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-5088131
10 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5088131 The complaint The trustees of a trust which I’ll refer to ‘T’ complain that National Westminster Bank Plc (‘NatWest’) unfairly closed the trust’s account and haven’t returned the funds that were in the account. What happened T held a reserve account with NatWest which regul... (5 pages)View decision -
Decision Reference DRN-5319056
10 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5319056 The complaint Mr J has complained about the way Bank of Scotland plc trading as Halifax dealt with his request for money back. What happened Mr J said in 2021 he entered into a contract for dental treatment. To pay for the treatment a continuous payment authority (“CPA”) ar... (3 pages)View decision -
Decision Reference DRN-5287392
10 Feb 2025 MBNA Limited Not upheldConsumer CreditDRN-5287392 The complaint Miss B complains that MBNA Limited (‘MBNA’) unfairly reported a default to her credit file in relation to her credit card account when she was vulnerable, instead of supporting her with a payment plan. Miss B wants her credit card balance written off and for t... (3 pages)View decision -
Decision Reference DRN-5033874
10 Feb 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5033874 The complaint The estate of Mr N has complained that Aviva Life & Pensions UK Limited has declined a claim under a life insurance policy. What happened In September 2020 Mr N purchased a life insurance policy provided by Aviva. In December 2022 Mr N sadly passed away. To... (3 pages)View decision -
Decision Reference DRN-5287893
10 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5287893 The complaint Mr T has complained that NewDay Ltd acted irresponsibly when it provided him with two credit cards in 2020 and 2022. Background Mr T applied for a ‘Marbles’ credit card with NewDay in August 2020. His application was approved, and he was provided with a card wi... (3 pages)View decision -
Decision Reference DRN-5275474
10 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5275474 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited caused further damage to his car following a claim made on his motor insurance policy. What happened Mr S’s car was damaged in an incident and Admiral had its approved repairer carry out repairs. Three ... (2 pages)View decision -
Decision Reference DRN-5254640
10 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5254640 The complaint Ms T’s complaint is about the administration of her mortgage account which is held with Santander UK Plc. In a decision dated 3 February 2025 I explained that I would be considering the following matters. - legal fees added to the mortgage account; - the way ... (4 pages)View decision -
Decision Reference DRN-5264184
10 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5264184 The complaint Mr W complains American Express Services Europe Limited (‘AESEL’) reported a default to the Credit Reference Agencies (‘CRAs’) when he was in an arrangement to repay his personal credit card. He’s unhappy with how AESEL communicated with him. Mr W wants the de... (3 pages)View decision -
Decision Reference DRN-5264377
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5264377 The complaint Miss K complains that HSBC UK Bank Plc registered a default on her account. What happened Miss K says she had a £500 overdraft facility with HSBC, but that, in 2023, she moved house and didn’t receive important correspondence. She says she was suffering from p... (2 pages)View decision -
Decision Reference DRN-5274403
10 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5274403 The complaint Mr O complains about the settlement that Admiral Insurance (Gibraltar) Limited offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr O’s car was damaged in an accident, and he made a claim on his polic... (3 pages)View decision
