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 4563 results
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Decision Reference DRN0188681
25 Mar 2018 National Westminster Bank Plc UpheldBanking and creditMs K complains that National Westminster Bank Plc (NatWest) has failed to provide redemption figures for a mortgage secured over her property, withheld information from her, threatened her with court action, and has wrongly charged her interest and pursued her for borr... (5 pages)View decision -
Decision Reference DRN9480148
11 Apr 2019 Moneybarn No. 1 Limited UpheldBanking and creditMrs P is unhappy with the quality of the car she acquired through Moneybarn No. 1 Limited. Mrs P is being represented by her husband, Mr P. For ease, I will refer to Mrs P throughout the decision.backgroundMrs P acquired a 2011 registration automatic car on finance ... (6 pages)View decision -
Decision Reference DRN-4300094
5 Dec 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4300094 The complaint Mr H complains that Nationwide didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened Mr H saw an advert on social media for an opportunity to ... (5 pages)View decision -
Decision Reference DRN-4173773
13 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4173773 The complaint Mr S is a sole trader. He complains that HSBC UK Bank Plc unfairly terminated his Bounce Back Loan agreement and closed his bank account. What happened Mr S opened a bank account with HSBC for his sole trader business in July 2020. He successfully applied to the b... (5 pages)View decision -
Decision Reference DRN-3602793
15 May 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3602793 The complaint Mr S complained about a transfer of a Scottish Widows Limited (“SWL”) personal pension to an occupational scheme known as the Carrick Harbours Retirement Benefits Scheme (“Carrick Harbours RBS”). The transfer took place in February 2013. Mr S says SWL failed in it... (5 pages)View decision -
Decision Reference DRN-4269286
18 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4269286 The complaint Miss D complains that ReAssure Limited unreasonably delayed the transfer of her pension. She says she lost out on opportunities to invest as a result. What happened Miss D held a personal pension with ReAssure. She contacted it about transferring her pension to a ... (5 pages)View decision -
Decision Reference DRN3454109
13 Apr 2016 Octagon Insurance Company Limited Not upheldInsurance (excluding PPI)Miss B complains about the level of service provided by Octagon Insurance Company Limited when she made a claim under her motor insurance policy. She wants answers to her questions.backgroundMiss B was involved in an incident which she says wasn’t her fault. Octag... (3 pages)View decision -
Decision Reference DRN-1374198
8 May 2020 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-1374198 The complaintMiss H complains that The Co-operative Bank plc( Co-op) unfairly registered a default on her credit file. What happenedMiss H says Co-op registered a default on her credit file in 2016 when she had told it about her financial problems and that she had approached a ... (2 pages)View decision -
Decision Reference DRN7310887
2 Apr 2020 Accord Mortgages Limited Not upheldBanking and creditThis complaint is about a mortgage in the names of Mr C1 and Mr C2 taken out with Accord Mortgages Limited. Mr C1, who has dealt with the complaint throughout, says that Accord has overcharged interest on the mortgage account. Mr C1 wants the excess interest refunded and compensation of £2... (3 pages)View decision -
Decision Reference DRN-5416118
27 Mar 2025 AXIS Specialty Europe SE UpheldInsuranceDRN-5416118 The complaint Mr H has complained about his policy for his let holiday home, for the 2020 policy year being avoided (treated as though it never existed). This complaint is against AXIS Specialty Europe SE. What happened Mr H owns a property outside of the UK. He lets it out... (5 pages)View decision
