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 121262 results
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Decision Reference DRN-4591472
31 Jan 2024 Vitality Health Limited UpheldInsuranceDRN-4591472 The complaint Mr G complains that Vitality Health Limited declined his claim against his personal healthcare plan and subsequently cancelled his plan from the outset. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here i... (5 pages)View decision -
Decision Reference DRN-4276474
31 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4276474 The complaint Mr S complains that HSBC UK Bank Plc is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this complain... (4 pages)View decision -
Decision Reference DRN-4592303
31 Jan 2024 Nottingham Building Society UpheldBanking and PaymentsDRN-4592303 The complaint Miss P complains that Nottingham Building Society (NBS) allowed her estranged husband to withdraw all of the money from their joint account. What happened Miss P says she and her husband were going through a divorce. They held a joint savings account with NBS whic... (2 pages)View decision -
Decision Reference DRN-4349304
31 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4349304 The complaint Miss K is unhappy National Westminster Bank Plc (NatWest) closed her account and withheld the money in it for a year, only to then release part of the money. What happened The facts of this case are well known to both parties so I will just summarise them here: I... (3 pages)View decision -
Decision Reference DRN-4524551
31 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4524551 The complaint Mr N complains Wise Payments Limited (“Wise”) has refused to refund him for transactions on his account he says he didn’t make. What happened Mr N says he was in a restaurant and asked to use Chip & PIN for a card payment. The next morning, he realised his wal... (2 pages)View decision -
Decision Reference DRN-4463974
31 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsThe complaint Mr C complains that The Co-operative Bank Plc unfairly closed his account. Mr C says this caused him financial problems, upset, and impacted his mental well-being. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a b... (5 pages)View decision -
Decision Reference DRN-4591871
31 Jan 2024 Wakam UpheldInsuranceDRN-4591871 The complaint Mr P has complained about the way Wakam handled his claim under his Taxi Insurance policy. Wakam is the underwriter (insurer) of this policy. Much of this complaint concerns the actions of its appointed agents. As Wakam is accountable for the actions of its agents... (3 pages)View decision -
Decision Reference DRN-4286365
31 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4286365 The complaint Ms P has complained that The Co-operative Bank Plc (“Co-op Bank”) closed a dormant account shortly after she transferred funds into it. What happened On 6 April 2023, Ms P made two payments into a dormant account held with Co-op Bank. As the account the money was ... (4 pages)View decision -
Decision Reference DRN-4542875
31 Jan 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4542875 The complaint Mrs K is unhappy with the decision made by Acromas Insurance Company Limited (Acromas) following a claim made under her car insurance policy. What happened Mrs K took out a car insurance policy with Acromas in October 2022. The policy conditions for a claim made ... (3 pages)View decision -
Decision Reference DRN-4496655
31 Jan 2024 Nude Finance Limited UpheldBanking and PaymentsDRN-4496655 The complaint Miss E complains that Nude Finance Limited did not respond to her communications which resulted in her losing a £1,000 bonus. What happened Miss E held a cash Lifetime Individual Savings Account (LISA) with Nude. She communicated with Nude on 14 October 2022, and ... (3 pages)View decision
