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 381082 results
-
Decision Reference DRN-5601378
2 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5601378 The complaint Mr S complains about the impact of an IT outage which affected customers of Barclays Bank UK PLC. He is also unhappy with the service he received while complaining about the outage. What happened During the weekend of 31 January 2025, Barclays suffered an IT ou... (4 pages)View decision -
Decision Reference DRN-5656801
2 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5656801 The complaint Mrs C has complained that Ageas Insurance Limited declined a claim she made under her home insurance policy. Reference to Ageas includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr... (5 pages)View decision -
Decision Reference DRN-5656994
2 Jul 2025 Andrew Smith UpheldInsuranceDRN-5656994 The complaint Mr D has complained about Andrew Smith. Mr D had contracted with it to handle his property insurance claim made after a water leak damaged his let property. He thinks Andrew Smith caused delays which affected the progress of the claim and resulted in losses. A... (3 pages)View decision -
Decision Reference DRN-5179495
2 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5179495 The complaint Mr G says (‘Santander’), hasn’t treated him fairly following an ‘authorised push payment’ (‘APP’) investment scam he fell victim to. He says Santander should reimburse him for the money he lost along with compensatory interest as he has been unfairly deprived ... (7 pages)View decision -
Decision Reference DRN-5627716
2 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5627716 The complaint Mr S complains about the service he received from HSBC UK Bank Plc. What happened Mr S is a customer of HSBC. In February 2025, Mr S tried unsuccessfully to make an urgent payment to a travel agent. The next morning, Mr S was unhappy that HSBC told him it had b... (2 pages)View decision -
Decision Reference DRN-5508606
2 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5508606 The complaint Mr C, on behalf of Miss C, complains that AXA PPP Healthcare Limited declined a claim under a private health insurance policy. What happened The policy covers Miss C, who’s a minor. Mr C has brought the complaint on her behalf. Mr C made a claim to AXA for ge... (3 pages)View decision -
Decision Reference DRN-5058350
2 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5058350 The complaint Mr R and Mrs R are unhappy that Nationwide Building Society has declined to reimburse them after they lost money to a scam. What happened Mr R and Mrs R say they were contacted by a law firm who said it could help them to leave a timeshare contract. They were i... (3 pages)View decision -
Decision Reference DRN-5597643
2 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5597643 The complaint Mrs V is unhappy that Wise Payments Limited (trading as Wise) won’t refund payments she made as a result of a scam. What happened Mrs V was the victim of a job scam involving the following payments from her Wise account: Ref Date Description Amount 1 7 January... (4 pages)View decision -
Decision Reference DRN-5659276
2 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5659276 The complaint Ms K complains that Nationwide Building Society unfairly loaded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well-known to both parties, I will summarise them briefly below. Ms K held an account with Nationw... (6 pages)View decision -
Decision Reference DRN-5506472
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5506472 The complaint Mr R complains about the service received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NW”) when setting up and making a payment to his grandson. In particular, he is unhappy that the payment showed as being made and then later disappeared. What happ... (3 pages)View decision
