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 634 results
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Decision Reference DRN-3583166
7 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3583166 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happened Mr C and his wife entered in... (4 pages)View decision -
Decision Reference DRN-3339588
16 Jun 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3339588 The complaint Mrs M complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund to her the money that she paid for some holiday club points. Mrs M is being represented in this complaint by a professional adviser. What happened Mrs M and her husband had some holida... (3 pages)View decision -
Decision Reference DRN-5831576
30 Sep 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5831576 The complaint Miss M complains that a car that was supplied to her under a conditional sale agreement with Moneybarn No.1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. What happened A used car was supplied to Miss M under a conditional sale agreement with Mo... (3 pages)View decision -
Decision Reference DRN-3585395
23 May 2023 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-3585395 The complaint Mr P complains that American Express Services Europe Limited, trading as American Express, won’t refund to him the payment that he and his wife made for a holiday product. He’s being represented in his complaint by a claims management company. What happened Mr P a... (4 pages)View decision -
Decision Reference DRN-5435342
28 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5435342 The complaint Mr W had a bank account and credit card with Lloyds Bank plc. Lloyds changed the address on Mr W’s accounts without his authority, then closed the bank account. Mr W finds this unacceptable, wants an explanation and additional compensation. What happened Mr W c... (4 pages)View decision -
Decision Reference DRN-5268275
10 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5268275 The complaint Mr O complains that a car that was supplied to him under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr O under a conditional sale... (3 pages)View decision -
Decision Reference DRN9742298
26 Jun 2015 Leek United Building Society Not upheldBanking and creditMr R complains that Leek United Building Society unfairly declined his mortgage applications and did not fully or fairly evaluate his complaint.backgroundIn 2013 and 2014 Mr R made re-mortgage applications to the society relating to two tenanted properties. He says th... (4 pages)View decision -
Decision Reference DRN4170643
21 Nov 2013 Skandia Life Assurance Company Limited Not upheldInvestment and pensionsMr D’s complaint originates from Skandia Life Assurance Company Limited (Skandia) incorrectly calculating the total unit value of his pension fund on a statement produced in April 2012. Because of that error, the overall unit value was overstated and not consistent with the quoted tra... (3 pages)View decision -
Decision Reference DRN-3542698
6 Jul 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3542698 The complaint Mrs M complains that Lloyds Bank plc won’t refund to her the money that she and her husband paid for an ownership interest in a holiday club. She’s being represented in her complaint by a claims management company. What happened Mrs M and her husband entered into ... (5 pages)View decision -
Decision Reference DRN-3583119
6 Jun 2023 MBNA Limited Not upheldBanking and PaymentsDRN-3583119 The complaint Mr M complains that MBNA Limited won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happened Mr M and his wife entered into a purchase agreement in Octobe... (4 pages)View decision
