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 364766 results
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Decision Reference DRN-5289348
28 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5289348 The complaint Ms K complains about what happened when she went to a branch, and asked National Westminster Bank Plc to transfer a large amount of money out of her account, to her solicitors. Ms K said she had her passport and other ID, but NatWest wouldn’t accept it. What ha... (3 pages)View decision -
Decision Reference DRN-5010336
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010336 The complaint Mrs T complains that Bank of Scotland plc (“BoS”) did not refund a series of payments she lost to a scam. What happened Mrs T fell victim to a cryptocurrency-based investment scam. She was initially sent the investment over social media, and was later invited v... (3 pages)View decision -
Decision Reference DRN-5258300
28 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5258300 The complaint Mr S complains that National Westminster Bank Plc was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with 8% simple interest. He also wants any adverse information recorded on his credit file removed. Mr S is r... (3 pages)View decision -
Decision Reference DRN-5219155
28 Jan 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5219155 The complaint Mr A has an offset mortgage with National Westminster Bank Plc and complains that he was charged £39.33 interest for the period from 28 September 2023 when he should have been charged pence given the offset. Mr A also complains about the information he was give... (2 pages)View decision -
Decision Reference DRN-5248789
28 Jan 2025 Asurion Europe Limited Not upheldInsuranceDRN-5248789 The complaint Mr B complains that Asurion Europe Limited (trading as Tesco Mobile Protect) mishandled his mobile phone insurance policies. What happened In September 2020, Mr B bought two phones and set up two airtime contracts. He took out two insurance policies to cover t... (2 pages)View decision -
Decision Reference DRN-5238100
28 Jan 2025 Skipton Building Society Not upheldInvestmentsDRN-5238100 The complaint Mr L complains about Skipton Building Society they have lost the money he invested for his son. What happened In February 2010 Mr L invested some money on behalf of his children. His daughter withdrew her portion of the investment in April 2012 with the remain... (3 pages)View decision -
Decision Reference DRN-5225831
28 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5225831 The complaint Mr M complains about how Haven Insurance Company Limited (Haven) dealt with a claim on his motor insurance. What happened Mr M had motor insurance with Haven. He says while he was driving, one of the car’s tyres exploded and there was some further damage as he ... (3 pages)View decision -
Decision Reference DRN-5289013
28 Jan 2025 Nationwide Building Society UpheldMortgagesDRN-5289013 The complaint Mr and Mrs V complain that Nationwide Building Society made unreasonable requests for more information about recent building work, before it would decide whether to increase their mortgage lending, and delayed in telling them exactly what documentation it neede... (7 pages)View decision -
Decision Reference DRN-5244306
28 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5244306 The complaint Mr F complains about Domestic & General Insurance Plc (D&G)’s engineer and that D&G won’t provide a premium refund on cancellation of his appliance warranty policy for his washing machine. What happened On 7 January 2024 Mr F contacted D&G as hi... (2 pages)View decision -
Decision Reference DRN-5142942
28 Jan 2025 CROWD PROPERTY LIMITED UpheldBanking and PaymentsDRN-5142942 The complaint This complaint is brought by Ms B in her capacity as a director of a limited company I will refer to as J Ltd. The complaint is against Crowd Property Limited (CPL). Ms B says that CPS unfairly charged interest on a tranche of borrowing that J Ltd neither reque... (3 pages)View decision
