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 364766 results
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Decision Reference DRN-5184772
16 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5184772 The complaint With the help of a professional representative (PR) Mr S complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly. For ease, I’ll refer to the actions of Mr S’s PR as being his. What happened In May 2016, Mr S applied for and receive... (4 pages)View decision -
Decision Reference DRN-5349109
16 Apr 2025 Rathbones Investment Management Limited UpheldPensions and AnnuitiesDRN-5349109 The complaint Mr W complains that Rathbones Investment Management Limited (‘Rathbones’) failed to accurately account for the value of his pension portfolio that was invested with them in 2015. He explains that when he closed his account in February 2019 Rathbones only accoun... (4 pages)View decision -
Decision Reference DRN-4801884
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4801884 The complaint Mrs S complaints that Santander UK Plc didn’t protect her from an investment scam. Mrs S is being supported in making her complaint by her husband. But for ease, I’ll only refer to Mrs S in this decision. What happened The background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5393588
16 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5393588 The complaint Mr T complains Starling Bank Limited (Starling) used money set aside for essential bills to fulfil a switch request and closed his bank account without any prior notice. What happened Mr T says he’d entered into a debt management plan (DMP) with a debt charity ... (3 pages)View decision -
Decision Reference DRN-5416816
16 Apr 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5416816 The complaint Mr J complains PayPal UK Ltd won’t refund him for an item he purchased. What happened Mr J bought a camera from a UK website and it was delivered sometime later. Mr J tried to put a memory card in, and it wouldn’t work. Mr J contacted the retailer and return... (5 pages)View decision -
Decision Reference DRN-5226965
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5226965 The complaint Mr A complains Nationwide Building Society unfairly closed his newly opened accounts without any notice. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (3 pages)View decision -
Decision Reference DRN-5440599
16 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5440599 The complaint Miss S and Mr W complain about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled the claim they made under their home insurance policy. As Miss S has been leading in this complaint, and for ease, I’ve referred to her throughout. What happened The ... (3 pages)View decision -
Decision Reference DRN-5363298
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5363298 The complaint Ms R complains Nationwide Building Society has treated her badly many times during the years she’s been with them. And that Nationwide Building Society took money out of her account just before Christmas leaving her with almost nothing. What happened Ms R has a... (2 pages)View decision -
Decision Reference DRN-5451940
16 Apr 2025 Black Horse Finance Limited Not upheldConsumer CreditDRN-5451940 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with Black Horse Finance Limited (‘Black Horse’). Mr A says that the vehicle became faulty soon after he acquired it, and he would now like to return it. What happened... (3 pages)View decision -
Decision Reference DRN-4872953
15 Apr 2025 Alan John Charles Robinson Not upheldConsumer CreditDRN-4872953 The complaint Mr B has complained that a car he acquired using a hire-purchase agreement with Alan John Charles Robinson, trading as NTK Finance (“NTK”) was misrepresented to him, in that it had previously sustained a higher level of damage than he’d been led to believe. Mr ... (3 pages)View decision
