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 121668 results
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Decision Reference DRN-4329351
18 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4329351 The complaint Miss L is unhappy Santander UK Plc won’t reimburse her for the money she lost when she fell victim to a scam. What happened Miss L fell victim to a safe account scam. Miss L was contacted by an individual claiming to be from Santander, they called her from a numbe... (5 pages)View decision -
Decision Reference DRN-4284982
18 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4284982 The complaint Mr S is unhappy Santander UK Plc won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr S is represented in this complaint by a solicitor, for simplicity I will refer to Mr S throughout this decision, even when referencing what h... (6 pages)View decision -
Decision Reference DRN-4374010
18 Jan 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4374010 The complaint Mr D is unhappy with the explanations and compensation The Royal Bank of Scotland Plc (RBS) has given in relation to the problems he’s experienced with his online banking access and his debit card. What happened The circumstances that led to this complaint are wel... (4 pages)View decision -
Decision Reference DRN-4555659
18 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4555659 The complaint Mr H complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly dealt with his claim on his motor insurance policy. He said there were delays and a lack of communication. He said that Admiral also caused further damage to his car and refused to cover this.... (3 pages)View decision -
Decision Reference DRN-3905151
18 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3905151 The complaint A company which I will refer to as ‘L’, complains that they had considerable difficulty in operating their business account with Barclays Bank Plc. They say that this resulted in inconvenience and financial loss. L’s director who I will refer to as ‘Mr P’ has brou... (3 pages)View decision -
Decision Reference DRN-4549512
18 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4549512 The complaint Mrs G is unhappy Clydesdale Bank Plc trading as Virgin Money (Virgin) hasn’t refunded the £40,000 she lost in an authorised push payment (“APP”) cloned investment firm scam. What happened The detailed view letters of 21 November 2023 and 8 December 2023 set out th... (4 pages)View decision -
Decision Reference DRN-4470340
18 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4470340 The complaint Mr A complains that HSBC UK Bank plc (HSBC) didn’t honour an agreed overdraft arrangement and closed his account. Mr A would like HSBC to honour the overdraft offer. What happened The details of this complaint are well known to both parties so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-4557871
18 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4557871 The complaint Miss M says the poor service and delays caused by Admiral Insurance (Gibraltar) Limited when she made a claim on her motor insurance policy impacted greatly on her. What happened The parties are familiar with the facts, so I’ll summarise them here. After an accide... (2 pages)View decision -
Decision Reference DRN-4567032
18 Jan 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4567032 The complaint Mr M complains that Lloyds Bank General Insurance Limited (Lloyds) handled his claim poorly following an escape of water from a property above, and declined to cover the full cost of repairs, under his home buildings insurance policy. What happened In November 202... (5 pages)View decision -
Decision Reference DRN-4551980
18 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4551980 The complaint Mr and Mrs P complain about what happened when they remortgaged with Barclays Bank UK PLC. They said it took a long time to get the remortgage rate they wanted, and then the contractual monthly payment was around £100 more than Barclays said it would be. What happ... (4 pages)View decision
