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 360982 results
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Decision Reference DRN-5135119
4 Dec 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5135119 The complaint Mr G complains that Vanquis Bank Limited increased the interest rate applicable to his account. He’s also unhappy that when he contacted Vanquis and advised then that he’d lost the paperwork from when he took out the card and couldn’t recall what the interest r... (3 pages)View decision -
Decision Reference DRN-5040089
4 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5040089 The complaint Mr T has complained about the way that National Westminster Bank Plc (NatWest) handled a fraud claim. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr T raised a fraud claim for a transaction of around £250. Due to... (2 pages)View decision -
Decision Reference DRN-5092830
4 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5092830 The complaint Mr M complains that American Express Services Europe Limited (“Amex”) closed his credit card accounts without notice or explanation and that, as a result, he has missed out on loyalty points. He says too that those points were not transferred correctly, and tha... (2 pages)View decision -
Decision Reference DRN-4728320
4 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4728320 The complaint Mrs B complains about Royal & Sun Alliance Insurance Limited’s (‘RSA’s’) handling of a subsidence claim made under her buildings insurance policy. Any reference to RSA includes the actions of its agents. What happened Mrs B holds buildings insurance cover... (3 pages)View decision -
Decision Reference DRN-5190177
4 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5190177 The complaint Mr P complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr P has explained th... (3 pages)View decision -
Decision Reference DRN-5189544
4 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5189544 The complaint Mr F complain that Admiral Insurance (Gibraltar) Limited have provided poor service following a fire at their property. What happened Mr F held a buildings and contents insurance policy with Admiral. In January 2024 there was a fire in the shared stairwell of... (4 pages)View decision -
Decision Reference DRN-5182134
4 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5182134 The complaint Mr J complains that Starling Bank Limited failed to robustly process his chargeback claim for items he says he returned. What happened On 26 April 2024, Mr J says he made a return request for three items he purchased from an online retailer. The retailer instr... (2 pages)View decision -
Decision Reference DRN-4767533
4 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4767533 The complaint Mr W complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr W has an account with Barclays and a cryptocurrency wallet. He also has an account with another business who I’ll refer... (3 pages)View decision -
Decision Reference DRN-4767615
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4767615 The complaint Mr W complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr W has an account with Revolut which he opened in October 2022 and a cryptocurrency wallet which he’s had for some time. He also ... (2 pages)View decision -
Decision Reference DRN-5065786
4 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5065786 The complaint Mr and Mrs L complained that AXA Insurance UK Plc (“AXA”) unfairly declined their claim for damage to their roof and internally within their property following a storm. AXA were providing a Park home insurance policy. What happened Mr and Mrs L said they notice... (3 pages)View decision
