaycard) recorded on his credit file in May 2010. He believes the date of default should be recorded earlier, when he first received notification in December 2009. Barclaycard acknowledges that it sent Mr T... (2 pages)View decision -
Decision Reference DRN4120477
30 Sep 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMr B complains that The Royal Bank of Scotland Plc (“RBS”) failed to credit a payment to his credit card which affected his credit profile and in turn his ability to obtain credit elsewhere.Mr B is a director of a limited company and this complaint is linked to a separate complaint by ... (2 pages)View decision -
Decision Reference DRN3203635
8 Feb 2018 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Miss S is un happy with the way Markerstudy Insurance Company Limited has dealt with a claim on her motor insurance policy. backgroundA third party alleged Miss S was involved in an accident in February 2017 with a bus. A passenger on the bus has lodged a personal ... (2 pages)View decision -
Decision Reference DRN1980462
5 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditB, a community association, complains that National Westminster Bank Plc credited a payment to its account that was due for its treasurer.backgroundThe treasurer of B had registered for mobile banking with NatWest to access the accounts of B. A business client of the treasurer wanted to ma... (2 pages)View decision -
Decision Reference DRN4166999
3 Dec 2018 Santander UK Plc Not upheldBanking and creditMr L complains that Santander UK Plc won’t refund to him the money that he paid for a car to be released from a compound. His complaint is made against Santander under the chargeback rules and section 75 of the Consumer Credit Act 1974. backgroundMr L says that hi... (2 pages)View decision -
Decision Reference DRN2216267
14 Nov 2019 National Savings and Investments Not upheldBanking and creditMr H is unhappy with the service that National Savings and Investments (NS&I) provided in a telephone call. Mr H complains that NS&I wouldn’t provide him with information over the telephone unless he registered for its online and phone service. backgroundMr H called NS&I to fin... (2 pages)View decision -
Decision Reference DRN5410771
20 Dec 2016 Al Rayan Bank PLC Not upheldBanking and creditMr S, Mrs N and Miss S have complained that Al Rayan Bank PLC (“the bank”) withdrew the offer of a Home Purchase Plan (HPP). They are asking the bank to reimburse all the expense they incurred as a result. Mr S has dealt with the complaint throughout.backgroun... (2 pages)View decision -
Decision Reference DRN-5726601
20 Aug 2025 Idealing.com Limited UpheldPensions and AnnuitiesDRN-5726601 The complaint Mrs G is the member and beneficiary of a Guernsey-based Qualifying Recognised Overseas Pension Scheme (QROPS) with Bourse Pension Trustees Limited, which contained an iDealing.com Limited (“iDealing”) share account. She raises two main heads of complaint: 1. De... (20 pages)View decision -
Decision Reference DRN0333080
6 Sep 2019 MoneyGram International Limited Not upheldBanking and creditMrs L, through her representative, complains that MoneyGram International Limited didn’t follow her instructions when she asked it to transfer €1,000 to her friend’s account. backgroundOn 23 September 2018 Mrs L sent €1,000 to her friend’s account via MoneyGram. Her friend also sent the sa... (2 pages)View decision -
Decision Reference DRN-5497214
17 Sep 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5497214 The complaint Mr S complains about the way J D Williams & Company Limited (‘JDW’) handled his application for a credit account. What happened The background to this complaint is well known by both parties so I’ll only summarise them here. In November 2024, Mr S applied ... (2 pages)View decision
