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 128312 results
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Decision Reference DRN-4812895
25 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4812895 The complaint Mr D has complained Barclays Bank UK PLC held him liable for fraudulent transactions and re-debited the funds leaving him in a precarious financial position. What happened In June 2021 Mr D contacted Barclays as he’d noticed card transactions on his account whi... (3 pages)View decision -
Decision Reference DRN-4792084
25 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4792084 The complaint Mr D complains that National Westminster Bank Plc (“NatWest”) did not refund the £28,000 he lost to a scam. What happened Mr D found an investment opportunity online for a company I’ll call ‘X’. The business model centred around car leasing; investors like Mr D... (5 pages)View decision -
Decision Reference DRN-4929393
25 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4929393 The complaint Mr S has complained about his car insurer West Bay Insurance Plc because it cancelled his policy, which left him having to pay for taxis and occasionally paying for temporary insurance cover for his car in order to get to work. What happened Mr S’s policy with... (4 pages)View decision -
Decision Reference DRN-4929231
25 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4929231 The complaint Miss S complained because TSB Bank plc failed to stop repeated fraudulent transactions on her account. What happened In early September 2023, there were around 26 debits on Miss S’s TSB account. They were all to an online food delivery company. Miss S hadn’t a... (5 pages)View decision -
Decision Reference DRN-4883592
25 Jul 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4883592 The complaint Mr G has complained that Fortegra Europe Insurance Company Ltd declined his claim, caused delays and led him to believe it would meet his claim several times. All reference to the underwriter Fortegra in my decision includes its administrator acting on its beh... (2 pages)View decision -
Decision Reference DRN-4792047
25 Jul 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4792047 The complaint Mr H complains that Royal Bank of Scotland Plc (RBS) won’t refund the money he lost when he was the victim of a scam. What happened Mr H came across an advert online about an opportunity to invest in a company which leased cars – I’ll call this company B. He w... (5 pages)View decision -
Decision Reference DRN-4791937
25 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4791937 The complaint Mr H complains that Bank of Scotland Plc (trading as Halifax) won’t refund the money he lost when he was the victim of a scam. What happened Mr H came across an advert online about an opportunity to invest in a company which leased cars – I’ll call this compan... (5 pages)View decision -
Decision Reference DRN-4928972
25 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4928972 The complaint Miss L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional d... (4 pages)View decision -
Decision Reference DRN-4928695
25 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4928695 The complaint Mr and Mrs D complain that Aviva Insurance Limited (Aviva) refused to carry out further works following a claim made under their buildings insurance policy. Where I’ve referred to Aviva, this also includes any actions and correspondence by agents acting on the... (5 pages)View decision -
Decision Reference DRN-4927410
25 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4927410 The complaint Mr H is unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim he made under his home insurance policy. What happened Mr H made a claim to RSA for suspected subsidence damage after he noticed the floor of his property was sinking. ... (7 pages)View decision