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 384131 results
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Decision Reference DRN-5351707
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5351707 The complaint Mr S complains that Santander UK Plc didn’t treat him fairly when his debit card expired. What happened On 6 January 2025, Mr S’s gym contacted him to say they hadn’t been able to process his December or January payments as his bank card had expired. They also ... (3 pages)View decision -
Decision Reference DRN-5436424
28 Mar 2025 Vodafone Limited UpheldConsumer CreditDRN-5436424 The complaint Mrs C complains that Vodafone Limited unfairly holds her responsible for two fixed sum loans she says were entered into without her authority. Mrs C’s complaint has been brought on her behalf by a representative. My references to submissions made by Mrs C inclu... (7 pages)View decision -
Decision Reference DRN-5378420
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5378420 The complaint Miss T complains National Westminster Bank PLC (NatWest) didn’t call her back on the correct number when she contacted it to speak about a payment she had missed on a loan. She also complains NatWest didn’t contact her before it issued a demand notice, and the ... (3 pages)View decision -
Decision Reference DRN-5191186
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5191186 The complaint Mr R is unhappy that Nationwide Building Society have reported a missed payment to his credit file. What happened Mr R has a credit account with Nationwide. In August 2023, Mr R arranged a balance transfer from his Nationwide account to another credit provider.... (3 pages)View decision -
Decision Reference DRN-5236602
28 Mar 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5236602 The complaint Mr E complains that Western Circle Ltd trading, as Quick Loans Express (“Western Circle”), registered a default in October 2019 in respect of one loan which Mr E says ought to have been registered several months earlier. It is affecting his financial status for... (3 pages)View decision -
Decision Reference DRN-5156441
28 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5156441 The complaint Mr A has complained Telefonica UK Limited, trading as O2, took time to sort out the replacement of his phone which caused him considerable distress. They then wouldn’t pay him the compensation he felt he’d been promised. What happened In January 2024 Mr A took ... (2 pages)View decision -
Decision Reference DRN-4948235
28 Mar 2025 StoneX Financial Ltd Not upheldInvestmentsDRN-4948235 The complaint Mr B complains that StoneX Financial Ltd (trading as City Index) didn’t appropriately inform him of the status of his account. He says as a result of not being informed, his trades were closed when they otherwise wouldn’t have been, causing him losses. What hap... (3 pages)View decision -
Decision Reference DRN-4998857
28 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4998857 The complaint Mr C has complained about how American Express Services Europe Limited (AESEL) responded to a claim for money back in relation to a purchase made on his credit card. What happened The circumstances are well known so I’m not going to go over everything again in... (3 pages)View decision -
Decision Reference DRN-5434818
28 Mar 2025 Fairstone Wealth Management Limited UpheldPensions and AnnuitiesDRN-5434818 The complaint Mr C complains about the level of service he received from Fairstone Wealth Management Limited (Fairstone) regarding his pension. What happened Mr C says he’d had an adviser from Fairstone for many years – Mr R. He had been paying Fairstone for an ongoing servi... (5 pages)View decision -
Decision Reference DRN-5320998
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5320998 The complaint Ms A complains that an issue with Nationwide Building Society sending her emails caused her to lose out on a £175 switching offer. What happened Ms A attempted to switch her bank account to Nationwide. Unfortunately, the switch didn’t complete because a lock on... (5 pages)View decision
