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 356389 results
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Decision Reference DRN-4787319
8 May 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4787319 The complaint Miss T complains about a Bank of Scotland plc (BoS) data breach. What happened I issued a provisional decision on 18 April 2024, and this is what I said: I’ve considered the relevant information about this complaint. Before I issue my final decision, I wanted to g... (5 pages)View decision -
Decision Reference DRN-4787314
8 May 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4787314 The complaint Mr Y complains that The Royal Bank of Scotland Plc (RBS) didn’t keep their promise to remove negative information, including defaults, from his credit file. What happened I issued a provisional decision on 20 April 2024, and this is what I said: I’ve considered th... (4 pages)View decision -
Decision Reference DRN-4787306
8 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4787306 The complaint Mr H complains about Barclays Bank UK PLC trading as Barclaycard unfairly reducing the credit limit on his account. What happened I issued a provisional decision on 20 April 2024, and this is what I said: I’ve considered the relevant information about this complai... (4 pages)View decision -
Decision Reference DRN-4783952
8 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4783952 The complaint Mrs A complains that Lloyds Bank PLC didn’t do enough to protect her from the financial harm caused by a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (3 pages)View decision -
Decision Reference DRN-4697073
8 May 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4697073 The complaint Mr W complains about the way AXA Insurance UK Plc (“AXA”) has handled a claim he made under his building insurance policy. Any reference to AXA in this decision includes its appointed agents. What happened Mr W contacted AXA in 2018 when he noticed flooding to the... (3 pages)View decision -
Decision Reference DRN-4660725
8 May 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4660725 The complaint Mr W’s complaint is about Toyota Financial Services (UK) PLC trading as Redline Financial Services’s response to dealing with problems he’s had with a car it supplied to him under a hire-purchase agreement. What happened In November 2022 Mr W entered into a hire-p... (3 pages)View decision -
Decision Reference DRN-4727383
8 May 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4727383 The complaint M, a limited company, complains that The Royal Bank of Scotland Plc froze its account while M was engaging with a business review. M has been represented in this complaint by one of its directors, Mr M. What happened In December 2022 RBS wrote to M to say that it ... (2 pages)View decision -
Decision Reference DRN-4665133
8 May 2024 Currencies Direct Financial Markets Limited Not upheldBanking and PaymentsDRN-4665133 The complaint Mr S complains about how Currencies Direct Financial Markets Limited (CD) dealt with an international transfer. What happened Mr S made a transfer of £30,000 to an account in Canada using CD. He says he used the correct details for the recipient but by 12 October ... (3 pages)View decision -
Decision Reference DRN-4679131
8 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4679131 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard blocked his card whilst he was abroad, leaving him unable to book a return flight. What happened Mr C holds a credit card account with Barclaycard. He contacted Barclaycard to let them know that he wo... (3 pages)View decision -
Decision Reference DRN-4778784
8 May 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4778784 The complaint Mr F complains about how Harvey & Thompson Limited (trading as H & T Pawnbrokers) dealt with his loan application, and about related issues. What happened In October 2022, Mr F visited a branch of H&T to apply for a loan. He brought with him two items ... (2 pages)View decision
