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 381196 results
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Decision Reference DRN-5698286
11 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5698286 The complaint Mr K complains that NewDay Ltd blocked his card whilst he was on holiday abroad. What happened Mr K holds an Aqua credit card with NewDay. In February 2025 Mr K made a transaction whilst he was on holiday that triggered NewDay’s anti-fraud systems. A temporary ... (2 pages)View decision -
Decision Reference DRN-5746603
11 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5746603 The complaint Miss B is unhappy her claim has been delayed by Accredited Insurance (Europe) Ltd (“Accredited”) after a storm caused damage to her shed roof and part of the roof / guttering of her property. Accredited were providing a home insurance policy. What happened Miss... (3 pages)View decision -
Decision Reference DRN-5505465
11 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505465 The complaint Mr M and Mrs M complain Santander UK Plc unfairly closed their account and provided poor service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M... (4 pages)View decision -
Decision Reference DRN-5663254
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5663254 The complaint Mr Z complains about the information that Barclays Bank UK PLC (“Barclays”) website provides regarding the opening hours and availability of services at one of its local banking hubs. In particular Mr Z doesn’t believe it was made it sufficiently clear when Bar... (3 pages)View decision -
Decision Reference DRN-5698315
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5698315 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) rejected his claim in respect of a holiday. What happened Mr B booked a holiday for him and his wife with a holiday company (“the merchant”) at a cost of £2,751.48. He has explained his wife suffers from a medical c... (3 pages)View decision -
Decision Reference DRN-5631633
11 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5631633 The complaint Mr M complains about the service he received from Nationwide Building Society (“Nationwide”) regarding a cancelled subscription payment that left his account. What happened Mr M says he visited a branch of Nationwide around 14 April 2025 to cancel a payment to ... (3 pages)View decision -
Decision Reference DRN-5746161
11 Aug 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5746161 The complaint Mr C complains that Watford Insurance Company Europe Limited dealt with a third party’s claim and cancelled his motor insurance policy. Reference to Watford includes its agents. What happened In summary, Mr C had a motor insurance policy underwritten by Watfor... (5 pages)View decision -
Decision Reference DRN-5746396
11 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5746396 The complaint Mr K received advice from a representative of St. James's Place Wealth Management Plc (‘SJP’) in 2020, which resulted in him opening a pension with SJP and making regular contributions. In addition, he was advised to open a new Individual Savings Account (... (6 pages)View decision -
Decision Reference DRN-5303123
11 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5303123 The complaint Mr H has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will f... (3 pages)View decision -
Decision Reference DRN-5699566
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699566 The complaint Miss N is unhappy that TSB won’t refund payments she says she sent as part of a job scam. Miss N has raised complaints about four scams, and this is the fourth one of those alleged scams. What happened In early 2023 Miss N says she was introduced by a trusted f... (3 pages)View decision
