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 368546 results
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Decision Reference DRN-5301578
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5301578 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard failed to change his payment due date as agreed. What happened Mr S holds a credit card account with Barclays. In October 2023 he contacted Barclays via chat and requested to have the payment due d... (2 pages)View decision -
Decision Reference DRN-5265293
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5265293 The complaint Miss L is unhappy with the support that she’s received from Barclays Bank UK PLC after she told them about a medical issue that was affecting her. What happened Miss L has a credit account with Barclays. In August 2024, Miss L contacted Barclays and explained t... (3 pages)View decision -
Decision Reference DRN-5219428
18 Feb 2025 Western Provident Association Limited UpheldInsuranceDRN-5219428 The complaint Mr B and Mrs B have complained about the decline of a claim and the service received from Western Provident Association Limited (WPA). What happened Mr B and Mrs B joined Mrs B’s employer’s private medical insurance scheme on 1 January 2022. The policy was unde... (3 pages)View decision -
Decision Reference DRN-5340356
18 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5340356 The complaint A is a company, and it has brought this complaint through its director. A’s complaint is that, because of an error on the part of National Westminster Bank Plc, it was unable to reschedule a loan. As a result, the loan was defaulted and the bank took the decisi... (3 pages)View decision -
Decision Reference DRN-5156420
18 Feb 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5156420 The complaint Ms S complains about HSBC UK Bank Plc (HSBC’s) actions regarding her personal loan. What happened Ms S borrowed £10,000 over 60 months from HSBC in March 2020. Payments were £241.80 per month. These were taken by direct debit from Ms S’ current account – also w... (4 pages)View decision -
Decision Reference DRN-5339893
18 Feb 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5339893 The complaint Mrs T complains that Tesco Personal Finance Limited (which I’ll call “Tesco Bank”) has not paid her claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In or around August 2019 Mrs T and her husband booked a diving holiday with ... (4 pages)View decision -
Decision Reference DRN-5039547
18 Feb 2025 Wirex Limited Not upheldBanking and PaymentsDRN-5039547 The complaint Mr D complains that Wirex Limited (Wirex) closed his account and didn’t return money paid into the account back to him, so he has lost out financially. What happened The detailed background to this complaint is well known to both parties. As such, I’ll provide... (3 pages)View decision -
Decision Reference DRN-5278538
18 Feb 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5278538 The complaint Mr K complains about Hastings Insurance Services Limited (Hastings) cancelling his motor insurance policy. Any reference to Hastings in this decision includes their agents. This decision covers Mr K’s complaint about Hastings as the broker through which he to... (4 pages)View decision -
Decision Reference DRN-5014613
18 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5014613 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a cryptocurrency investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr A says that he received an unexpected phone call on Wh... (12 pages)View decision -
Decision Reference DRN-5072107
18 Feb 2025 abrdn Client Management Limited UpheldInvestmentsDRN-5072107 The complaint Mrs P complains that abrdn Client Management Limited (“abdrn”) took too long to act on her instruction to transfer her stocks and shares ISA to a new provider. What happened Mrs P gave authority to her chosen new provider to transfer her stocks and shares ISA f... (2 pages)View decision
