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 364862 results
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Decision Reference DRN-4993264
30 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4993264 The complaint Mr H complains Santander UK Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In December 2023, Mr H bought a bike, paying with his Santander debit card. Having received the bike, Mr H changed the tyres and establis... (3 pages)View decision -
Decision Reference DRN-5297044
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5297044 The complaint Mrs M has complained that National Westminster Bank Plc (“NatWest”) failed to protect her from falling victim to a scam, and hasn’t refunded all of the money she lost. What happened The background of this complaint is already known to both parties, so I won’t ... (5 pages)View decision -
Decision Reference DRN-5148202
30 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5148202 The complaint Mr and Mrs G complain that Nationwide Building Society didn’t make it clear enough that there was a cut off date for them to secure a new fixed rate when their one came to an end on their mortgage. They have had one month charged at the standard variable rate (... (4 pages)View decision -
Decision Reference DRN-4899009
30 Jan 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-4899009 The complaint Mrs B – Mr B’s mother has brought the complaint to us on Mr B’s behalf – acting as his representative. As she’s solely dealt with correspondence for the account, I’ll refer to her throughout the decision. But it’s Mr B’s complaint under our rules. Mrs B complai... (3 pages)View decision -
Decision Reference DRN-5296666
30 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5296666 The complaint Mr A complains that JAJA FINANCE LTD (‘JAJA’) hasn’t refunded the money he lost after he fell victim to a scam. He’s also unhappy with how JAJA handled his reimbursement claim. To resolve the complaint, Mr A’s asked JAJA to reimburse the loss he’s suffered. Wh... (4 pages)View decision -
Decision Reference DRN-5138857
30 Jan 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5138857 The complaint Mr S is unhappy that The Royal Bank of Scotland (RBS) recorded information incorrectly on his credit file, which be believes prevented him from obtaining a mortgage. What happened Mr S had a loan account with RBS, which was settled in January 2024. Mr S applied... (2 pages)View decision -
Decision Reference DRN-5294271
30 Jan 2025 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5294271 The complaint Mr Z and the estate of Mrs Z complain that The Prudential Assurance Company Limited hasn’t fairly settled a critical illness claim Mrs Z made on a Home Purchaser policy. What happened Mr and Mrs Z took out a Home Purchaser policy in 1999 to protect their mortga... (3 pages)View decision -
Decision Reference DRN-5181998
30 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5181998 The complaint Mr C is unhappy the claim he made with esure Insurance Limited (esure) under his motor insurance policy hasn’t been settled. What happened In March 2022 Mr C was unfortunately involved in an accident involving two other vehicles and so reported a claim to esure... (2 pages)View decision -
Decision Reference DRN-5296852
30 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5296852 The complaint Mrs L complains that AXA Insurance UK Plc (“AXA”) unfairly recorded her at-fault for an accident claim under her motor insurance policy. What happened In December 2023 Mrs L was involved in a car accident. She contacted AXA and received a letter that told her s... (3 pages)View decision -
Decision Reference DRN-5256471
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5256471 The complaint Mr T Jr complains on behalf of his father, Mr T, about the service received from Lloyds Bank PLC (“Lloyds”) when trying to locate a historical account that he believed Mr T held with it. Mr T Jr doesn’t believe Lloyds have done enough in its efforts to locate t... (4 pages)View decision
