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 360982 results
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Decision Reference DRN-5187857
8 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5187857 The complaint Mr D complains Clydesdale Bank Plc (trading as Virgin Money) transferred his account, without consent and haven’t allowed him to close it. For the purpose of this decision, I will refer to the Bank as Clydesdale, which will include any actions taken under thei... (3 pages)View decision -
Decision Reference DRN-5247646
8 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5247646 The complaint Mrs P complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what happ... (8 pages)View decision -
Decision Reference DRN-5122788
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5122788 The complaint Ms S is unhappy that Barclays Bank Plc has closed her account and registered a Cifas marker against her. What happened Ms S had two accounts with Barclays, a current account and a basic account. From 2 January 2023 and 3 March 2023 Ms S reported over 270 cards... (8 pages)View decision -
Decision Reference DRN-5217154
8 Jan 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5217154 The complaint Mr C complained that Acromas Insurance Company Limited (“Acromas”) unfairly declined his claim for damage caused to his property during bad weather and he thought there were delays in Acromas communicating its decision about the claim. Acromas were providing a ... (3 pages)View decision -
Decision Reference DRN-5242305
8 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5242305 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (13 pages)View decision -
Decision Reference DRN-5204552
8 Jan 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5204552 The complaint Mr H complains that Home Retail Group Card Services Limited trading as Argos Card was irresponsible in its lending to him. What happened Mr H was provided with an Argos credit card in April 2020 with an initial credit limit of £1,350. The credit limit was incre... (3 pages)View decision -
Decision Reference DRN-5241752
8 Jan 2025 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5241752 The complaint The estate of Mrs S complains about poor service from Co-op Funeral Plans Limited after Mrs S died and her family sought to arrange her funeral. The estate is represented by Mrs S’s widower, Mr S. What happened Mrs S took out a pre-paid funeral plan with Co-o... (3 pages)View decision -
Decision Reference DRN-4865442
8 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4865442 The complaint Mrs P complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she fell victim to a scam. What happened What Mrs P says Mrs P says that she was looking for part time remote job opportunities when she was contacted by someone on a messagin... (14 pages)View decision -
Decision Reference DRN-5223224
8 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5223224 The complaint Mr G complains that Bank of Scotland plc trading as Halifax broke their contract with him by allowing his ex-wife to take advantage of the Mortgage Charter scheme. What happened Mr G and his ex-wife have separated. Their home was mortgaged to Halifax and Mr G l... (2 pages)View decision -
Decision Reference DRN-5243394
8 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5243394 The complaint Mr L has complained about the quality of a car provided on finance by Close Brothers Limited trading as Close Brothers Motor Finance. What happened Close Brothers supplied Mr L with a used car on a conditional sale agreement in September 2023. The cash price o... (4 pages)View decision
