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 362195 results
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Decision Reference DRN-4554977
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4554977 The complaint Miss C has complained about the interest Barclays Bank UK PLC, trading as Barclaycard, charged her on her October 2023 card statement. She’d like a full explanation as to how Barclaycard calculated the interest to be £21.84. What happened Miss C was surprised by t... (1 page)View decision -
Decision Reference DRN-4689466
2 Apr 2024 Gracombex Ltd UpheldConsumer CreditDRN-4689466 Complaint Mr C has complained about instalment loans which Gracombex Ltd (trading as “The Money Platform”) arranged for him. Mr C says that the loans were unaffordable and were therefore irresponsibly provided to him. Background The Money Platform operated the electronic system... (7 pages)View decision -
Decision Reference DRN-4469672
2 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4469672 The complaint Mr M has complained that when he went to a Nationwide Building Society branch, it incorrectly informed him that he couldn’t make a payment towards his credit card by cash. What happened Mr M went to a Nationwide branch, to make a payment to his credit card, using ... (2 pages)View decision -
Decision Reference DRN-4302396
2 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4302396 The complaint The estate of Mrs S complains about Mrs S’s homecare policy with British Gas Insurance Limited (BG). Mrs S’s son and daughter (joint executors) have brought the complaint on behalf of their mother’s estate. In my decision I’ve referred variously to ‘Mrs S’, ‘Mrs S... (3 pages)View decision -
Decision Reference DRN-4669669
1 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4669669 The complaint Mrs D and Mr D complain about Nationwide Building Society (“Nationwide”) because of issues they experienced when changing name details in order to use an account switching offer. They want Nationwide to be more flexible in the way it interacts with customers. What... (3 pages)View decision -
Decision Reference DRN-4716695
1 Apr 2024 Intrum UK Limited UpheldConsumer CreditDRN-4716695 The complaint Mr C has complained that Intrum UK Limited recorded missed payments on his credit file when he had continued to pay the original lender. What happened This complaint surrounds a loan, which was opened in 2013 and sold to Intrum in 2022. It had not defaulted, and M... (2 pages)View decision -
Decision Reference DRN-4686993
1 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4686993 The complaint Mr N has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In early 2022, Mr N’s Starling account received money from a victim who’d been defrauded into paying Mr N. This money was mostly sen... (3 pages)View decision -
Decision Reference DRN-4716684
1 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4716684 The complaint Miss F has complained that Barclays Bank UK PLC registered a marker against her at CIFAS, the national fraud database. What happened In late 2021 and early 2022, Miss F received a number of payments from various people, the bulk of which she transferred to a crypt... (2 pages)View decision -
Decision Reference DRN-4644780
1 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4644780 The complaint Mr S has complained that Bank of Scotland plc, trading as Halifax (“Bank of Scotland”) has not paid the full amount of compensation after upholding his complaint about his overdraft. What happened Mr S made a complaint to Bank of Scotland in September 2023, saying... (3 pages)View decision -
Decision Reference DRN-4629893
31 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4629893 The complaint Mr L has complained that Barclays Bank UK PLC, trading as Barclaycard (“Barclays”), didn’t reduce the credit limit on his credit card when his circumstances changed and his credit score dropped significantly in January 2023. The limit was reduced some months later... (3 pages)View decision
