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 364422 results
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Decision Reference DRN-5258880
26 Feb 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5258880 The complaint Mr and Mrs B’s complaint relates to the mortgage they have with National Westminster Bank Plc (NatWest). They don’t think it is correct or fair that interest rate products offered to existing customers are not as beneficial as those offered to new customers. Wh... (3 pages)View decision -
Decision Reference DRN-5324496
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5324496 Complaint Miss M has complained about the overdraft charges The Royal Bank of Scotland (“RBS”) applied to her current account. She’s said the charges were applied unfairly as she was allowed to use her overdraft for a prolonged period and even when it was clear that she was ... (3 pages)View decision -
Decision Reference DRN-5099692
25 Feb 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5099692 The complaint Mr W complains that Sainsbury's Bank plc won’t refund to him the amount that he’s claimed in relation to some flights. What happened Mr W used his Sainsbury’s Bank credit card in December 2020 to pay £1,284.36 to an airline for some flights. He used the ou... (4 pages)View decision -
Decision Reference DRN-5282839
25 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5282839 The complaint Mr G complains about the way that Bank of Scotland plc has dealt with a credit card account balance transfer and the customer service that he’s received. What happened Mr G says that he applied to Bank of Scotland for a credit card with a 0% balance transfer of... (2 pages)View decision -
Decision Reference DRN-5308824
25 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5308824 The complaint Miss S complains that Tesco Personal Finance Limited trading as Tesco Bank recorded a late payment marker on her credit file. What happened Miss S holds a credit card with Tesco. On 16 August 2024 Miss S made a payment of £1,721.29, which was one day after the ... (3 pages)View decision -
Decision Reference DRN-5315143
25 Feb 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5315143 The complaint Mr L complains that Tesco Personal Finance Limited (“Tesco”) unfairly recorded a notification of loss when he told it he didn’t want to make a claim. What happened In August 2024, Mr L identified a blocked external rainwater drain at the rear of his property. H... (3 pages)View decision -
Decision Reference DRN-5356137
25 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5356137 The complaint Mr O complains Lloyds Bank PLC (“Lloyds”) blocked and closed his accounts. And have likely done so due to an error, and by failing to properly investigate fraud against a limited company account he was a director of. He adds that Lloyds also failed to pay his d... (3 pages)View decision -
Decision Reference DRN-5324008
25 Feb 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5324008 The complaint Mr N has complained that Astrenska Insurance Limited (“Astrenska”) declined a claim he made under his mobile phone insurance policy. What happened The background to this complaint is well known to the parties. Mr N was in Europe at a restaurant in September 202... (2 pages)View decision -
Decision Reference DRN-5322326
25 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5322326 The complaint Mrs S complains that Barclays Bank UK PLC stopped her from transferring funds from her ISA to her current account because of a third party debt order. What happened On 13 December 2017 a company, C, obtained a County Court judgment against Mrs S for just over £... (4 pages)View decision -
Decision Reference DRN-5340296
25 Feb 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5340296 The complaint Mr A complains, through his representative, about losing out on winnings as a result of the way National Savings and Investments (‘NS&I’) handled his application to buy premium bonds and NS&I’s refusal to issue backdated reserved bonds, despite assuranc... (4 pages)View decision
