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 361839 results
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Decision Reference DRN-5083771
11 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5083771 The complaint Mr B has complained Tesco Personal Finance PLC, trading as Tesco Bank lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr B opened a current account with Tesco in January 2019. Tesco then closed Mr B’s account in ... (2 pages)View decision -
Decision Reference DRN-5149005
11 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5149005 The complaint Mr C complains about the service provided by UK Insurance Limited (UKI) after he made a claim on his motor insurance policy whilst abroad. What happened Mr C’s car was damaged at the start of his holiday abroad and he made a claim to UKI. Mr C decided to have ... (3 pages)View decision -
Decision Reference DRN-5172806
11 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5172806 The complaint Mr S complains that National Westminster Bank Plc has no records of his account ending 509, which he had closed in 2020 but suspected had been fraudulently re-opened. What happened Mr S called NatWest in July 2024 about an account he’d held, which ended with th... (3 pages)View decision -
Decision Reference DRN-5205290
11 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5205290 The complaint Mr P and Mrs P have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under a home insurance policy. What happened Mr P and Mrs P contacted Accredited to make a claim for storm damage when the brick skin on the gable en... (5 pages)View decision -
Decision Reference DRN-4438520
11 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4438520 The complaint Mr W complaints that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened What Mr W says Mr W says that in August 2022 he was approached via social media by a lady I’ll refer to as M in this decision. He didn’t... (11 pages)View decision -
Decision Reference DRN-5039002
11 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5039002 The complaint Miss S has complained that National Westminster Bank Plc (NatWest) won’t refund the money she lost after falling victim to a scam. What happened In summer 2023, Miss S made a card payment of £1,000 from her NatWest account to her cryptocurrency account. She the... (3 pages)View decision -
Decision Reference DRN-4832612
11 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4832612 The complaint Mr V complains that Liverpool Victoria Insurance Company Limited (“LV”) has unfairly handled a subsidence claim under his home insurance policy. Any reference to LV or Mr V includes respective agents or representatives. What happened The background of this comp... (5 pages)View decision -
Decision Reference DRN-5194654
11 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5194654 The complaint Mrs H is unhappy with Barclays Bank UK PLC. Mrs H arranged to switch her account to another bank. Three attempts were made but the switch didn’t go through. Barclays had made errors and the reason the switch wouldn’t work was because this account still showed M... (3 pages)View decision -
Decision Reference DRN-4920259
11 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4920259 The complaint Mrs K complains Nationwide Building Society (“Nationwide”) didn’t do enough to help get a refund for a purchase made on her debit card. What happened In April 2024, Mrs K bought an item from a supplier I’ll call J. The item cost around £1,100 and Mrs K paid us... (3 pages)View decision -
Decision Reference DRN-5166237
11 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5166237 The complaint Mr G complains that Tesco Personal Finance PLC applied a late payment marker to his credit file. What happened Mr G says he missed a payment on his credit card account due to incorrect information he received from Tesco. Tesco says that Mr G failed to make th... (2 pages)View decision
