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 128535 results
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Decision Reference DRN-4718081
9 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4718081 The complaint Miss M and Mr W complain that AXA Insurance UK Plc unfairly declined a claim and removed cover for subsidence under their home insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsibility... (3 pages)View decision -
Decision Reference DRN-5010092
9 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5010092 The complaint Mr C complains Revolut Ltd didn’t do enough to protect him when he fell victim to a recovery scam. What happened Mr C has a Revolut account which he opened in 2023. He has an account with another business – who I’ll refer to as “F” through the rest of this deci... (4 pages)View decision -
Decision Reference DRN-4731700
8 Sep 2024 Skipton Building Society UpheldPensions and AnnuitiesDRN-4731700 The complaint Mr L complains that he has lost out financially due to the length of time it took Skipton Building Society (“Skipton”) to deal with his pension transfer. He also complains about the service provided. What happened Mr L wanted to consolidate his pensions into o... (4 pages)View decision -
Decision Reference DRN-5009811
8 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5009811 The complaint Miss R complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to protect her account and allowed payments to be made that she didn’t recognise. What happened Miss R believed her account was compromised and a standing order set up without her ... (3 pages)View decision -
Decision Reference DRN-4872203
7 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4872203 The complaint Mr T complains National Westminster Bank Plc (“NatWest”) restricted and then closed his accounts without explanation. Mr T says NatWest’s actions have caused him financial loss, distress, inconvenience and adversely impacted his credit file, especially as he wa... (3 pages)View decision -
Decision Reference DRN-4872202
7 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4872202 The complaint Mr and Mrs T complain National Westminster Bank Plc (“NatWest”) restricted and then closed their accounts without explanation. Mr and Mrs T say NatWest’s actions has caused them financial loss, distress, inconvenience and adversely impacted their credit file, e... (3 pages)View decision -
Decision Reference DRN-4784320
7 Sep 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784320 The complaint Mr and Mrs C complain The Royal Bank of Scotland Plc (“RBS”) erroneously proceeded to close their account causing them significant and substantive distress and inconvenience for which they should appropriately be compensated for. Mr and Mrs C say they have had ... (4 pages)View decision -
Decision Reference DRN-4779936
7 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4779936 The complaint Mr K complains Barclays Bank UK PLC (“Barclays”) closed his accounts and did so without fairly providing him notice. Mr K also complains Barclays poorly dealt with helping him reclaim his funds and provided inadequate customer service. Mr K says Barclays’ actio... (5 pages)View decision -
Decision Reference DRN-4971089
7 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4971089 The complaint Mr P complains Monzo Bank Ltd (“Monzo”) closed his account, communicated poorly with him about not increasing his transfer limit, and how it handled his complaint. Mr P says Monzo’s actions have caused him substantive distress and inconvenience. To put things r... (5 pages)View decision -
Decision Reference DRN-5006709
7 Sep 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5006709 The complaint Mr E complains Clydesdale Bank Plc, trading as Virgin Money (“Virgin”), closed his accounts after he’d been inappropriately spoken to by one of its manager’s. Mr E says Virgin’s actions have caused him substantive distress and inconvenience. And to put things r... (4 pages)View decision