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 366763 results
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Decision Reference DRN-5001078
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5001078 The complaint Ms K complains that HSBC UK Bank Plc acted unfairly in blocking access to her current account. What happened Ms K held a credit card and current account with HSBC. In February 2024, Ms K contacted HSBC to inform them she was struggling financially. Soon after, ... (3 pages)View decision -
Decision Reference DRN-5246169
24 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246169 The complaint Mr B complains Nationwide Building Society sent him a refund without any explanation and that its communication since then has been very poor. What happened Mr B had a credit card account with Nationwide which he closed over 15 years ago. Mr B says he received ... (2 pages)View decision -
Decision Reference DRN-5280133
24 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5280133 The complaint Mrs A’s complained – in her capacity as one of the executors of her late husband, Mr A’s estate – that The Royal London Mutual Insurance Society Limited (“RL”) unfairly declined the claim submitted on Mr A’s life policy and voided the policy. What happened In l... (3 pages)View decision -
Decision Reference DRN-5215837
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5215837 The complaint Mr D is a sole trader. He complains about the way Barclays Bank UK PLC (Barclays) communicated with him during the conduct of their Know Your Customer review, (KYC). Mr D believes that during the process, when attempting to obtain information concerning his bus... (6 pages)View decision -
Decision Reference DRN-5213576
24 Jan 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5213576 The complaint Mr J complains about Aviva Life & Pensions UK Limited’s decision to decline his claims for critical illness and permanent and total disability benefit under his level term assurance policy. What happened The history to this complaint is well known to the p... (4 pages)View decision -
Decision Reference DRN-5248882
24 Jan 2025 Conister Bank Limited UpheldBanking and PaymentsDRN-5248882 The complaint Ms L complains Conister Bank Limited didn’t call her back when she asked for help with an online application. What happened In October 2024 Ms L contacted Conister Bank to say she was having problems completing an online application for a fixed rate bond. Ms L ... (2 pages)View decision -
Decision Reference DRN-5229350
24 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5229350 The complaint Mr C complains that National Westminster Bank Plc (“NatWest”) allowed him to make payments to a cryptocurrency exchange platform. What happened Mr C started trading cryptocurrency and began to make substantial losses starting in September and October 2023. He l... (3 pages)View decision -
Decision Reference DRN-4971914
24 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4971914 The complaint Miss F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In May 2023 Miss F entered into a two-year fixed sum loan agreemen... (5 pages)View decision -
Decision Reference DRN-5170452
24 Jan 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5170452 The complaint Miss B is unhappy that Kroo Bank Ltd applied a fraud marker against her name. What happened In February 2024, Miss B opened an account with Kroo. Between 22 February 2024 and 6 March 2024, the account received faster payments from a number of different people. ... (3 pages)View decision -
Decision Reference DRN-5285688
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5285688 The complaint Mr N is unhappy with the service he received from Barclays Bank UK PLC surrounding his ISA. What happened In January 2023, Mr N visited a Barclays branch to arrange for the transfer of an ISA he held with another provider (which I’ll refer to as ‘X’) to Barcla... (4 pages)View decision
