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 364421 results
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Decision Reference DRN-5299084
26 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299084 The complaint Mr M complains that HSBC UK Bank Plc took an unauthorised sum from his account that meant his account went into overdraft and caused him stress and inconvenience. What happened On 20 December 2024 Mr M went to a branch of HSBC to withdraw £700 over the counter... (3 pages)View decision -
Decision Reference DRN-4950874
26 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4950874 The complaint Ms Y complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Ms Y was contacted by an investment bro... (5 pages)View decision -
Decision Reference DRN-5347152
26 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5347152 The complaint Mr E complains about the service he received from Advantage Insurance Company Limited (Advantage) when dealing with a third-party claim. What happened Mr E held car insurance underwritten by Advantage. In July 2022, Mr E was involved in a motor incident. Adva... (3 pages)View decision -
Decision Reference DRN-5357584
26 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5357584 The complaint Mr and Mrs P complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim they’ve made for subsidence damage at their property. What happened Mr and Mrs P have an ongoing claim with RSA in relation to subsidence damage at their home... (2 pages)View decision -
Decision Reference DRN-5267755
26 Feb 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5267755 The complaint Mr K complains that Tradex Insurance Company PLC (‘TIC’) unfairly declined a claim on a commercial vehicle insurance policy. Mr K’s policy was sold and is administered by a third party company on TIC’s behalf and all his correspondence has been with this compan... (4 pages)View decision -
Decision Reference DRN-5346921
26 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5346921 The complaint G, a limited company, complain that Revolut restricted and then closed their business account. They are unhappy payments were returned to the senders without their knowledge. What happened G held a Revolut account, which was used to receive payments through Ope... (4 pages)View decision -
Decision Reference DRN-5290381
26 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5290381 The complaint Mr A and Miss M’s complaint is about a mortgage they had with Nationwide Building Society. They are unhappy that when they wanted to port their existing interest rate product to a new mortgage with Nationwide, they were unable to do so, and had to pay an early ... (3 pages)View decision -
Decision Reference DRN-5353640
26 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5353640 The complaint h complains that National Westminster Bank Plc (NatWest) hasn’t refunded it money it says it lost to a scam. What happened In October 2023, h was approached by a new customer about financing an agreement for a second-hand car. In summary, h found a company to f... (6 pages)View decision -
Decision Reference DRN-5337964
26 Feb 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5337964 The complaint Mrs H has complained about Tradex Insurance Company PLC. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy. What happened Mrs H made a claim under her motor insurance policy and he... (2 pages)View decision -
Decision Reference DRN-5351907
26 Feb 2025 Countrywide Assured Plc Not upheldPensions and AnnuitiesDRN-5351907 The complaint Mr W has complained about a transfer of his pension with Countrywide Assured plc (Countrywide) to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta in November 2014. About half of the QROPS fund was subsequently used to invest in Dolphin Capital,... (15 pages)View decision
