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 369228 results
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Decision Reference DRN-4833040
10 Feb 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4833040 The complaint Mr C complains that Creation Financial Services Limited (‘Creation’) will not refund the cost of a sofa suite which he paid and bought for his mother using his credit card. What happened Following the passing of Mr C’s father, Mr C decided to purchase a new so... (4 pages)View decision -
Decision Reference DRN-5276321
10 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5276321 The complaint Mr G complains Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a storm damage claim under his home insurance policy. References to RSA include its agents. What happened Mr G held a home insurance policy which was underwritten by RSA. Mr G ... (3 pages)View decision -
Decision Reference DRN-5286258
10 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5286258 The complaint Mr N complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments he lost to a scam. What happened Mr N received a message from what appeared to be a wrong number. He began speaking with the individual, who I will call ‘X’ for th... (3 pages)View decision -
Decision Reference DRN-5304104
10 Feb 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5304104 The complaint Ms T complains that HSBC UK Bank Plc trading as first direct bank reported missed payments on her mortgage to her credit file following the breakdown of her relationship. This risked making it difficult for her to take out a new sole mortgage to replace this on... (6 pages)View decision -
Decision Reference DRN-4891264
10 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4891264 The complaint A limited company, O, complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent the loss it suffered when it sent payments as the result of a scam. Mr G (one of O’s directors) has brought the complaint on its behalf and has used a rep... (6 pages)View decision -
Decision Reference DRN-5159844
10 Feb 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5159844 The complaint Ms A complains about how Capital One (Europe) plc (CapOne) reports her credit card information to credit reference agencies (CRAs) What happened Ms A’s complains about how CapOne reports her credit card information to the CRAs. I set out below the information ... (4 pages)View decision -
Decision Reference DRN-5210351
10 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5210351 The complaint Mrs D complains about a payment that wasn’t received into her bank account with Nationwide Building Society(“Nationwide”). What happened Mrs D’s father sent her a payment from his bank abroad that wasn’t received. When Mrs D made enquiries to find out where the... (4 pages)View decision -
Decision Reference DRN-5286625
10 Feb 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5286625 The complaint Mrs B complains that Tesco Underwriting Limited made an unfair claim decision when she attempted to make a claim following damage to her property after a storm. What happened Mrs B notified Tesco, in January 2024 that her property had suffered damage during a r... (3 pages)View decision -
Decision Reference DRN-5075229
10 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5075229 The complaint Mr C and Miss A complain about Royal & Sun Alliance Insurance Limited’s (‘RSA’) response to a claim they made under their home insurance policy. Much of Mr C and Miss A’s dissatisfaction relates to the actions of RSA’s appointed agents who visited their pro... (3 pages)View decision -
Decision Reference DRN-5308480
10 Feb 2025 Metropolitan Housing Trust Ltd UpheldMortgagesDRN-5308480 The complaint Ms G complains that Metropolitan Housing Trust Ltd incorrectly calculated the amount required to redeem her mortgage, causing a number of issues. Ms G is represented in this case by her daughter, but for ease I will refer to Ms G only when referring to points m... (7 pages)View decision
