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 374385 results
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Decision Reference DRN-5347897
21 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5347897 The complaint Mrs S complains that Frasers Group Financial Services Limited (“FGFS”) unfairly defaulted her account. What happened Mrs S had an account which allowed her to buy certain items from a retailer using the same (if not a very similar) trading name to the one used ... (4 pages)View decision -
Decision Reference DRN-5326421
21 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5326421 The complaint Mr and Mrs R complain that Nationwide Building Society hasn’t reimbursed money they say they lost to an art investment scam. What happened Between September and November 2022, Mr and Mrs R made payments totalling £41,352 from their Nationwide account to invest ... (3 pages)View decision -
Decision Reference DRN-5221281
21 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5221281 The complaint X complains that Barclays Bank UK PLC failed to meet its obligations under the Current Account Switch Service and gave him poor service and incorrect advice. What happened X wished to move his current account to Barclays from a third-party bank which I’ll refer... (3 pages)View decision -
Decision Reference DRN-5102423
21 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5102423 Complaint Mrs M has complained about the overdraft charges National Westminster Bank Plc (“NatWest”) applied to her current account. She’s said the charges were applied unfairly as she was allowed to use her overdraft for a prolonged period and even when it was clear that s... (5 pages)View decision -
Decision Reference DRN-5233092
21 Feb 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5233092 The complaint Mr F, who is represented by a third party, complains that Shop Direct Finance Company Limited (‘Shop Direct’), irresponsibly granted him credit he couldn’t afford to repay and caused him to get into financial difficulties as a result. What happened In May 2012... (4 pages)View decision -
Decision Reference DRN-5321485
21 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5321485 The complaint Mr T and Mrs T complain about AXA Insurance UK Plc’s handling of their subsidence claim, specifically on-going delays, poor service, and a failure to carry out effective repairs to their property. What happened The background to this complaint is well known to ... (5 pages)View decision -
Decision Reference DRN-5317832
21 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5317832 The complaint Mr S complains that National Westminster Bank Plc (NatWest) didn’t protect him from an investment scam. Mr S is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr S in this decision. What happened Mr S explains tha... (5 pages)View decision -
Decision Reference DRN-5335916
21 Feb 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5335916 The complaint Mr and Mrs F complain that Equiniti Financial Services Limited (‘EFS’) will only send the proceeds from a recent share sale to them in a cheque, which they say that they have no means of banking because of where they reside. Mr and Mrs F would now like EFS to r... (6 pages)View decision -
Decision Reference DRN-4820898
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4820898 The complaint Mr C is unhappy with how HSBC UK Bank Plc handled his Section 75 claim. What happened Mr C bought a three-seater sofa, two-seater sofa and a standard chair in April 2021 along with a certificate of insurance for £2,075. Mr C said he purchased the furniture for ... (3 pages)View decision -
Decision Reference DRN-4968017
21 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4968017 The complaint A sole trader, who I will refer to as Mr W, complains that Barclays Bank UK Plc wrongly blocked his bank account. What happened Mr W told us: He is a longstanding customer of Barclays, and has held a Barclays bank account for over 25 years. He has always re... (5 pages)View decision
