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 122183 results
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Decision Reference DRN-5105865
4 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5105865 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happene... (6 pages)View decision -
Decision Reference DRN-5299023
4 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5299023 The complaint Mrs H is unhappy that Barclays Bank UK PLC wouldn’t agree to remove a charge that relates to commercial borrowing, that she thought had been repaid. What happened Mrs H was the proprietor of a business operating out of commercial premises. She is represented in... (4 pages)View decision -
Decision Reference DRN-5247580
4 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5247580 The complaint Ms B complains on behalf of the estate of her late mother, Mrs G, that National Westminster Bank Plc (NatWest) reinstated a direct debit (DD) without her permission and has failed to properly explain how this happened. What happened Following her mother’s deat... (3 pages)View decision -
Decision Reference DRN-5301800
4 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5301800 The complaint Mrs H’s complaint is about the handling of a claim under home emergency insurance with Inter Partner Assistance SA (“IPA”). What happened In July 2023, Mrs H contacted IPA, as she had a leak from a toilet at her property. IPA arranged for a contractor to attend... (4 pages)View decision -
Decision Reference DRN-5105602
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5105602 The complaint Mr C and Ms C complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened In 2019, Mr C and Ms C heard about an investment from a family member. It involved a company I’ll refer to as B, as well ... (5 pages)View decision -
Decision Reference DRN-5305030
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305030 The complaint Mr S complains that NewDay Ltd erroneously accepted a fraudulent credit card application made in his name without his knowledge or consent, which has caused him financial loss and distress and inconvenience. What happened The background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5238974
3 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5238974 The complaint Mr J complains about the way esure Insurance Limited handled his motor insurance claim. He says they caused delays in resolving liability and in paying his total loss settlement. What happened Mr J held a motor insurance policy with esure. He contacted them in... (5 pages)View decision -
Decision Reference DRN-5296230
3 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5296230 The complaint Mr S is unhappy with HSBC UK Bank Plc. Mr S tried to pay a cheque into his Flex Saver account through the mobile banking app. But he was under the impression the money hadn’t been credited so tried again in a branch. Mr S was again given the impression the mone... (3 pages)View decision -
Decision Reference DRN-5261172
3 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261172 The complaint Mr C complains about the settlement that Admiral Insurance (Gibraltar) Limited offered him for the loss of his car following a claim made on his motor insurance policy. What happened Mr C’s car was stolen and later recovered damaged, and he made a claim on his... (3 pages)View decision -
Decision Reference DRN-5217435
3 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5217435 The complaint Mr J complains about the way AXA Insurance UK Plc handled a claim he made under his motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr J took out a motor insurance policy with an independent insur... (5 pages)View decision
