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 365917 results
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Decision Reference DRN-5555505
14 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5555505 The complaint Mr and Mrs F complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. What happened Mr and Mrs F are insured under a travel insurance policy provided as a benefit by a bank and underwritten by IPA. Unfortunat... (4 pages)View decision -
Decision Reference DRN-5511808
14 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5511808 The complaint Mr A complains that Tesco Personal Finance PLC (‘Tesco’), trading as Tesco Bank, irresponsibly agreed to give him two credit card accounts that he says he couldn’t afford. What happened In February 2023 Mr A was accepted for a credit card with Tesco and given ... (4 pages)View decision -
Decision Reference DRN-5535017
14 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5535017 The complaint Mr L complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) didn’t give him a clear reason for declining to increase his credit card limit. Mr L wants full reasons for the declination and for Barclaycard to recognise their actions are damag... (3 pages)View decision -
Decision Reference DRN-5094628
14 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5094628 The complaint Miss M complains that Revolut Ltd won’t refund her after she lost money in an investment scam. Miss M is being represented by a professional representative, but for ease of reading I’ll refer to Miss M only. What happened The circumstances surrounding this co... (3 pages)View decision -
Decision Reference DRN-5334320
14 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5334320 The complaint Mr S complains about Nationwide Building Society’s decision not to raise a chargeback claim on his behalf. What happened Mr S purchased goods through a food delivery platform in late October 2024. Mr S says one of the food items he received wasn’t as described ... (3 pages)View decision -
Decision Reference DRN-5559207
14 May 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5559207 The complaint Mr D and Miss P have complained that Great Lakes Insurance SE (Great Lakes) registered a buildings insurance claim on their policy. As Mr D mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What happened Mr D con... (5 pages)View decision -
Decision Reference DRN-5537096
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5537096 The complaint A company, which I will call S, complains that Revolut Ltd introduced a new fee for its Basic Business Account without giving adequate notice. What happened S’s director told us: He originally chose Revolut because it did not charge a monthly fee for its Ba... (3 pages)View decision -
Decision Reference DRN-5337411
14 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5337411 The complaint Mr G complains Santander UK Plc, didn’t do enough to help get a refund for a transaction made on his credit card. What happened In April 2024, Mr G bought a car for £3,700, paying with his Santander credit card. Mr G says he experienced problems with the car a... (3 pages)View decision -
Decision Reference DRN-4963424
14 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4963424 The complaint Mr K complains Revolut Ltd won’t refund him the money he lost as part of a work-tasks scam. What happened The circumstances surrounding this complaint are well known to both parties, so I’ve summarised what I consider are the key points. Mr K says the scammer... (5 pages)View decision -
Decision Reference DRN-5552499
14 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5552499 The complaint Ms E complains that Tesco Personal Finance Limited, trading as Tesco Bank, have refused to change her name to her maiden name without a decree absolute. What happened Ms E asked Tesco Bank to change her name to her maiden name as she was divorcing. Tesco Bank w... (2 pages)View decision
