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 355536 results
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Decision Reference DRN-4998267
3 Sep 2024 MoneyGram International Limited UpheldBanking and PaymentsDRN-4998267 The complaint Miss K says MoneyGram International Limited hasn’t assisted her in recovering an international payment that she asked it to make for her. She says she’s lost out as a result. What happened Miss K used MoneyGram’s payment services to send money to her mother in ... (3 pages)View decision -
Decision Reference DRN-4800285
3 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4800285 The complaint Ms T has complained about her mortgage with Barclays Bank UK Plc. She says if she’d been given correct information in March 2023 then she would have selected a mortgage product without an early repayment charge (ERC). Instead she took a product with an ERC that... (3 pages)View decision -
Decision Reference DRN-4931273
3 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4931273 The complaint Mr B complains Admiral Insurance (Gibraltar) Limited took too long to repair his car. What happened In mid-February 2024 Mr B claimed, for a damaged glass section of his car’s roof, against his Admiral motor insurance policy. Admiral referred the repair to its... (2 pages)View decision -
Decision Reference DRN-4935366
3 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsThe complaint Mr W complains that Barclays Bank UK PLC recorded incorrect information on his credit file. What happened Mr W says that he entered an Individual Voluntary Arrangement (IVA) on 1 June 2018, but that Barclays recorded negative information on his credit file after that date. Ba... (2 pages)View decision -
Decision Reference DRN-4996710
3 Sep 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4996710 The complaint Mr K complains that Accord Mortgages Limited won’t switch the buy-to-let mortgage he holds jointly with his wife to a new fixed interest rate without his wife’s agreement. What happened Mr K and his wife have a joint buy-to-let mortgage with Accord. They are go... (2 pages)View decision -
Decision Reference DRN-4634860
3 Sep 2024 National House-Building Council UpheldInsuranceDRN-4634860 The complaint Mr P complains about the way National House-Building Council (NHBC) has handled a claim he made under his new home warranty. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr P bought a home that was covered by a ten-ye... (3 pages)View decision -
Decision Reference DRN-4875505
3 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4875505 The complaint Mr S has complained that Revolut Ltd blocked a payment he attempted to make to an overseas bank account. What happened Mr S converted £9,267.32GBP into USD within his Revolut account. Mr S then attempted to make a payment to an overseas bank account in USD but ... (4 pages)View decision -
Decision Reference DRN-4977595
3 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4977595 The complaint Mr B complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr B was introduced by a friend to an investment opportunity in... (5 pages)View decision -
Decision Reference DRN-4979711
3 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4979711 The complaint Mrs S complains National Westminster Bank Plc (NatWest) provided poor customer service regarding an issue concerning her debit card payments to an online merchant. What happened Mrs S says she experienced problems when she tried to make payments online to a maj... (3 pages)View decision -
Decision Reference DRN-4905534
3 Sep 2024 DFS Trading Limited UpheldConsumer CreditDRN-4905534 The complaint Mr S complains that DFS Trading Limited, trading as DFS, made a mistake when brokering a credit agreement for him. What happened Mr S bought some furniture from DFS in October 2023. They brokered a credit agreement for him to fund that purchase. Mr S believed h... (2 pages)View decision
