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 381196 results
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Decision Reference DRN-4939067
22 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4939067 The complaint Mr W is unhappy Wise Payments Limited will not refund the money he lost to an investment scam. Mr W brought his complaint through a representative, for ease of reading I will refer solely to Mr W in this decision. What happened As both parties are familiar with... (4 pages)View decision -
Decision Reference DRN-5221631
22 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5221631 The complaint Mr J complains that Barclays Bank UK PLC (Barclays), trading as Barclaycard, cancelled his credit card in error while he was abroad. What happened In May 2024 Barclays blocked Mr J’s card and issued a replacement card to his home address when all they should ha... (2 pages)View decision -
Decision Reference DRN-5157206
22 Jan 2025 Dentists' Provident Society Limited Not upheldInsuranceDRN-5157206 The complaint Mr A is unhappy with the way Dentists’ Provident Society Limited (‘the Society’) has handled a claim made under his income protection policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (4 pages)View decision -
Decision Reference DRN-5199644
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5199644 The complaint Mr T complains about the service he received from Lloyds Bank PLC (“Lloyds”) when it applied a block to his account following an attempt to make a payment of £940 to a friend. He is unhappy Lloyds requested he go through security checks and asked him to attend ... (3 pages)View decision -
Decision Reference DRN-4802468
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4802468 The complaint Mrs H has complained that Bank of Scotland plc, trading as Halifax, didn’t obtain a refund of a payment after her credit card was charged twice by a third party, and that it didn’t communicate with her properly during this process. What happened Mrs H made a ho... (2 pages)View decision -
Decision Reference DRN-4937551
22 Jan 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4937551 The complaint Mr B complains that The Royal Bank of Scotland Plc (RBS) treated him unfairly when it recorded a marker against him at Cifas, a fraud database. What happened A brief summary of what happened is below. Mr B applied for an account with RBS in February 2024, but a... (2 pages)View decision -
Decision Reference DRN-5249212
22 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5249212 The complaint Mr and Mrs L complain that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined their claim for damage to their garage, under their home buildings insurance policy. What happened Mr and Mrs L raised a claim with LV for damage to their garage. T... (2 pages)View decision -
Decision Reference DRN-5159814
22 Jan 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5159814 The complaint Mr C complains that Telefonica UK Limited trading as O2 incorrectly applied a default to his credit file. He says this blocked him from accessing personal and business credit. He wants the default removed from his credit file, a full written apology from O2 and... (4 pages)View decision -
Decision Reference DRN-5245625
22 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5245625 The complaint Mr N complains that Wise Payments Limited (“Wise”) won’t refund a payment he made to the wrong person. What happened Mr N holds an account with Wise an international money transfer platform. On 11 October 2024 Mr N topped up the balance of his account and sent... (2 pages)View decision -
Decision Reference DRN-5213567
22 Jan 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5213567 The complaint Mrs E complains that Shawbrook Bank Limited didn’t act on her instruction to reinvest the funds from her matured Individual Savings Account (ISA) into a new two-year ISA that she took out. Instead, the funds were placed into a holding account with only 0.1% int... (3 pages)View decision
