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 4563 results
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Decision Reference DRN-2711616
26 Mar 2021 Calpe Insurance Company Limited UpheldInsuranceDRN-2711616 The complaint Miss G has complained that Calpe Insurance Company Limited (Calpe) has refused to settle her motor insurance claim. What happened On 15 December 2019 Miss G was involved in and road traffic accident, there were no other parties or vehicles involved and no third pa... (4 pages)View decision -
Decision Reference DRN-3962357
20 Feb 2023 Telefonica UK Limited Not upheldConsumer CreditDRN-3962357 The complaint Mr G complains that Telefonica UK Limited treated him unfairly in relation to his fixed sum loan with it. What happened Mr G entered into a fixed sum loan with Telefonica to finance the purchase of an electronic device in March 2020. I understand he was also provi... (4 pages)View decision -
Decision Reference DRN-4898033
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4898033 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr A has explained that in July 2021 he made a payment of £8... (5 pages)View decision -
Decision Reference DRN9902232
21 Oct 2019 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs F have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them two packaged bank accounts. They paid a monthly fee for the accounts which provided several benefits in return.backgroundMr and Mrs F’s account was opened in 1987. Lloyds’ earliest records show that it was a fee- fr... (5 pages)View decision -
Decision Reference DRN-2693448
18 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2693448 The complaint Mr L complains that Barclays Bank UK PLC trading as Barclaycard will not agree to a charitable write off of his credit card balance and have registered a default. What happened Mr L used a Barclaycard for expenses due to personal circumstances. He had to reduce hi... (4 pages)View decision -
Decision Reference DRN-4535897
5 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4535897 The complaint Miss F complains Nationwide Building Society unfairly refused to refund her unauthorised transactions on her account. What happened In early February 2023 Miss F informed Nationwide there were multiple transactions on her account which she didn’t recognise or auth... (4 pages)View decision -
Decision Reference DRN-4423639
28 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4423639 The complaint Ms J complains that Lloyds Bank PLC (Lloyds) won’t refund the money she lost as a result of a scam. What happened Ms J was looking to invest in an ISA offering better rates of return than she was currently getting with her other bank. She says she clicked on the f... (8 pages)View decision -
Decision Reference DRN-2808045
23 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2808045 The complaint Ms M complains that Barclays Bank UK PLC (Barclays) failed to refund transactions she didn’t recognise. What happened On 9 June 2020 Ms M reported disputed transactions on her account from 7 and 8 June 2020. The disputed transactions related to two betting compani... (4 pages)View decision -
Decision Reference DRN1880616
31 May 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M and Mrs G have complained that The Royal Bank of Scotland Plc (RBS) mis-sold a Royalties packaged bank account to them in 1996. The account charges a monthly fee and provides several benefits in return.backgroundI attach my provisional decision of 29 April 2... (5 pages)View decision -
Decision Reference DRN1738908
7 Jul 2017 TSB Bank plc Not upheldBanking and creditMr B has complained to TSB Bank plc (“TSB”) about being unable to use the Identity Theft Protection service (“ID Theft”) included on his Premier packaged bank account. He’s said, he tried to register for the service shortly after he agreed to the Premier account in ... (5 pages)View decision
