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 652 results
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Decision Reference DRN2905361
1 Aug 2013 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr N complains that a car that was supplied to him under a hire agreement with Volkswagen Financial Services (UK) Limited (trading as Seat Finance) was misrepresented to him because he cannot achieve the quoted fuel economy.our initial conclusionsThe adjudicator did not recomm... (2 pages)View decision -
Decision Reference DRN6664265
25 Jun 2014 Nationwide Building Society UpheldBanking and creditMr N complains that Nationwide Building Society accepted his instructions to make a payment by bank transfer, but paid the money to the wrong person.backgroundMr N asked the society to pay money from his account to his landlord as a rental payment. He had instructed payment of his rent... (2 pages)View decision -
Decision Reference DRN1327931
17 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank PLC, trading as Barclaycard, will not pay him the compensation that is due to him under EC Regulation as a result of a flight being delayed. His complaint is made against Barclaycard under section 75 of the Consumer Credit Act 1974.backgroundMr D booked... (2 pages)View decision -
Decision Reference DRN-2136024
23 Nov 2020 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2136024 The complaint Mr S complains Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) have caused him difficulties in accessing online banking on his account with them. What happened Mr S came to us as he was unhappy with the Final Response Letter (“FRL”) he’d received from... (2 pages)View decision -
Decision Reference DRN3553239
11 Feb 2019 American Express Services Europe Limited (AESEL) Not upheldBanking and creditMr P complains that American Express Services Europe Limited won’t refund to him the money that he paid for a shower at an exhibition. His complaint is made against American Express under section 75 of the Consumer Credit Act 1974. backgroundMr P used his American Expre... (2 pages)View decision -
Decision Reference DRN1946045
5 Jan 2018 Santander UK Plc UpheldBanking and creditMr B, who is represented by Mrs A, complains that Santander UK Plc defaulted his account.backgroundMr B took out a loan with Santander in 2015 for £15,000 over five years. He fell into arrears and Santander sent Mr B a notice on 13 June 2017. It said: we may regi... (2 pages)View decision -
Decision Reference DRN0513669
3 Mar 2015 AIB Group (UK) Plc Not upheldBanking and creditMrs G complains that AIB Group (UK) plc, trading as First Trust Bank, will not pay compensation to her for a flight that was delayed. Her complaint is made against First Trust Bank under section 75 of the Consumer Credit Act 1974. backgroundMrs G paid £2,401.92 for some flights usin... (2 pages)View decision -
Decision Reference DRN0586134
25 Mar 2020 Cabot Credit Management Group Limited Not upheldBanking and creditMr W complains that Cabot Credit Management Group Limited is asking him to pay a debt that he disputes and which he says is unenforceable. He’s being helped with his complaint by a representative.backgroundCabot says that Mr W had a credit card debt of £1,084.58 that was assigned to it in ... (2 pages)View decision -
Decision Reference DRN-5842285
21 Nov 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5842285 The complaint Business A complains Tide Platform Limited cancelled a payment then blocked its business account. What happened Business A explained Tide blocked its business account and said it required details about a transaction before it would unblock it. A said this meant... (4 pages)View decision -
Decision Reference DRN-3689651
4 Dec 2023 MBNA Limited Not upheldBanking and PaymentsDRN-3689651 The complaint Ms R complains that MBNA Limited won’t refund to her the money that she paid for some holiday club membership points rights. Her husband is also involved in her complaint and she’s being represented by a claims management company. What happened Ms R and her husban... (3 pages)View decision