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 366350 results
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Decision Reference DRN-5256773
24 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5256773 The complaint Mr R complains National Westminster Bank Plc (NatWest) blocked a transfer to an account he held with a third party. He further complains about the process and questions NatWest asked him during the subsequent telephone call to release this transaction. What hap... (4 pages)View decision -
Decision Reference DRN-5283940
24 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5283940 The complaint Mr B and Mrs B complain that Bank of Scotland plc trading as Halifax (“Halifax”) failed to properly administer their account after falling victim to identity theft, leading to unnecessary stress and inconvenience. What happened As Mrs B was the principal accoun... (5 pages)View decision -
Decision Reference DRN-5254834
24 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5254834 The complaint Mr W has complained that UK Insurance Limited (UKI) declined a claim he made on a travel insurance policy attached to his bank account. What happened In March 2024, Mr W’s daughter was driving his wife and two other children to the airport for a trip abroad. U... (3 pages)View decision -
Decision Reference DRN-5282515
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5282515 The complaint Mrs G complains that HSBC UK Bank Plc mis-sold her a global money account (GMA) causing her to incur costs in exchange rate conversions over many transactions. What happened In November 2022, Mrs G went into a branch of HSBC. She advised the staff that she was ... (4 pages)View decision -
Decision Reference DRN-5248112
24 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5248112 The complaint Miss C complains about how esure Insurance Limited (esure) has handled a claim on her motor insurance policy. Miss C has been largely represented by her partner in this complaint. But for ease of reference, I shall refer to anything he’s said as being said by M... (3 pages)View decision -
Decision Reference DRN-5245734
24 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5245734 The complaint Mr M complains that Tesco Personal Finance Limited, trading as Tesco Bank, attributed a payment to his non-interest bearing balance transfer rather than his interest bearing transactions. What happened Mr M has a Tesco Bank credit card. In July 2024, before his... (2 pages)View decision -
Decision Reference DRN-5237903
24 Jan 2025 One Insurance Limited Not upheldInsuranceDRN-5237903 The complaint Mrs H and Mr H complain about One Insurance Limited (One) declining to provide them with a hire car after their vehicle was involved in a collision with a vehicle from outside the UK. References to One include their agents who administer the policy and assess ... (4 pages)View decision -
Decision Reference DRN-5284008
24 Jan 2025 ReAssure Limited UpheldInvestmentsDRN-5284008 The complaint Mr and Mrs M have complained about the incorrect information they were given by ReAssure Limited (‘ReAssure’) about the transaction history of an investment bond they held which led to them incurring a tax liability. To put the matter right they would like tax ... (6 pages)View decision -
Decision Reference DRN-4976458
24 Jan 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4976458 The complaint Mr and Mrs H complain about the way St. James's Place Wealth Management Plc (SJP) has managed their investment portfolio. They suffered losses during the period 2019 to 2023, and they believe this is a result of mismanagement of their investments. What ha... (5 pages)View decision -
Decision Reference DRN-5005725
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5005725 The complaint Mrs H complains that Clydesdale Bank Plc (trading as Virgin Money) caused delays during the process of obtaining a new interest rate product on her residential mortgage. She says that this has led to her incurring additional interest and payment arrears, and to... (8 pages)View decision
