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 369227 results
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Decision Reference DRN-4926110
13 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4926110 The complaint Mr K complains that Santander UK Plc’s One Time Passcode (OTP) process is not fit for purpose. What happened Mr K says that he opened a current account with Santander entirely for the travel benefits the account offered. Mr K went overseas, and he informed Sant... (3 pages)View decision -
Decision Reference DRN-4815299
13 Aug 2024 New Wave Capital Limited Not upheldBanking and PaymentsDRN-4815299 The complaint H complains that there’s no option to opt out of receiving text messages about account payments from New Wave Capital Limited trading as Capital on Tap. What happened H has an account with Capital on Tap and is set up to make repayments via direct debit. When ... (2 pages)View decision -
Decision Reference DRN-4922746
13 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4922746 The complaint Mr S complains about delays and mistakes from Barclays Bank UK PLC trading as Barclaycard after he made a Data Subject Access Request (DSAR). What happened In November 2023 Mr S made a DSAR by email to Barclaycard. Around a month later, Mr S chased Barclaycard ... (2 pages)View decision -
Decision Reference DRN-4640530
13 Aug 2024 Transmit Start-Ups Limited Not upheldBanking and PaymentsDRN-4640530 The complaint Mr T complains that Transmit Start-Ups Limited mis-sold a loan and a franchise to him. What happened Mr T told us: In late 2022 he used a loan to purchase a franchise. At the time he was in a vulnerable position; he was deeply unhappy in his previous employ... (3 pages)View decision -
Decision Reference DRN-4346787
13 Aug 2024 Sporting Index Limited UpheldInvestmentsDRN-4346787 The complaint Mr J complains that Sporting Index Limited (‘Sporting Index’) voided bets he made in his Sporting Index account. What happened Mr J had a spread betting account provided by Sporting Index. On 10 September 2022 he placed a trade to buy £150 of ‘Biggest Winning M... (5 pages)View decision -
Decision Reference DRN-4925984
13 Aug 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4925984 The complaint Mr M is unhappy that Tandem Personal Loan Ltd sent him notifications saying that he was in arrears on his loan when that wasn’t the case. What happened Mr M has a personal loan with Tandem to which he makes manual payments every month. Mr M’s loan payments are ... (2 pages)View decision -
Decision Reference DRN-4801779
13 Aug 2024 Atomos Financial Planning Limited UpheldInvestmentsDRN-4801779 The complaint The estate of Mrs C complains about the advice Mrs C was given by Atomos Financial Planning Limited (‘Atomos’). The estate complains that the advice for Mrs C to purchase an immediate care fees plan wasn’t suitable for her. This is because the care fees plan di... (8 pages)View decision -
Decision Reference DRN-4895533
13 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4895533 The complaint Mr and Mrs L complain about the level of service they received from Santander UK Plc. What happened Mr and Mrs L use Santander’s private banking service. Mr L has been unwell for many years requiring significant periods of medical intervention. He understood th... (2 pages)View decision -
Decision Reference DRN-4897247
13 Aug 2024 American International Group UK Limited Not upheldInsuranceDRN-4897247 The complaint Miss S has complained that American International Group UK Limited have declined her claim for a lost phone. What happened Miss S bought a new iphone in December 2023. She says her phone was stolen from her pocket in a shop around 5.30pm on 22 March 2024. She... (2 pages)View decision -
Decision Reference DRN-4948333
13 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4948333 The complaint Mr S has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A (‘... (7 pages)View decision
