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 367300 results
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Decision Reference DRN-5402845
14 May 2025 EE Limited Not upheldConsumer CreditDRN-5402845 The complaint Mr W complains EE Limited misled him into entering into a fixed sum loan agreement for a mobile phone device. What happened Mr W had an existing agreement with EE. In June 2022, he says he called EE to upgrade his device which led to him entering into a new fi... (4 pages)View decision -
Decision Reference DRN-5530480
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5530480 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard cancelled his credit card, registered a default on his credit file and transferred his account to a debt collection agency. What happened Mr S held a credit card account with Barclays. In or around... (3 pages)View decision -
Decision Reference DRN-5438929
12 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5438929 The complaint Mrs D has complained that HSBC UK Bank Plc gave her incorrect information about a potential increase to her credit limit. What happened In November 2024, Mrs D reduced her HSBC credit card limit from £10,000 to £5,000. However, shortly thereafter, she wanted to... (2 pages)View decision -
Decision Reference DRN-5528458
12 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5528458 The complaint Dr M complains about the way in which HSBC UK Bank Plc has administered her credit card account. What happened Dr M holds a Partnership Card credit card account with John Lewis. The account was opened in 2006 and was administered by HSBC until 2022. In 2022 Joh... (3 pages)View decision -
Decision Reference DRN-5022735
12 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5022735 The complaint Ms S complains that Wise Payments Limited won’t refund money she lost as part of an investment scam. Ms S is professionally represented, however, to keep things simple, I’ll refer to Ms S throughout my decision. What happened The background to this complaint is... (4 pages)View decision -
Decision Reference DRN-5490646
12 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5490646 The complaint Ms W complains about AXA Insurance UK Plc’s decision to decline a claim under a home insurance policy. Ms W has largely been represented by a friend in this complaint, but for ease of reference, I shall refer to anything they said on Ms W’s behalf to have been ... (4 pages)View decision -
Decision Reference DRN-4994103
12 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4994103 The complaint Ms S complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms S has explained that from November 2022 to M... (7 pages)View decision -
Decision Reference DRN-5438924
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5438924 The complaint Mr M has complained that Barclays Bank UK PLC trading as Barclaycard unfairly reduced his credit limits. What happened Mr M has two credit cards with Barclaycard. On 24 April 2024, the limit on one was reduced from £10,900 to £100. Then on 9 May 2024, the limit... (1 page)View decision -
Decision Reference DRN-5427283
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5427283 The complaint Mr L has complained about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) handled his request for a balance transfer. What happened Mr L contacted NatWest twice, to ask if he could make a balance transfer from his credit card, to his sister’s cre... (1 page)View decision -
Decision Reference DRN-5354728
12 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5354728 The complaint Mrs P complains about issues she’s encountered with correspondence from Nationwide Building Society (Nationwide) since registering her Power of Attorney document. What happened Mrs P was a customer of Nationwide. Mrs P named Mrs S her attorney within her Powe... (4 pages)View decision
