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 369228 results
-
Decision Reference DRN-5627736
16 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5627736 The complaint Miss D complains about a claim she made to Barclays Bank UK PLC trading as Barclaycard (Barclaycard) in respect of a cancelled cruise. What happened In February 2023, Miss D used her credit card with Barclaycard to pay a deposit for a cruise for her and her par... (3 pages)View decision -
Decision Reference DRN-5058220
16 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5058220 The complaint Mrs H complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs H has explained that from October 2022 she... (2 pages)View decision -
Decision Reference DRN-5589117
16 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5589117 The complaint Mrs H complains that TSB Bank plc didn't advise her that her fixed rate bond had matured, that a cheque she wrote on her account was returned unpaid, and she also had problems receiving a new PIN number. What happened Mrs H invested in a fixed rate bond wh... (3 pages)View decision -
Decision Reference DRN-5625520
16 Jun 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5625520 The complaint Mr S complains that HARBOUR ROCK CAPITAL LIMITED trading as Portafina were negligent in the advice that they gave him, which led to him transferring out of his Occupational Pension Scheme (OPS) in 2019. It is alleged that this has caused him a loss. What happe... (4 pages)View decision -
Decision Reference DRN-5354253
16 Jun 2025 Nationwide Building Society Not upheldMortgagesDRN-5354253 The complaint This complaint’s about a mortgage Mr H used to hold with Nationwide Building Society. Mr H applied for a new mortgage to buy another home, hoping to port the interest rate product from the existing mortgage to the new one. However, Mr H’s application for a new ... (4 pages)View decision -
Decision Reference DRN-5627629
16 Jun 2025 Nationwide Building Society UpheldMortgagesDRN-5627629 The complaint Mr G complains that Nationwide Building Society treated him unfairly when his mortgage fell into arrears. What happened Mr G’s mortgage fell into arrears in late 2023. Mr G says Nationwide took recovery action instead of offering support, such as a lower intere... (3 pages)View decision -
Decision Reference DRN-5600644
16 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5600644 The complaint Mr B complained because Santander UK Plc refused to refund him for payments he said he hadn’t authorised. What happened On 25 August 2024, Mr B checked his Santander account. There were nine £30 payments to a betting site. Mr B had an account with the betting ... (4 pages)View decision -
Decision Reference DRN-5483003
16 Jun 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5483003 The complaint Mr R complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (the Post Office) has failed to trace the money he held in a savings account. What happened Mr R had a Post Office ‘instant saver’ account. He has shown us copies of two depo... (2 pages)View decision -
Decision Reference DRN-5626796
16 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5626796 The complaint Mrs O is unhappy with how HDI Global Specialty SE settled her pet insurance claim. What happened Mrs O’s dog became unwell and needed vet treatment. This included an out-of-hours emergency consultation. Sadly, Mrs O’s dog passed away. Mrs O made a claim to HDI... (4 pages)View decision -
Decision Reference DRN-5290413
16 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5290413 The complaint Mrs H complains about the outcome of a payment dispute she made to Capital One (Europe) plc (Capital One). What happened In November 2023, Mrs H contracted with a company to perform some works on a drainpipe on her property. I’ll call this company D. Mrs H paid... (3 pages)View decision
