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-4403986
2 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4403986 The complaint Mr and Mrs P complain that National Westminster Bank plc (NatWest) unfairly closed their accounts. This complaint relates to accounts held jointly by Mr and Mrs P. Although some of the actions mentioned in this decision were taken by either Mr or Mrs P alone, f... (4 pages)View decision -
Decision Reference DRN-4706799
2 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4706799 The complaint Mrs K complains that Bank of Scotland plc trading as Halifax won’t refund in full the money she lost when she fell victim to an investment scam. Mrs K is being represented by a claims management company in this complaint. What happened The full details of thi... (3 pages)View decision -
Decision Reference DRN-4842465
2 Dec 2024 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4842465 The complaint Mrs D complains about the way in which JAJA FINANCE Ltd trading as Asda Money Credit Card (“Jaja”) handled her disputed transaction claim. What happened On 22 July 2023 Mrs D used her Jaja credit card to pay an airline for 6 seat reservations on a flight depart... (3 pages)View decision -
Decision Reference DRN-5047751
2 Dec 2024 Ageas Insurance Limited UpheldInsuranceDRN-5047751 The complaint Mr and Mrs H complain that Ageas Insurance Limited (“Ageas”) declined a claim for damage to their kitchen, under Mrs H’s home buildings insurance policy. What happened In January 2024 Mr and Mrs H contacted Ageas to report ‘bubbling’ on the worktop surfaces in ... (3 pages)View decision -
Decision Reference DRN-5110362
2 Dec 2024 The Stafford Railway Building Society Not upheldMortgagesDRN-5110362 The complaint Mr and Mrs W complain about their mortgage with The Stafford Railway Building Society trading as The Stafford Building Society. They’re unhappy it refused an application for further borrowing and believe they’ve been discriminated against on grounds of their ag... (3 pages)View decision -
Decision Reference DRN-5123460
2 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5123460 The complaint Mr and Mrs M have complained about the way British Gas Insurance Limited (BGI) dealt with a claim under their HomeCare insurance policy. References to BGI in this decision include its agents. What happened In mid-November 2023 Mr and Mrs M took out a home eme... (2 pages)View decision -
Decision Reference DRN-5183103
2 Dec 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5183103 The complaint Mr B complains about a car supplied on hire purchase by CA AUTO FINANCE UK LTD (‘CAA’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with min... (7 pages)View decision -
Decision Reference DRN-5165773
2 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5165773 The complaint Mr B complains that Bank of Scotland plc (trading as Halifax) unfairly decided to close his accounts. What happened In June, Halifax issued Mr B with two months’ notice that his accounts with the bank would be closing. Mr B is unhappy this was done without an e... (2 pages)View decision -
Decision Reference DRN-5126410
2 Dec 2024 Lloyds Bank PLC Not upheldMortgagesDRN-5126410 The complaint Mr D complains that Lloyds Bank PLC allowed the other party to his joint mortgage to redeem it without his consent. What happened Mr D and a third party had a joint mortgage with Lloyds. The relationship between them had broken down and Mr D told Lloyds there w... (2 pages)View decision -
Decision Reference DRN-5060594
2 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5060594 The complaint Mr B has complained that HSBC Bank UK Plc (trading as “first direct”) failed to protect him from falling victim to a cryptocurrency-related investment scam. What happened Mr B has used a professional representative to refer his complaint to this service. For t... (4 pages)View decision
