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 369228 results
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Decision Reference DRN-4642712
22 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4642712 The complaint Mrs S has complained Barclays Bank UK PLC won’t refund money withdrawn from her account without her authority. What happened Mr S was appointed as Mrs S’s deputy by the Court of Protection in 2022. On appointment he received details of Mrs S’s bank account that sh... (2 pages)View decision -
Decision Reference DRN-4756742
22 Apr 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4756742 The complaint Miss R complains that Metro Bank PLC trading as RateSetter (“Ratesetter”) irresponsibly gave her a fixed sum loan she couldn’t afford to repay. What happened In August 2022, Miss R applied for a fixed sum loan with RateSetter. She was given a loan for £7,000. The... (2 pages)View decision -
Decision Reference DRN-4751920
22 Apr 2024 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-4751920 The complaint S, a limited company, complains that Advanced Payment Solutions (trading as Cashplus) unfairly restricted their accounts, and withheld the remaining balance from them. They’d like the account reinstated and the funds returned to them. What happened S held an accou... (2 pages)View decision -
Decision Reference DRN-4538468
22 Apr 2024 Vauxhall Finance plc UpheldConsumer CreditDRN-4538468 The complaint Mr B is unhappy that a car supplied to him under a conditional sale agreement with Vauxhall Finance Plc was of an unsatisfactory quality. What happened In August 2020, Mr B was supplied with a new car through a conditional sale agreement with Vauxhall. He paid a d... (4 pages)View decision -
Decision Reference DRN-4432107
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4432107 The complaint Mr M, a sole trader, complains that National Westminster Bank Plc is unfairly holding him personally liable for a bounce back loan (“BBL”) that he applied for in the name of his limited company. What happened Mr M had held an active business current account with N... (3 pages)View decision -
Decision Reference DRN-4742528
22 Apr 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4742528 The complaint Mr S complains that AXA PPP Healthcare Limited has turned down a claim he made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the k... (5 pages)View decision -
Decision Reference DRN-4710269
22 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4710269 The complaint Mr D complains that although Barclays Bank UK PLC trading as Barclaycard upheld his complaint about irresponsible lending it has said information about his account will remain on his credit file until the outstanding balance has been fully repaid. What happened Mr... (2 pages)View decision -
Decision Reference DRN-4756599
22 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4756599 The complaint Mr D is unhappy with the service he received from Metro Bank PLC surrounding a request he made to reverse a pending payment. What happened Mr D made a payment to a merchant from his Metro account. The following day, Mr D called Metro and explained that he’d decide... (3 pages)View decision -
Decision Reference DRN-4559938
22 Apr 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4559938 The complaint Mr R complains that American Express Services Europe Limited won’t refund him for an accommodation booking. What happened In November 2022 Mr R’s American Express Services Europe Limited credit card (Amex for short) was used to pay an introducer... (3 pages)View decision -
Decision Reference DRN-4721917
22 Apr 2024 Prudential Pensions Limited UpheldPensions and AnnuitiesDRN-4721917 The complaint Mr T’s complaint is that Prudential Pensions Limited (PPL) stopped sending him monthly portfolio statements in August 2022. When he called to query what had happened, he got through to a business I’ll refer to as business A. It told him it couldn’t locate his pens... (4 pages)View decision
