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 353100 results
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Decision Reference DRN-4600185
12 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4600185 Complaint Miss L has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with a credit card as it was unaffordable due to other debts that she already held. Background Virgin Money provided Mi... (3 pages)View decision -
Decision Reference DRN-4561863
12 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4561863 The complaint Mr C complains that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent his loss. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Mr C says he fell victim to a... (3 pages)View decision -
Decision Reference DRN-4662837
11 Mar 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-4662837 The complaint Mr C is unhappy that Kroo Bank Ltd has decided not to refund him after he was the victim of an Authorised Push Payment “APP” scam. What happened Mr C says he was scammed using a dating application/website and sent £25 to individual as a result. He reported the pay... (2 pages)View decision -
Decision Reference DRN-4430995
11 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4430995 The complaint Mr P complains that Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, won’t refund to him the money that he paid for some holiday club membership point rights. He’s being represented in his complaint by a legal adviser. What happened Mr P and his w... (6 pages)View decision -
Decision Reference DRN-4517043
11 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4517043 The complaint Miss S has complained about the way Barclays Bank UK PLC trading as Barclaycard dealt with a claim she’d made under section 75 of the Consumer Credit Act 1974. What happened The circumstances of the complaint are well known so I’m not going to go over everything a... (3 pages)View decision -
Decision Reference DRN-4675862
11 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4675862 The complaint Ms B complains that Revolut Ltd won’t refund a card payment of £298 she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both ... (4 pages)View decision -
Decision Reference DRN-4461435
11 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4461435 The complaint Mr W complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to him the money that he paid for two holiday club memberships. He’s being represented in his complaint by a claims management company. What happened Mr W ... (5 pages)View decision -
Decision Reference DRN-4674333
11 Mar 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4674333 The complaint Mr S complains Sainsbury’s Bank Plc trading as Sainsbury’s Finance (“Sainsbury’s Bank”) hasn’t treated him fairly when he raised a claim under section 75 of the Consumer Credit Act 1974 (“CCA”) What happened Mr S bought a used car in May 2022. The car was just und... (6 pages)View decision -
Decision Reference DRN-4585283
11 Mar 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4585283 The complaint Mr and Mrs S complain that Tesco Underwriting Limited unfairly declined a claim they made under their home insurance policy. Tesco is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Tesco has accepted ... (3 pages)View decision -
Decision Reference DRN-4671439
11 Mar 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4671439 The complaint Mrs K complains about the settlement of her property insurance claim with Fairmead Insurance Limited. Fairmead are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Fairmead accept they are accoun... (4 pages)View decision
