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 375868 results
-
Decision Reference DRN-5732144
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5732144 The complaint Ms O complains that Barclays Bank UK PLC reduced her credit limit. What happened Ms O holds a credit card account with Barclays. In November 2024 Barclays sent a letter to Ms O advising her that her credit limit would reduce from £12,050 to £750 on or after 18 ... (2 pages)View decision -
Decision Reference DRN-5783113
29 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5783113 The complaint Miss A is unhappy with how TSB Bank Plc have engaged with her in relation to her credit card account. What happened I issued my provisional decision to both parties explaining why I thought Miss A’s complaint should be upheld and invited both parties to provid... (7 pages)View decision -
Decision Reference DRN-5734724
29 Aug 2025 Academy Insurance Services Limited UpheldInsuranceDRN-5734724 The complaint W, a limited company, complains about what Academy Insurance Services Limited did at the sale and renewal of its property owner’s insurance policy. What happened W is a residents association which manages an area of land. It has had insurance arranged through A... (3 pages)View decision -
Decision Reference DRN-5229648
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5229648 The complaint Ms P, via a representative, has complained that Barclays Bank UK PLC (“Barclays”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything ag... (3 pages)View decision -
Decision Reference DRN-5757158
29 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5757158 The complaint Mr W complains that Wise closed his existing account without notice after he applied for a USD account with it. What happened Mr W held an account with Wise that had been open since 2021 and on 8 June 2025 applied for a USD account so he could receive payments ... (2 pages)View decision -
Decision Reference DRN-5762636
29 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5762636 The complaint Mr F complains about the length of time he had to wait on the phone to speak to an agent from Barclays Bank UK PLC (Barclays) about his mortgage. What happened Mr F says that he was advised on Barclays’ online chat that he needed to speak to an agent to change ... (3 pages)View decision -
Decision Reference DRN-5385209
29 Aug 2025 Freetrade Limited UpheldInvestmentsDRN-5385209 The complaint Mr A held 708 Polymetal Plc shares in Freetrade Limited’s (‘Freetrade’) nominee account. After the shares were delisted from the London Stock Exchange (‘LSE’) Mr A complained that Freetrade didn’t advise on a process to transfer the shares or what options were ... (5 pages)View decision -
Decision Reference DRN-5294898
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5294898 The complaint Mr T complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In March 2023, Mr T came across an advert online for an investment company endorsed by a well-known public figure. He followed the link in the advert... (3 pages)View decision -
Decision Reference DRN-5361614
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5361614 The complaint Mr and Mrs T complain that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) unfairly closed their account and withheld their account balance. Mr and Mrs T are also unhappy with how Virgin Money handled their personal information and the service they ... (6 pages)View decision -
Decision Reference DRN-4981431
29 Aug 2025 Santander UK Plc Not upheldInvestmentsDRN-4981431 The complaint Mr and Mrs B complain about the way in which Santander UK Plc (Santander), through its private banking service has managed their information. What happened Mr and Mrs B say in 2020, they provided information about their source of wealth to their then Santander ... (3 pages)View decision
