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 3967 results
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Decision Reference DRN3123890
31 Jan 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains about a custom engine build he part paid for using his credit card. He brings his claim against Bank of Scotland plc under section 75 of the Consumer Credit Act 1974.backgroundMr D contacted a supplier to renovate and customise his old engine for a performance car. After ne... (3 pages)View decision -
Decision Reference DRN-4462170
18 Apr 2024 IG Markets Limited UpheldInvestmentsDRN-4462170 The complaint Mr A complains that, following the closure of his spread betting account, IG Markets Limited didn’t allow him to withdraw the cash balance. He says it took around three months before he received the money, even though he was in regular contact with IG Markets, and... (3 pages)View decision -
Decision Reference DRN5462333
16 Apr 2013 UK Insurance Limited UpheldInsurance (excluding PPI)Mr Z’s complaint concerns UK Insurance Limited’s (“UKI”) decision to reject a claim he made under his travel insurance policy following a theft at his holiday accommodation. The rejection was on the grounds that there was no evidence of violent and forcible entry to the property and so... (2 pages)View decision -
Decision Reference DRN-5073115
11 Oct 2024 Close Brothers Limited UpheldConsumer CreditDRN-5073115 The complaint Mr C complains about his car finance agreement with Close Brothers Limited trading as Close Brothers Motor Finance. What happened In August 2022, Mr C bought a used van from a supplying dealership who I will refer to as P. He paid a £9,000 deposit... (7 pages)View decision -
Decision Reference DRN-5025956
30 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5025956 The complaint Mr H complains that Barclays Bank UK PLC unfairly placed a restriction on his account. What happened Mr H complained to Barclays after it restricted his current account for around ten days in June 2023. He’s unhappy because: At the time, Barclays didn’t expla... (4 pages)View decision -
Decision Reference DRN3015264
18 Aug 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMr G complains that National Westminster Bank Plc will not refund him £1500 disputed transactions taken from his account. And they’ve also have closed his account without giving any reason. He would like his money refunded and the account reinstated.BackgroundMr G had an account w... (4 pages)View decision -
Decision Reference DRN-4995316
22 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4995316 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN7671291
15 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditMr P complains that Bank of Scotland plc did not refund him the money he paid towards his brother’s drugs rehabilitation course.backgroundIn April 2018 Mr P paid for his brother to go on a 28-day residential drug rehabilitation course. He paid a deposit of £1,500 (I don’t know by what paym... (3 pages)View decision -
Decision Reference DRN-5061724
28 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5061724 The complaint Mrs C complains about the actions of Revolut Ltd when she lost money to a scam. Mrs C is being represented by a claims management company but, for ease, I’ll only refer to Mrs C. What happened The detailed background to this complaint is well known to both pa... (4 pages)View decision -
Decision Reference DRN6677640
31 Jan 2019 TSB Bank plc UpheldBanking and creditMr M complains that when he deposited money in a machine with TSB Bank plc £400 got stuck and the bank hasn’t credited this into his account.backgroundOn Friday 27 April 2018, Mr M went into a TSB branch to pay money into his account. He deposited £170 into one of th... (3 pages)View decision
