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 369227 results
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Decision Reference DRN-5310107
7 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5310107 The complaint Mr T is unhappy with Nationwide Building Society. Mr T opened an account with Nationwide specifically to receive a large payment from a solicitor abroad. The money didn’t go through, and Mr T was still charged a fee for it. What happened When Mr T first opened... (2 pages)View decision -
Decision Reference DRN-5316322
7 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5316322 The complaint Ms M complains that West Bay Insurance Plc unfairly cancelled two motor insurance policies she held with it. Reference to West Bay includes its agents. What happened Ms M held two motor insurance policies with West Bay taken out through a broker – policy A and ... (4 pages)View decision -
Decision Reference DRN-5175679
7 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5175679 The complaint Mr B, through his representative, complains that Vanquis Bank Limited lent to him irresponsibly by approving a credit card for him in July 2016 and then increasing the credit limits three times from £500 to £3,500 over the following years. Mr B, through his rep... (4 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN-5090324
7 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5090324 The complaint B, a partnership, complains that Clydesdale Bank Plc (trading as Virgin Money) won’t refund them for transactions that were made as part of a scam. What happened The background to this complaint is well known to both parties, and largely not in dispute. So I w... (2 pages)View decision -
Decision Reference DRN-5197029
7 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5197029 The complaint Mr B’s complaint is about the handling of a claim under the legal expenses section of his home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). RSA is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the... (5 pages)View decision -
Decision Reference DRN-5291260
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5291260 The complaint Mr M complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened In summary, believing he was investing in cryptocurrency, Mr M made payments of approximately £90,000 to a scammer in September and October ... (3 pages)View decision -
Decision Reference DRN-5311651
7 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5311651 The complaint Mr O is unhappy with the credit file reporting that Starling Back Limited have made regarding his account. What happened Mr O has a Starling current account with an overdraft facility of £500. In July 2021, Mr O took the balance of his account beyond the agree... (3 pages)View decision -
Decision Reference DRN-5026670
7 Feb 2025 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5026670 The complaint Mr P complains Helvetia Global Solutions LTD unfairly declined his claim when he was made redundant by his employer. What happened Mr P previously held an income protection policy with another provider. In 2023, he contacted his broker about increasing the leve... (4 pages)View decision -
Decision Reference DRN-5216705
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5216705 The complaint Miss G is unhappy with how Barclays Bank UK PLC handled her current account switch after her salary wasn’t paid in as expected. What happened In August 2024 Miss G applied for a current account switch from her provider at the time, to Barclays. The switch was ... (3 pages)View decision
