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-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-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-5491055
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5491055 The complaint E Limited (‘E’), represented by Mr S, complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY , saying the service it provided led to E paying for banking services that were also available free of charge. Mr S is a person authorised to bring this com... (4 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 DRN8662678
24 Mar 2018 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R has complained about U K Insurance Limited’s (UKI) service after he contacted it about claiming on his motor insurance policy.Reference to UKI includes its agents.background Mr R phoned UKI after someone hit his car while it was parked. It seems that a witnes... (3 pages)View decision -
Decision Reference DRN-5711210
22 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5711210 The complaint Mr E complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled his claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, made in about 2011. Someone imported t... (4 pages)View decision -
Decision Reference DRN0704436
14 Mar 2019 Barclays Bank UK PLC Not upheldBanking and creditMr P has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Barclays “Tech Pack” account add-on in 2015. He paid a monthly fee for the Tech Pack which provided several benefits in return.backgroundIn November 2015 Mr P called Barclays to enquire about ... (3 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-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-3591612
12 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3591612 The complaint Ms F has complained that PayPal (Europe) Sarl et Cie SCA won’t refund transactions she says she didn’t make or otherwise authorise. What happened In 2020, Ms F lived with her partner at the time. She explained that he subjected her to financial abuse. He took out ... (4 pages)View decision