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-4788750
3 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4788750 The complaint Mr Z complains that Nationwide Building Soceity blocked his account and sent money that was paid into his acount back to source. What happened Mr Z has a current account with Nationwide. Mr Z used the account to receive and make payments for mobile phones that... (4 pages)View decision -
Decision Reference DRN-5302560
3 Feb 2025 MetLife Europe d.a.c. UpheldInsuranceDRN-5302560 The complaint Mr T has complained that MetLife Europe d.a.c. ceased his claim for income protection benefit under his employer’s group insurance policy. What happened Mr T went off work in January 2020 because of issues with his ankle. A short course of physiotherapy was rec... (4 pages)View decision -
Decision Reference DRN-5292504
3 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5292504 The complaint Mr and Mrs C have complained about the decision AXA Insurance UK Plc came to on liability under their motor policy following damage to their car in an accident. What happened Mrs C a named driver on the policy was driving the car behind an HGV truck on 21 Febr... (9 pages)View decision -
Decision Reference DRN-5245218
3 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5245218 The complaint Mrs G and Mr G have complained about the way Admiral Insurance (Gibraltar) Limited dealt with a claim Mrs G made under her car insurance policy. Mr G is a named driver under Mrs G’s policy. What happened Mrs G was involved in a car accident caused by a third pa... (4 pages)View decision -
Decision Reference DRN-5246419
3 Feb 2025 National Westminster Bank Plc UpheldMortgagesDRN-5246419 The complaint Mr D complains about what happened when he tried to redeem his mortgage with National Westminster Bank Plc. He said NatWest repeatedly failed to supply a redemption statement, and then kept over £3,000 of his money for some months. What happened Mr D told us th... (4 pages)View decision -
Decision Reference DRN-4937226
3 Feb 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-4937226 The complaint Mrs G complains Northern Bank Limited trading as Danske Bank didn’t do enough to protect her when she fell victim to an impersonation scam. What happened Mrs G has an account with Danske Bank. Mrs G says she received a message on a well-known messaging app from... (2 pages)View decision -
Decision Reference DRN-5229089
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5229089 The complaint Mr D complains NewDay Ltd trading as Aquacard irresponsibly lent to him. Mr D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What h... (3 pages)View decision -
Decision Reference DRN-5283184
3 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5283184 The complaint Mr S complains that National Westminster Bank Plc won’t refund the money he says was lost as the result of a scam. Mr S is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made b... (6 pages)View decision -
Decision Reference DRN-5214960
3 Feb 2025 Infinity Energy Organisation Limited UpheldConsumer CreditDRN-5214960 The complaint Mr T complains about a Green Deal finance loan he took out with Infinity Energy Organisation Limited. He says he was misled at the time of arranging the loan and believed he was entering into a roof renting scheme, whereby he would be paid for putting solar pan... (8 pages)View decision -
Decision Reference DRN-5241419
3 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5241419 Complaint Miss F has complained that HSBC UK Bank Plc (“HSBC”) didn’t act fairly and reasonably towards her in relation to her overdraft. She’s essentially said that HSBC unfairly continued applying charges to her overdraft even when it was clear that she was in financial d... (4 pages)View decision
