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 360982 results
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Decision Reference DRN-5058777
3 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5058777 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In July 2022, Mrs J saw an advert online for a cryptocurrency investment company. She completed an enquiry form and then received a call from some... (4 pages)View decision -
Decision Reference DRN-4550055
2 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4550055 The complaint Mr R complains that Nationwide Building Society unfairly registered a marker about him at Cifas, the national fraud database. Mr R is also unhappy that Nationwide closed his account. What happened Mr R had a bank account with Nationwide. On 7June 2021, a paym... (4 pages)View decision -
Decision Reference DRN-4897273
2 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4897273 The complaint Ms P has complained that Barclays Bank UK PLC registered a fraud marker against her. What happened In early 2021, Ms P set up a cryptocurrency account in her own name and made a small deposit into it from her Barclays account. She also emptied her Barclays acco... (3 pages)View decision -
Decision Reference DRN-5019359
2 Oct 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5019359 The complaint Ms S complains that Capital One (Europe) plc didn’t properly inform her of the implications of a period of “breathing space” that was agreed on her account and how it would affect her credit file. She also complains about letters that it’s sent to her about her... (4 pages)View decision -
Decision Reference DRN-4817944
2 Oct 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4817944 The complaint Miss T complains about a settlement figure provided to her by Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) in relation to a loan she took out with it. What happened In November 2022, Miss T bought a kitchen and took out a loa... (3 pages)View decision -
Decision Reference DRN-4793646
2 Oct 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4793646 The complaint Mr T has complained to us about being refused finance by Clydesdale Financial Services Limited, trading as Barclays Partner Finance (‘BPF’). What happened In October 2023 Mr T applied to BPF by way of an online application for finance to enable him to purchase... (2 pages)View decision -
Decision Reference DRN-5057967
2 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5057967 The complaint Mr D complains Aviva Limited (Aviva) unfairly handled and settled a claim on his motor insurance policy, after his car was damaged in an accident. What happened On 22 July 2023, Mr D notified Aviva of a car accident. He also explained in communications with Avi... (4 pages)View decision -
Decision Reference DRN-4811072
2 Oct 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4811072 The complaint Mr M complains about the way Marks & Spencer Financial Services Plc (“M&SFS”) dealt with a breach of contract claim he sought to make against it under the connected lender liability provisions of section 75 of the Consumer Credit Act 1974 (“section 75”)... (2 pages)View decision -
Decision Reference DRN-5053441
2 Oct 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5053441 The complaint Ms A and Mr S have complained about work carried out by the agent of AA Underwriting Insurance Company Limited (AAUIC) after they made a claim under their home insurance policy. Both Ms A and Mr S are named policyholders on the policy. For simplicity and as mo... (2 pages)View decision -
Decision Reference DRN-5058219
2 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5058219 The complaint Ms M is unhappy with several aspects of the service that she received from Santander UK Plc surrounding a transfer she tried to make. What happened Ms M tried to make a transfer from her Santander account but found that it wouldn’t go through. Ms M tried the tr... (3 pages)View decision
