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 366873 results
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Decision Reference DRN-5281260
28 Jan 2025 Project Solar UK Ltd Not upheldConsumer CreditDRN-5281260 The complaint Ms S has complained that Project Solar UK Ltd misled her about the financial benefits she could expect from a solar panel system it sold to her. Ms S has been represented in bringing her complaint but, to keep things simple, I’ll refer to Ms S throughout. What ... (5 pages)View decision -
Decision Reference DRN-5002268
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5002268 The complaint Mr C has complained that Revolut Ltd hasn’t refunded the funds he says he lost to an investment scam What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (8 pages)View decision -
Decision Reference DRN-5291550
28 Jan 2025 State Bank Of India (UK) Limited Not upheldBanking and PaymentsDRN-5291550 The complaint Mr S complains State Bank of India (UK) Limited closed his fixed term deposits without his consent causing him a loss of interest. What happened Mr S had three fixed term deposits with SBI. SBI says Mr S sent an email on 21 June 2023 saying that he needed to cl... (2 pages)View decision -
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
