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 365360 results
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Decision Reference DRN-5277391
28 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5277391 The complaint Mr S has complained that National Westminster Bank plc (“NatWest”) incorrectly removed him as a Premier Banking customer. What happened Mr S called NatWest on 16 October 2024 and during that conversation Mr S discovered he didn’t have Premier Banking customer s... (3 pages)View decision -
Decision Reference DRN-5037981
28 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5037981 The complaint Mr L and Mrs L complain about AXA Insurance UK Plc’s (“AXA”) handling of their claim under their home insurance policy. Mrs L has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actions ta... (3 pages)View decision -
Decision Reference DRN-5216883
28 Jan 2025 Canada Square Operations Limited UpheldBanking and PaymentsDRN-5216883 The complaint Mrs H complains that Canada Square Operations Limited (“Canada Square”) irresponsibly provided her with two credit cards. What happened Mrs H took out two credit cards with Canada Square in 2002. Account 1 was taken out in July 2002 with an initial credit limi... (4 pages)View decision -
Decision Reference DRN-5287587
28 Jan 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5287587 The complaint Mr and Mrs M complain about the mis-sale of the mortgage to them by OneSavings Bank Plc trading as Rochester Mortgages in 2006/7 and the delay by the bank in confirming whether it agreed the sale of the house and whether it would accept the sale proceeds in ful... (2 pages)View decision -
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
