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 381194 results
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Decision Reference DRN-5424242
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5424242 The complaint Mr T complains HSBC UK Bank Plc blocked his debit card, meaning two payments to a hotel company did not occur and he lost his holiday booking. What happened I sent the parties a provisional decision in March 2025, in which I set out the following background inf... (4 pages)View decision -
Decision Reference DRN-5366431
25 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5366431 The complaint Ms F complains J.P. Morgan Europe Limited trading as Chase didn’t refund her for a cancelled flight. What happened Ms F contacted Chase to dispute a payment made to a flight company because one of the flights she’d booked was cancelled. Ms F tried to dispute ... (3 pages)View decision -
Decision Reference DRN-5372372
25 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5372372 The complaint Mr S complains that Barclays Bank UK PLC has recorded arrears on his credit file for a mortgage which he says is his ex-wife’s responsibility. What happened In 2007 Mr S and his now ex-wife took out a joint mortgage with Barclays. It was initially on a capital ... (2 pages)View decision -
Decision Reference DRN-5424135
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5424135 The complaint Mr R is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 10 March 2025. In it I set out the background and my proposed findings. I’ve included a copy o... (9 pages)View decision -
Decision Reference DRN-5382577
25 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5382577 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money failed to close his account when he requested. As a result he says his credit score was affected, causing him severe financial problems. What happened Mr M says that he wrote to Virgin Money in Mar... (2 pages)View decision -
Decision Reference DRN-5281677
25 Mar 2025 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-5281677 The complaint Mr M complains Atlanta Insurance Intermediaries mis-sold him touring caravan insurance. What happened In 2017 Atlanta sold Mr M touring caravan insurance. It renewed each year. In June 2024 Mr M’s caravan was damaged whilst being towed by a car. He estimates r... (6 pages)View decision -
Decision Reference DRN-5382278
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5382278 The complaint Mr S is being represented by solicitors. He’s complaining about National Westminster Bank Public Limited Company because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to an investment scam. He was introduced to ... (4 pages)View decision -
Decision Reference DRN-5366401
25 Mar 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5366401 The complaint Ms B complains Brent Shrine Credit Union Limited trading as My Community Bank (My Community Bank) loaded her to a fraud database because of a misunderstanding with her employment status. What happened Ms B applied for a loan with My Community Bank on 7 Decemb... (3 pages)View decision -
Decision Reference DRN-5370722
25 Mar 2025 Stagemount Limited UpheldConsumer CreditDRN-5370722 The complaint Miss L argues that Stagemount Limited trading as Quid Market gave her loans she couldn’t afford to repay. What happened Miss L took out the following loans with Quid Market: Loan Loan amount Date taken Number of repayments Highest monthly repayment One £300 2... (3 pages)View decision -
Decision Reference DRN-4959521
25 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4959521 The complaint Mr and Mrs B complain about the handling of their subsidence insurance claim by Royal & Sun Alliance Insurance Limited trading as More Th>n (‘RSA’). Any reference to RSA includes the actions of its agents. What happened Mr and Mrs B hold buildings insu... (4 pages)View decision
