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-4791771
24 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4791771 The complaint Mr and Mrs P complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Mrs P’s complaint has been brought by a professional representative. As the payments were made from a jo... (5 pages)View decision -
Decision Reference DRN-4520423
24 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4520423 The complaint M, a limited company, complains that National Westminster Bank Plc (‘NatWest’) placed a block on their business current account for around a two week period. What happened The background to this complaint is well known to both parties so I will just outline ke... (5 pages)View decision -
Decision Reference DRN-4749652
24 Jul 2024 AWP P&C S.A. UpheldInsuranceDRN-4749652 The complaint Mr D complains AWP P&C S.A unfairly declined part of his motor warranty claim. AWP’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being AWP’s own. What happened In August 2023 Mr D took o... (3 pages)View decision -
Decision Reference DRN-4866651
24 Jul 2024 Bank of Scotland Plc UpheldMortgagesDRN-4866651 The complaint Mrs R has complained about the service she received from Bank of Scotland plc trading as Halifax when she contacted them about a payment holiday for her mortgage. Mrs R has also complained that Bank of Scotland plc trading as Halifax recorded her payment holida... (6 pages)View decision -
Decision Reference DRN-4925040
24 Jul 2024 Ald Automotive Limited UpheldConsumer CreditDRN-4925040 The complaint Mr M complains about the charges ALD Automotive Limited, trading as Kia Contract Hire (“ALD”), applied when he returned a car at the end of his hire agreement. What happened Mr M entered into a vehicle hire agreement with ALD in July 2019; the agreement ended ... (4 pages)View decision -
Decision Reference DRN-4899482
24 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4899482 The complaint Mrs P is unhappy with what Aviva Insurance Limited did after she made a claim on her legal expenses insurance policy. What happened In April 2023 Mrs P sought assistance from her policy in relation to an employment dispute. Counsel initially advised the claim h... (4 pages)View decision -
Decision Reference DRN-4926008
24 Jul 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4926008 The complaint Ms F complains that National Savings and Investments (NS&I) have provided poor customer service. Ms F is represented by a financial adviser in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being m... (4 pages)View decision -
Decision Reference DRN-4922655
24 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4922655 The complaint Mr H complains that NewDay Ltd irresponsibly lent to him. What happened Mr H was approved for two NewDay credit cards which I will refer to as A and B. I have detailed the initial credit limits and the credit increases for A below. Card A – approved October 20... (5 pages)View decision -
Decision Reference DRN-4923015
24 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4923015 The complaint Ms B is unhappy that Barclays Bank UK Plc refused to refund her for a transaction which she didn’t make or authorise. What happened Ms B says her mobile phone was stolen, so on 3 May 2023 she visited a Barclays branch to report the incident. She explained that... (3 pages)View decision -
Decision Reference DRN-4816347
24 Jul 2024 Amtrust Europe Limited UpheldInsuranceDRN-4816347 The complaint H, a limited company, complains about what Amtrust Europe Limited did after it made a claim on its business legal insurance policy in April 2022. H is represented by one of its directors, Mr S. What happened In 2017 H invoiced a client for work it had carried o... (4 pages)View decision