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 365360 results
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Decision Reference DRN-5013758
22 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5013758 The complaint Mr M complains about the service he’s received from Clydesdale Bank Plc trading as Virgin Money. He’s unhappy about how his request for a refund of £200 was handled. He’s unhappy about being informed that his account was locked, and that the agent wasn’t able t... (3 pages)View decision -
Decision Reference DRN-4786210
22 Sep 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4786210 The complaint Mr H complains about the quality of a car he has been financing through an agreement with Secure Trust Bank Plc (“STB”). He’s also unhappy that he hasn’t been provided with the car’s service history. What happened In March 2023 Mr H took receipt of a used car. ... (3 pages)View decision -
Decision Reference DRN-4976602
21 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4976602 The complaint Mr S complains that Barclays Bank UK PLC hasn’t refunded direct debit payments he says were incorrectly taken from his account. What happened Mr S, who is represented by a family member, says that a business I will call “S” has taken payments from his account v... (3 pages)View decision -
Decision Reference DRN-5024280
21 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5024280 The complaint Mrs W complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account which was unaffordable and later increased the credit limit without appropriate checks. What happened Mrs W says she opened the Aqua credit card account in M... (3 pages)View decision -
Decision Reference DRN-4895849
20 Sep 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4895849 The complaint Mr and Mrs T complain about the way AXA Insurance UK Plc (“AXA”) handled and declined their claim for storm damage. What happened In March 2024, Mr and Mrs T got in touch with their insurer, AXA, to report storm damage to the roof of a property they own and ren... (3 pages)View decision -
Decision Reference DRN-4991496
20 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4991496 The complaint Mr M complains about not being able to deposit cash into the account he holds with Revolut Ltd, about being charged to use an ATM and about payments being made into his account very late in the day. What happened Mr M opened an account with Revolut at the end ... (4 pages)View decision -
Decision Reference DRN-5031620
20 Sep 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-5031620 The complaint Mr W is unhappy that True Potential Wealth Management LLP (“TPWM”) provided him with unsuitable advice to transfer his pensions, causing him a financial loss. What happened In 2018, Mr W engaged the services of a financial advisor (“the advisor”) to provide adv... (9 pages)View decision -
Decision Reference DRN-4928863
20 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4928863 The complaint Mr M complains about Santander UK plc. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr M received an unsolicited message from an individual offe... (3 pages)View decision -
Decision Reference DRN-4964242
20 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4964242 The complaint Mrs J complains about Bank of Scotland plc trading as ‘Halifax’. She says that Halifax didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost as a result. What happened Mrs J was interested ... (4 pages)View decision -
Decision Reference DRN-5014786
20 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5014786 The complaint Mrs J complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost as a result. What happened Mrs J was interested in cryptocurrency and came acr... (4 pages)View decision
