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 363152 results
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Decision Reference DRN-4514246
12 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4514246 The complaint Mr H is complaining about Barclays Bank UK PLC trading as Barclaycard because his account was defaulted and the debt sold despite his efforts to pay off the balance. What happened Mr H had a credit card account with Barclaycard. Statements provided by Barclaycard ... (3 pages)View decision -
Decision Reference DRN-4558007
12 Mar 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4558007 The complaint Ms V is unhappy that Starling Bank Limited has decided not to refund her after she says she was the victim of an Authorised Push Payment “APP” scam. What happened Ms V says she was looking for a franchise opportunity, using a website that specifically advertised f... (4 pages)View decision -
Decision Reference DRN-4501146
12 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4501146 The complaint Mr L complains that Lloyds Bank PLC applied charges to his account that he didn’t expect and wasn’t aware of. What happened Mr L applied for an account with Lloyds online. He believed that he’d applied for a basic current account, but Lloyds’ systems recorded him ... (2 pages)View decision -
Decision Reference DRN-4412837
12 Mar 2024 CB Payments Ltd Not upheldBanking and PaymentsDRN-4412837 The complaint Mr H complains that CB Payments Ltd trading as Coinbase hasn’t given him access to money it’s holding for him. What happened Mr H contacted Coinbase in June 2023 to update his phone number but after he had some issues with this – he then asked Coinbase to return t... (2 pages)View decision -
Decision Reference DRN-4630015
12 Mar 2024 Goodman Retail Limited Not upheldConsumer CreditDRN-4630015 The complaint Ms B complains about the information provided to her by Goodman Retail Limited trading as West London Audi (“GRL”) who acted as credit brokers in relation to a hire purchase agreement with Volkswagen Financial Services trading as Audi Financial Services (“AFS”). W... (3 pages)View decision -
Decision Reference DRN-4621772
12 Mar 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4621772 The complaint Mr S complains British Gas Insurance Limited (“British Gas”) caused avoidable damage to his property when completing a repair under his home emergency policy. Any reference to British Gas includes the actions of its agents. What happened The circumstances of this ... (3 pages)View decision -
Decision Reference DRN-4676993
12 Mar 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-4676993 The complaint Mr and Mrs D complain about their travel insurance policy provided by Barclays Bank UK PLC as a benefit of a current account. What happened In summary, for many years, Mr and Mrs D have had travel insurance as a benefit of a current account with Barclays. In 2018,... (3 pages)View decision -
Decision Reference DRN-4635106
12 Mar 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4635106 The complaint Mr B complains that Interactive Investor Services Limited (“IISL”) has started to charge him fees on his stocks and shares ISA despite a previous agreement that any normal fees would be waived. What happened Mr B holds a stocks and shares ISA with IISL. His ISA mo... (3 pages)View decision -
Decision Reference DRN-4661660
12 Mar 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4661660 The complaint Mr T complains AA Underwriting Insurance Company Limited (“AAUICL”) unfairly avoided his motor insurance policy following a claim. Any reference to AAUICL includes its agents. What happened Mr T took out a motor insurance policy with AAUICL around August 2022 to c... (3 pages)View decision -
Decision Reference DRN-4562598
12 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4562598 The complaint Mr K complains about a blocked payment on his account with Bank of Scotland plc trading as Halifax (“Halifax”). What happened Mr K says he travelled to London to make an investment and due to the amount, the payment was blocked. Mr K says he understood why it was ... (2 pages)View decision
