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-5590669
11 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5590669 The complaint Mr B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) did not pursue his chargeback claim properly. What happened In February 2024 Mr B paid for an online training course for his partner. This cost £1,074 which he paid with his AESEL credit car... (2 pages)View decision -
Decision Reference DRN-5746668
11 Aug 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5746668 The complaint Mr and Mrs L complain that ClearBank Limited (trading as Tide) didn’t do enough to prevent the loss they suffered when they sent two payments to one of the bank’s customer accounts because of an alleged scam. Mr and Mrs L are represented throughout by R, but f... (4 pages)View decision -
Decision Reference DRN-5705456
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5705456 The complaint Miss F complains that Revolut Ltd won’t reimburse her money she lost to a scam. What happened In December 2024 Miss F fell victim to an employment scam, which involved completing tasks to earn commission. To fund the tasks, Miss F sent money from her high stree... (2 pages)View decision -
Decision Reference DRN-5698286
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5698286 The complaint Mr K complains that NewDay Ltd blocked his card whilst he was on holiday abroad. What happened Mr K holds an Aqua credit card with NewDay. In February 2025 Mr K made a transaction whilst he was on holiday that triggered NewDay’s anti-fraud systems. A temporary ... (2 pages)View decision -
Decision Reference DRN-5746603
11 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5746603 The complaint Miss B is unhappy her claim has been delayed by Accredited Insurance (Europe) Ltd (“Accredited”) after a storm caused damage to her shed roof and part of the roof / guttering of her property. Accredited were providing a home insurance policy. What happened Miss... (3 pages)View decision -
Decision Reference DRN-5505465
11 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505465 The complaint Mr M and Mrs M complain Santander UK Plc unfairly closed their account and provided poor service. 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 here. Mr M... (4 pages)View decision -
Decision Reference DRN-5663254
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5663254 The complaint Mr Z complains about the information that Barclays Bank UK PLC (“Barclays”) website provides regarding the opening hours and availability of services at one of its local banking hubs. In particular Mr Z doesn’t believe it was made it sufficiently clear when Bar... (3 pages)View decision -
Decision Reference DRN-5698315
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5698315 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) rejected his claim in respect of a holiday. What happened Mr B booked a holiday for him and his wife with a holiday company (“the merchant”) at a cost of £2,751.48. He has explained his wife suffers from a medical c... (3 pages)View decision -
Decision Reference DRN-5631633
11 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5631633 The complaint Mr M complains about the service he received from Nationwide Building Society (“Nationwide”) regarding a cancelled subscription payment that left his account. What happened Mr M says he visited a branch of Nationwide around 14 April 2025 to cancel a payment to ... (3 pages)View decision -
Decision Reference DRN-5746161
11 Aug 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5746161 The complaint Mr C complains that Watford Insurance Company Europe Limited dealt with a third party’s claim and cancelled his motor insurance policy. Reference to Watford includes its agents. What happened In summary, Mr C had a motor insurance policy underwritten by Watfor... (5 pages)View decision
