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 4037 results
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Decision Reference DRN-4521829
18 Dec 2023 Wise Payments Limited Not upheldBanking and PaymentsDRN-4521829 The complaint Mr B complains that Wise Payments Limited (trading as Wise) refuses to refund the money he lost to an investment scammer. Mr B is represented by a third party, but for ease of reading, I’ll refer to all submissions as having come from him directly. What happened A... (3 pages)View decision -
Decision Reference DRN0719449
11 Feb 2016 Barclays Bank Plc UpheldBanking and creditMr V complains about Barclays Bank Plc in relation to a bank transfer. Mr V believed he was sending money to his business partners’ account overseas but ended up sending funds to a third party. Mr V wants Barclays to refund him the money he has lost.backgroundOn 2... (2 pages)View decision -
Decision Reference DRN5774563
17 Apr 2014 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestment and pensionsMr and Mrs G have complained about three endowment policies which they were advised to take out by Sun Life Assurance Company of Canada (U.K.) Limited in 1993, 1997 and 2000. They say that all three polices are unsuitable for them because: They were not made fully aware of the... (4 pages)View decision -
Decision Reference DRN5224299
23 Aug 2013 Barclays Bank Plc Not upheldBanking and creditMr K complains that Barclays Bank Plc (“Barclaycard”) declined to refund him the value of debit transactions made on three credit card accounts. Mr K says he did not authorise these transactions. Three credit transactions made to the accounts for a sizeable total sum are also disputed.ba... (3 pages)View decision -
Decision Reference DRN-3551981
20 Jun 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3551981 The complaint Mr F complains that Tesco Personal Finance Plc won’t refund payments he made using his credit card towards an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the k... (4 pages)View decision -
Decision Reference DRN-2286337
5 Nov 2020 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2286337 The complaint Ms K is represented in this complaint by her solicitor, to whom she has granted a power of attorney. Her complaint is that National Westminster Bank Plc has been ignoring correspondence from both of them. What happened Several years ago Ms K executed a power of at... (3 pages)View decision -
Decision Reference DRN3112391
13 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr D complains that Barclays Bank UK PLC has reported information about him to CIFAS, the UK’s fraud alert service, and that the bank closed his account. He thinks this is unfair. backgroundMr D held an account with Barclays. On 22 April 2017, his account was credited with £2,000 through a... (4 pages)View decision -
Decision Reference DRN-2240394
19 Oct 2020 Startline Motor Finance Limited UpheldConsumer CreditDRN-2240394 The complaint Mr F complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (“Startline”). What happened I issued my provisional decision on this complaint in August 2020. I explained that I was expecting to uphold the... (5 pages)View decision -
Decision Reference DRN-4425466
18 Nov 2023 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4425466 The complaint Mr B complains BMW Financial Services(GB) Limited (BMWFS) supplied him with a car that he believes wasn’t of satisfactory quality. Mr B is represented by his wife but for the purposes of this decision, I will refer to Mr B only as he’s the agreement holder. What ... (3 pages)View decision -
Decision Reference DRN-1713600
4 Jun 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1713600The complaintMr E complains Barclays Bank UK PLC (trading as Barclaycard) returned a third party’s payment made to Mr E’s credit card account in error, without his authority. What happenedIn October 2019, another bank acting on behalf of a third party, who I’ll refer to as P, ma... (4 pages)View decision
