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 362716 results
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Decision Reference DRN-4659728
4 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4659728 The complaint Mr L complains Wise Payments Limited (“Wise”) blocked and closed his account, and it has failed to return all his funds. To put things right, Mr L wants all the funds returned to him, and for Wise to pay him compensation. What happened Following an internal review... (6 pages)View decision -
Decision Reference DRN-4627217
4 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4627217 The complaint Mr P has complained about delays by Advantage Insurance Company Limited in assessing a claim under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. In summary Mr P uploaded i... (2 pages)View decision -
Decision Reference DRN-4465812
4 Mar 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4465812 The complaint Ms F complains about the way in which American Express Services Europe Limited handled her disputed transaction claim. What happened Ms F had to arrange for a plumber to attend her property to fix a leak. She provided her AESEL card details to the plumber at the s... (3 pages)View decision -
Decision Reference DRN-4534359
4 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4534359 The complaint Mr T complains that Clydesdale Bank Plc trading as Virgin Money hasn’t provided sufficient compensation given the distress and inconvenience caused by it incorrectly duplicating transfers from his account. The payments were being made to Mr T’s other accounts (inc... (3 pages)View decision -
Decision Reference DRN-4378049
4 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4378049 The complaint Mrs R has complained that U K Insurance Limited trading as Direct Line produced misleading documentation. She has also complained that it didn’t change an email address when asked to do so. What happened The background to this matter is not in dispute. In summary ... (2 pages)View decision -
Decision Reference DRN-4533810
4 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4533810 The complaint Mr J complains about the service he received from Lloyds Bank Plc when he made an international money transfer (IMT). What happened Mr J authorised an IMT for £2,168.41 via his on-line banking at 08.42am on 24 August 2023. He called Lloyds to cancel the transfer a... (2 pages)View decision -
Decision Reference DRN-4638929
4 Mar 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4638929 The complaint Mr and Mrs H say Barclays Bank UK PLC lent to them irresponsibly. What happened Mr and Mrs H took out a Resolve loan from Barclays on in December 2012. The loan was for £3,500 and the term was 30 months. It was repaid by October 2014. The loan was taken out as Mr ... (2 pages)View decision -
Decision Reference DRN-4516741
4 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4516741 The complaint Mr J complains that Barclays Bank UK PLC won’t reimburse him the money he transferred to a fraudster. What happened Mr J has explained he saw an individual on one of his social media platforms advertising items for sale that interested him. Mr J made contact with ... (4 pages)View decision -
Decision Reference DRN-4638261
4 Mar 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4638261 The complaint Mr H and Mrs H have complained that The National Farmers' Union Mutual Insurance Society Limited (NFU) unfairly increased their premium for a home insurance policy. What happened Mr H and Mrs H were insured by NFU for several years. When their policy renewed,... (2 pages)View decision -
Decision Reference DRN-4500982
4 Mar 2024 Prodigy Finance LTD Not upheldConsumer CreditDRN-4500982 The complaint Mr W complains that Prodigy Finance LTD irresponsibly lent to him. Mr W also says Prodigy misrepresented the nature of the loan and has structured the loan in a way that means he’s paying more. Mr W also says Prodigy terminated the loan without providing proper no... (3 pages)View decision
