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 380824 results
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Decision Reference DRN-5041454
25 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5041454 The complaint Ms C has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Cred... (6 pages)View decision -
Decision Reference DRN-4809661
25 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4809661 The complaint Mr M is unhappy that Aviva Life & Pensions UK Limited declined a claim made under his critical illness policy. Although Mr M is being represented in this complaint, I’ve referred to him throughout. What happened Mr M made a claim under the policy which wa... (2 pages)View decision -
Decision Reference DRN-5042213
25 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5042213 The complaint Mr D complains Bank of Scotland plc trading as Halifax declined an Apple Pay transaction. What happened In February 2024, Mr D attempted an Apple Pay transaction using his credit card, but this was declined. He tried the transaction again via ch... (3 pages)View decision -
Decision Reference DRN-4107573
25 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4107573 The complaint Mrs L has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.... (6 pages)View decision -
Decision Reference DRN-4913052
25 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4913052 The complaint Mr R, via a representative, complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inst... (3 pages)View decision -
Decision Reference DRN-4913126
25 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4913126 The complaint Mr R, via a representative, complains that National Westminster Bank Plc (“NatWest”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything ... (3 pages)View decision -
Decision Reference DRN-4802508
25 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4802508 The complaint Mr P complains about the service he received from Barclays Bank UK PLC (“Barclays”). In particular he is unhappy in the way staff questioned him regarding a withdrawal he wished to make and that Barclays failed to raise a DSAR for him when he requested it. What... (3 pages)View decision -
Decision Reference DRN-5042592
25 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5042592 The complaint Mr B complains that he overpaid his account American Express Services Europe Limited (AESEL) trading as American Express with (Amex). What happened Mr B has an Amex card. On the statement issued on 10 December 2023, the balance was £2,611.34 and was due to be ... (4 pages)View decision -
Decision Reference DRN-4916931
25 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4916931 The complaint Mr E is unhappy with how he was treated by National Westminster Bank Plc when he opened an account. What happened Mr E tried to open an account in one of the bank’s branches on 6 March 2024. After problems with his documentation due to a bank error it was not o... (2 pages)View decision -
Decision Reference DRN-4955362
25 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4955362 The complaint Mr F is unhappy that Revolut Ltd blocked his account following its concerns he had been the victim of a scam. What happened On 19 November 2023 Revolut blocked Mr F’s account. It had concerns that a transaction he had authorised – around £10,000 paid to a cryp... (5 pages)View decision
