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 4755 results
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Decision Reference DRN-5006676
14 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5006676 The complaint Mr W complains about a number of administrative errors made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) made in relation to a Personal Contract Plan (‘PCP’ or the ‘agreement’). What happened Mr W purchased a car using a PCP taken out with MBFS in Se... (3 pages)View decision -
Decision Reference DRN-4492953
7 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4492953 The complaint Mr D has complained that Barclays Bank UK PLC (“Barclays”) failed to protect him after he became the victim of a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key... (4 pages)View decision -
Decision Reference DRN7452018
21 Jul 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)This complaint concerns the sale of a payment protection insurance (PPI) policy taken out in 1999 in conjunction with a credit card. Mr W says that The Royal Bank of Scotland Plc, (“RBS”) mis-sold the policy.backgroundAn adjudicator at this service has considered Mr W’s complaint and r... (3 pages)View decision -
Decision Reference DRN7510011
31 May 2016 Barclays Bank Plc Not upheldBanking and creditMrs E complains that Barclays Bank Plc mis-sold her two packaged bank accounts.backgroundMrs E’s account was a free current account before it was first upgraded to an Additions account in 1999. It was again upgraded to an Additions Plus account in 2007.Mrs E complaine... (3 pages)View decision -
Decision Reference DRN-3880928
28 Feb 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3880928 The complaint Mr H complains that The Co-operative Bank Plc (‘Co-op’) caused him to miss a credit card payment and wrongly told him that it intended to record that late payment with the credit reference agencies. What happened Mr H held a credit card with Co-op. He says that h... (5 pages)View decision -
Decision Reference DRN-2919285
25 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2919285 The complaint Mr U complains that Monzo Bank Ltd did not help him recover money he’d deposited into an online trading account which he says turned out to be a scam. What happened In June 2019 Mr U saw an online advertisement for a firm, which said it provided a trading platform... (3 pages)View decision -
Decision Reference DRN-4407561
3 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4407561 The complaint Mr H has complained that there were delays in Barclays Bank UK Plc sending him a redemption statement for his mortgage. Mr H also says that Barclays delayed in telling him that a charge in favour of a third party (which I will call N&P) was unrelated to his Ba... (4 pages)View decision -
Decision Reference DRN-1602584
20 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1602584The complaintMrs H complains that Nationwide Building Society didn’t notify her before the end of the 12- month term of her Flex Regular Online Saver account. And that Nationwide failed to cancel a standing order to the account. She says this caused her to lose interest after th... (3 pages)View decision -
Decision Reference DRN-5726325
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726325 The complaint Mr H says Barclays Bank UK PLC’s IT outage meant he couldn’t buy a car and has suffered a loss as he can’t buy the same car for the same price. What happened Barclays had an IT outage over the weekend of 31 January to 2 February 2025. Mr H had won an online ... (4 pages)View decision -
Decision Reference DRN-4574183
24 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4574183 The complaint Miss A complains that U K Insurance Limited (“UKI”) mishandled her motor insurance policy. What happened Much of the subject matter of the complaint is a hatchback car first registered in 2004. The most recent V5 registration document for the car is dated August 2... (4 pages)View decision