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 365360 results
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Decision Reference DRN-5394301
16 Apr 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5394301 The complaint Miss A complains that Madison CF UK Limited, trading as 118 118 Money, lent to her irresponsibly. What happened In August 2022, Miss A was provided with a credit card by Madison with a limit of £500; the credit limit was never increased. Around two years after... (3 pages)View decision -
Decision Reference DRN-5327596
16 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5327596 The complaint Mr D complains he couldn’t contact a department within TSB Bank plc by telephone, only by email. Mr D believes he has been discriminated against because TSB hasn’t made reasonable adjustments. What happened Mr D explained he raised a disputed transaction with T... (3 pages)View decision -
Decision Reference DRN-5479116
16 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5479116 The complaint Miss P complains about Aviva Insurance Limited’s (‘Aviva’) response to a claim she made on her property owners insurance policy for malicious damage. As some of Miss P’s dissatisfaction is about the actions of Aviva’s appointed agents and Aviva have accepted re... (5 pages)View decision -
Decision Reference DRN-5376758
16 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5376758 The complaint Ms R complains that Bank of Scotland plc trading as Halifax delayed an outbound Individual Savings Account (ISA) transfer and provided poor customer service. What happened In August 2024 Ms R decided to transfer her Halifax Cash ISA to a new ISA provider (who ... (3 pages)View decision -
Decision Reference DRN-5184772
16 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5184772 The complaint With the help of a professional representative (PR) Mr S complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly. For ease, I’ll refer to the actions of Mr S’s PR as being his. What happened In May 2016, Mr S applied for and receive... (4 pages)View decision -
Decision Reference DRN-5349109
16 Apr 2025 Rathbones Investment Management Limited UpheldPensions and AnnuitiesDRN-5349109 The complaint Mr W complains that Rathbones Investment Management Limited (‘Rathbones’) failed to accurately account for the value of his pension portfolio that was invested with them in 2015. He explains that when he closed his account in February 2019 Rathbones only accoun... (4 pages)View decision -
Decision Reference DRN-4801884
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4801884 The complaint Mrs S complaints that Santander UK Plc didn’t protect her from an investment scam. Mrs S is being supported in making her complaint by her husband. But for ease, I’ll only refer to Mrs S in this decision. What happened The background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5393588
16 Apr 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5393588 The complaint Mr T complains Starling Bank Limited (Starling) used money set aside for essential bills to fulfil a switch request and closed his bank account without any prior notice. What happened Mr T says he’d entered into a debt management plan (DMP) with a debt charity ... (3 pages)View decision -
Decision Reference DRN-5416816
16 Apr 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5416816 The complaint Mr J complains PayPal UK Ltd won’t refund him for an item he purchased. What happened Mr J bought a camera from a UK website and it was delivered sometime later. Mr J tried to put a memory card in, and it wouldn’t work. Mr J contacted the retailer and return... (5 pages)View decision -
Decision Reference DRN-5226965
16 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5226965 The complaint Mr A complains Nationwide Building Society unfairly closed his newly opened accounts without any notice. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (3 pages)View decision
