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 363152 results
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Decision Reference DRN-5047277
7 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5047277 Complaint Mrs B has complained about matters relating to a credit card which National Westminster Bank Plc (“NatWest”) provided to her. She says that her credit limit shouldn’t have been increased and she’s also unhappy with the options she was offered when she was classifie... (5 pages)View decision -
Decision Reference DRN-4876710
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4876710 The complaint Mr S, who is a director of F, complains that Barclays Bank UK PLC (‘Barclays’) won’t refund money he says was lost as the result of a scam. What happened In 2022, Mr S on behalf of F, made five payments totalling £216,400 to a company I’ll refer to as P. Mr S... (4 pages)View decision -
Decision Reference DRN-4721727
6 Oct 2024 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-4721727 The complaint Mr T complains that Interactive Brokers (U.K.) Limited (‘IBUK’) has unreasonably refused to assist him in obtaining share certificates for holdings which were due to be delisted. Mr T says this caused him a loss when IBUK thereafter closed their position in Jul... (5 pages)View decision -
Decision Reference DRN-4732126
5 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-4732126 The complaint Miss G complains that U K Insurance Limited trading as Direct Line (“UKI”) asked her to pay a cancellation fee to cancel her policy. What happened Miss G says when her landlord insurance policy was due to renew, she called UKI and explained that the insured pro... (3 pages)View decision -
Decision Reference DRN-5058414
5 Oct 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-5058414 The complaint Mr E complains that Madison CF UK Limited trading as 118 118 was irresponsible when it offered him a credit card account and later increased his credit limit. Mr E brought his complaint via a representative but I will refer to him throughout for simplicity. W... (4 pages)View decision -
Decision Reference DRN-5021713
5 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5021713 The complaint Miss B complains about how Santander UK Plc dealt with her account switch and that she was unable to use online banking. What happened Miss B says she applied to transfer her account to Santander using its switch process in June 2024. She says she checked onlin... (2 pages)View decision -
Decision Reference DRN-4671790
5 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4671790 The complaint Mrs S complains about the charges Mitsubishi HC Capital UK Plc, trading as Novuna Vehicle Solutions (Novuna) levied after she returned a car she had been leasing through a hire agreement with them. What happened Mrs S entered into a hire agreement with Novuna a... (3 pages)View decision -
Decision Reference DRN-4979535
4 Oct 2024 Elite Automotive Ltd Not upheldInsuranceDRN-4979535 The complaint Mr A complains that Elite Automotive Ltd (“Elite”) mis-sold him a motor warranty. What happened Mr A took out a mechanical breakdown motor warranty when he bought his vehicle in September 2023. Mr A says he was told at the time that the policy would cover every... (2 pages)View decision -
Decision Reference DRN-4648375
4 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4648375 The complaint Mr G complains about how American Express Services Europe Limited (AESEL) dealt with his chargeback dispute and his section 75 claim about a damaged marble statue. What happened In March 2023 Mr G bought a marble statue from a merchant while he was visiting ano... (3 pages)View decision -
Decision Reference DRN-5061573
4 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5061573 The complaint Mr P complains about a lack of assistance from Mitsubishi HC Capital UK Plc trading as Novuna in resolving problems with the supply and fitting of replacement doors, windows and a conservatory by a third party “S”. Novuna provided finance towards the transactio... (4 pages)View decision
