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 360264 results
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Decision Reference DRN-5145912
14 Nov 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5145912 The complaint Mr S is complaining about American Express Services Europe Limited (AESEL) because it refused to set up a direct debit from his preferred account for payments to his credit card. What happened Mr S has a credit card account with AESEL. He wanted to set up a dir... (2 pages)View decision -
Decision Reference DRN-5146273
14 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5146273 The complaint Mr Z complains that Revolut Ltd didn’t do enough to protect him when he was buying cryptocurrency to send to an employment scam. What happened In mid-May 2023, Mr Z was contacted via a messenger service with a job advert. It involved him reviewing hotel package... (3 pages)View decision -
Decision Reference DRN-4789971
14 Nov 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4789971 The complaint Mr S says Capital One (Europe) plc (“Capital One”) refuses to refund him for fraudulent transactions on his account. What happened Mr S says he noticed two transactions on his account for £600 each, but these transactions are fraudulent. Mr S says he only agree... (2 pages)View decision -
Decision Reference DRN-4924138
14 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4924138 The complaint A company which I’ll refer to as A complains that Santander UK Plc (‘Santander’) won’t refund the money it lost. Mr G, who is a director of A, brings this complaint on A’s behalf. What happened Mr G says that he was persuaded to make an investment for A with a ... (4 pages)View decision -
Decision Reference DRN-5018590
14 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5018590 The complaint Mrs M complains about a car she acquired with credit provided by BMW Financial Services (GB) Limited (“BMWFS”). What happened In July 2021 Mrs M entered into a regulated hire purchase agreement with BMWFS to fund her purchase of a used car. The car was about si... (2 pages)View decision -
Decision Reference DRN-4935476
14 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4935476 The complaint Mr W is disputing a transaction that debited his account with Starling Bank Limited and would like this to be refunded. What happened Mr W visited a shopping centre on 1 February 2024 and recalls having his wallet, which contained his Starling debit card, wit... (5 pages)View decision -
Decision Reference DRN-5143845
14 Nov 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5143845 The complaint Miss M complains about Fairmead Insurance Limited’s handling of a claim made under her home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss M and Fairmead can be ass... (10 pages)View decision -
Decision Reference DRN-4983042
14 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4983042 The complaint Miss R says Santander UK PLC (“Santander”) refuses to refund her for a transaction on her account she says she didn’t authorise. What happened Miss R says she was trying to book a hotel for her and a friend, and she called a number she believed to be a genuine ... (2 pages)View decision -
Decision Reference DRN-5107250
14 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5107250 The complaint Mr H complains about the maturity value he received in respect of several with-profits plans administered and managed by Aviva Life & Pensions UK Limited (Aviva). Mr H complains that the value of his plans decreased from 2022 to 2023 and he received less th... (7 pages)View decision -
Decision Reference DRN-5147514
14 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5147514 The complaint A limited company, which I’ll refer to as L, complains that Barclays Bank UK Plc trading as Barclaycard (‘Barclaycard’) closed its company credit card account and reported adverse information to the credit reference agencies (CRA). L is represented by its dire... (7 pages)View decision
