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 369227 results
-
Decision Reference DRN-5363133
21 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5363133 The complaint Mr L, one of the partners in a partnership which I’ll refer to as M, complains about Barclays Bank UK PLC’s (Barclays) closure of its account (the Account) during their Know Your Customer (KYC) review. What happened There’s little dispute between the parties a... (5 pages)View decision -
Decision Reference DRN-5207218
21 Mar 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5207218 The complaint T and Mr D (“the complainants”) complain that Aviva Life & Pensions UK Limited delayed payment of the surrender value of a whole life with profits policy, incurring a loss. They seek payment of the difference between the value received and the value given w... (3 pages)View decision -
Decision Reference DRN-5417359
21 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5417359 The complaint Miss B complains that Aviva Insurance Limited (“Aviva”) caused her car to be a total loss, provided poor service and an unfair settlement offer, under her motor insurance policy. What happened Miss B’s car was damaged by another driver whilst it was parked. Sh... (5 pages)View decision -
Decision Reference DRN-5369290
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5369290 The complaint Mr C complains that NewDay Ltd trading as BIP reported adverse information about his credit card account to credit reference agencies. What happened In 2023, Mr C complained to NewDay that the credit card account wasn’t affordable when it was sold. NewDay uphel... (2 pages)View decision -
Decision Reference DRN-5210668
21 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5210668 The complaint Miss H complains that Startline Motor Finance Limited (‘SMF’) recorded an adverse fraud marker against her name. What happened As both parties are familiar with the circumstances of this complaint, I have summarised them briefly below. In August 2021, Miss H en... (3 pages)View decision -
Decision Reference DRN-4952673
21 Mar 2025 Capital Com (UK) Limited Not upheldInvestmentsDRN-4952673 The complaint Mr A complains he experienced technical issues using Capital Com (UK) Limited’s trading app. He’s also unhappy that it closed his account. What happened Mr A contacted Capital Com as he was experiencing problems using its app. He said it seemed to be displaying... (3 pages)View decision -
Decision Reference DRN-5394305
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5394305 The complaint Mr and Mrs S hold/held what appears to be a joint account with Santander UK Plc (“Santander”). Mr and Mrs S’s complaint is about Santander’s refusal to reimburse them money they say they lost due to a scam. Mr and Mrs S are represented by Mendelsons Solicitors ... (4 pages)View decision -
Decision Reference DRN-5187590
21 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5187590 The complaint Ms M complains that National Westminster Bank Public Limited Company (“NatWest”) hasn’t refunded two payments taken from her account. What happened In November 2023, Ms M booked a package holiday through a provider I’ll refer to as “L”. The cost of the package ... (4 pages)View decision -
Decision Reference DRN-5196271
21 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5196271 The complaint Miss Z has complained that Barclays Bank UK PLC (“Barclays”) failed to protect her from a “job scam” and hasn’t refunded the money she lost in the scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of i... (5 pages)View decision -
Decision Reference DRN-5407997
21 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5407997 The complaint Mr E complains about the outcome of a claim he made to Shawbrook Bank Limited in relation to windows he purchased with a fixed sum loan agreement. What happened In March 2017, Mr E was visited by a representative of a company I’ll call ‘Z’ and entered into a c... (11 pages)View decision
