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 381195 results
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Decision Reference DRN-5617306
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5617306 The complaint Mr R complains that Barclays Bank UK PLC (Barclays) blocked his bank account and caused him significant distress and inconvenience. What happened Mr R has a current account with Barclays. In April 2024, he tried to complete a transaction, but it was blocked. He... (2 pages)View decision -
Decision Reference DRN-5601576
11 Jun 2025 Hull and East Yorkshire Credit Union Limited UpheldConsumer CreditDRN-5601576 Complaint Mrs C has complained about loans Hull and East Yorkshire Credit Union Limited (“HEY CU”) provided to her. She says that sufficient checks hadn’t been carried out before the loans were provided and if they had been it would have been clear that the loans were unaffo... (4 pages)View decision -
Decision Reference DRN-5578680
11 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditThe complaint Mr U is unhappy that a credit card eligibility check undertaken by Barclays Bank UK Plc indicated that he maybe successful, whereas his subsequent application was declined. What happened Mr U was interested in taking a credit card with Barclays; but he’d previously entered in... (3 pages)View decision -
Decision Reference DRN-5573674
11 Jun 2025 NewDay Ltd Not upheldConsumer CreditThe complaint Mrs S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in opening a credit card account and subsequently increasing her credit limit. What happened In July 2018 Mrs S applied for a credit card with NewDay. Her application was successful and NewDay applie... (3 pages)View decision -
Decision Reference DRN-5537927
11 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5537927 The complaint Mr D and Mr M complain that National Westminster Bank Public Limited Company (NatWest) has not administered a loan correctly. What happened In 2015, Mr D and Mr M took out a fixed rate business loan with NatWest. The loan was for £62,500 repayable over a term ... (3 pages)View decision -
Decision Reference DRN-5616439
11 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5616439 The complaint Mr P complains that Inter Partner Assistance SA (“IPA”) declined a claim and voided his travel insurance policy. What happened Mr P held an annual multi-trip travel insurance policy which was provided by IPA. The relevant policy period was between 4 September ... (4 pages)View decision -
Decision Reference DRN-5485338
11 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5485338 The complaint Mr M has complained about the poor service and delays he says Admiral Insurance (Gibraltar) Limited caused when he made a claim under his car insurance policy. What happened Mr M's car was stolen and recovered the same day in June 2024. Mr M arranged for ... (2 pages)View decision -
Decision Reference DRN-5058807
11 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5058807 The complaint Mr F and Miss S complain that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund a payment they made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But i... (3 pages)View decision -
Decision Reference DRN-5360261
11 Jun 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5360261 The complaint Mr E complains about how Admiral Financial Services Limited are reporting to the Credit Reference Agencies (CRAs) in relation to a loan account he has with it. What happened Mr E took out a loan with Admiral in May 2018. He borrowed a principal sum of £8,000 a... (3 pages)View decision -
Decision Reference DRN-5595133
11 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5595133 The complaint Miss P complains that American Express Services Europe Limited (‘Amex’) didn’t honour the Avios points she was entitled to when opening a new credit card account with them, despite Amex confirming she’d get the points if she met the qualifying spend on her card... (3 pages)View decision
