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 353748 results
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Decision Reference DRN-4379193
15 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4379193 The complaint Mr D is unhappy that Barclays Bank UK PLC have recorded a cifas marker on his credit file. He would like this to be removed. What happened Mr D says he was the victim of a crime on 10 July 2018. He’s said his friend told him about a way in which he could make mone... (4 pages)View decision -
Decision Reference DRN-4625176
15 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4625176 The complaint Miss S complains Monzo Bank Ltd defaulted her credit card account without telling her how to repay the overdue balance. What happened Miss S says Monzo applied a default to her account but never told her this would happen. She says she sent emails to Monzo regardi... (2 pages)View decision -
Decision Reference DRN-4648174
15 Mar 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4648174 The complaint Miss M complains that Atlanta Insurance Intermediaries Limited (Atlanta) didn’t provide policy information by post. This resulted in a lack of cover for accidental damage, under her home contents insurance policy. What happened Miss M contacted Atlanta, acting as ... (2 pages)View decision -
Decision Reference DRN-4600699
15 Mar 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4600699 The complaint Miss N complains Zopa Bank Limited didn’t help her when she told them she was in financial difficulties on her credit card. What happened On 22 and again on 29 March 2023, Miss N contacted Zopa and asked them for a three- month payment break. Zopa replied, said th... (3 pages)View decision -
Decision Reference DRN-4196640
15 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4196640 The complaint Mr H complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on givi... (3 pages)View decision -
Decision Reference DRN-4638757
15 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4638757 The complaint Mr F is unhappy that a replacement Barclaycard from Barclays Bank UK PLC was sent to the wrong address. He’s also unhappy about the service he received when he visited a branch. What happened Mr F’s Barclaycard expired in July 2023. He didn’t receive a new card so... (2 pages)View decision -
Decision Reference DRN-4654172
15 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4654172 The complaint Ms P complains AXA Insurance UK Plc (“AXA”) has unfairly declined her claim on her home insurance policy for contents stolen from her car. Any reference to AXA includes its agents. What happened Ms P’s home insurance policy renewed in September 2022. The policy co... (2 pages)View decision -
Decision Reference DRN-4601812
15 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4601812 The complaint Mr R complains Barclays Bank UK PLC trading as Barclaycard never contacted him after he took out his credit card. He says this led to a default being unfairly applied. What happened My understanding is Mr R opened his credit card account in September 2016. The acc... (3 pages)View decision -
Decision Reference DRN-4686899
15 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4686899 The complaint Mr B is unhappy that Lloyds Bank PLC have not provided him with the funds from his dormant account. He would like the money in his account with interest owed. What happened Mr B held a passbook account with Lloyds which as of December 1979 showed he had a balance ... (2 pages)View decision -
Decision Reference DRN-4686400
15 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4686400 The complaint Mrs S complains that Nationwide Building Society (Nationwide) restricted her accounts and took too long to let her access them again. Mrs S is represented by her daughter, Ms S1. Ms S1 is also lasting power of attorney for Mrs S. What happened In October 2021, Nat... (5 pages)View decision
