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 370904 results
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Decision Reference DRN-5375648
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5375648 The complaint Mr M has complained HSBC UK Bank plc won’t refund him for transactions he didn’t make. He’s also upset that his bank initially refunded him, but took back the refunds when they decided the transactions had been authorised by Mr M. What happened On 4 March 2024 ... (3 pages)View decision -
Decision Reference DRN-5398982
16 Apr 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5398982 The complaint Mr H, through a professional representative, has complained about the transfer of his Prudential Assurance Company Limited (“Prudential”) group personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in April 2016. Mr H’s QROPS was subsequ... (12 pages)View decision -
Decision Reference DRN-5399954
16 Apr 2025 Nationwide Building Society Not upheldMortgagesDRN-5399954 The complaint Mr and Mrs Y complain about the way Nationwide Building Society (Nationwide) handled their application to port their lifetime mortgage to a new property. They also complain that they were not made aware that the fund provider for the mortgage would also have a ... (4 pages)View decision -
Decision Reference DRN-5375242
16 Apr 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5375242 The complaint Mr D complains about the way Liverpool Victoria Insurance Company Limited (LV) handled a claim he made on his home insurance policy. He says they caused delays in completing works which led to his home and personal items becoming damaged. What happened Mr D he... (4 pages)View decision -
Decision Reference DRN-5427073
16 Apr 2025 Credit Blaustein Limited UpheldBanking and PaymentsDRN-5427073 The complaint Mr C is unhappy with Credit Blaustein Limited trading as Credit BLU. In February 2024 Mr C asked Credit Blaustein to transfer his balance (around 1400 EUR) to another account of his with a bank. The transfer never went through. Credit Blaustein said the money w... (2 pages)View decision -
Decision Reference DRN-5322167
16 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5322167 The complaint Mr W has complained Nationwide Building Society won’t refund him for numerous transactions he didn’t authorise. What happened In 2024 after being seriously ill and spending some time in a care home, Mr W noticed his Nationwide account had been practically empti... (3 pages)View decision -
Decision Reference DRN-5428431
16 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5428431 The complaint Mr S has complained Monzo Bank Ltd wouldn’t refund him when he didn’t get cash out of a cash machine. What happened Mr S used a cash machine on 19 August 2024 to withdraw £90. He didn’t get the cash but his Monzo account was still debited. Mr S immediately got ... (2 pages)View decision -
Decision Reference DRN-5490964
16 Apr 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5490964 The complaint Mr A1 and Mr A2 complain about Advantage Insurance Company Limited’s (‘Advantage’) handling of a claim on their car insurance policy, including its decision to decline the claim. What happened Mr A1 and Mr A2 held car insurance provided by Advantage. Mr A1 was... (5 pages)View decision -
Decision Reference DRN-5488035
16 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5488035 The complaint Mr and Mrs R complain that NatWest has reported inaccurate information on their credit files since 2012. What happened Mr and Mrs R took out an interest-only mortgage with NatWest in 2007, the notes from the time suggest they intended to repay the mortgage eith... (7 pages)View decision -
Decision Reference DRN-5405540
16 Apr 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5405540 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans was irresponsible in its lending to him. He wants to only be required to repay the amount he borrowed and for a suitable repayment plan to be set up for this. He also wants all negative info... (3 pages)View decision
