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 4264 results
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Decision Reference DRN-4507365
21 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4507365 The complaint Mrs G complains about Bank of Scotland PLC trading as Halifax (Halifax) in that she could not access her accounts from abroad, and the telephone service she received when attempting resolve the matter. What happened As Mrs G has spent most of her time over the las... (3 pages)View decision -
Decision Reference DRN-4675065
11 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4675065 The complaint Mr and Mrs C have complained that AXA Insurance UK Plc (‘AXA’) declined their claim for damage to their shower under their home insurance policy. What happened A home insurance policy was taken out by Mr and Mrs C with AXA in December 2022. They made an on-line cl... (6 pages)View decision -
Decision Reference DRN3576953
8 Oct 2015 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc (NatWest) mis-sold him an Advantage Gold packaged account in 2010. He also says that he was forced to keep it when he tried to downgrade his account.backgroundNatWest didn’t uphold Mr B’s complaint so he brought it to ... (3 pages)View decision -
Decision Reference DRN1873008
5 Apr 2018 Squareup Europe Ltd Not upheldBanking and creditI, a trade association, has complained Squareup Europe Ltd, closed their account and retained their money.backgroundI entered into an agreement with Squareup in 2017 where Squareup provided them with merchant acquiring services. After I had processed more than a week’s pa... (3 pages)View decision -
Decision Reference DRN7872267
3 Oct 2016 Bank of Scotland Plc Not upheldBanking and creditMr C has complained that Bank of Scotland plc (trading as “Halifax”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to him in 2008. backgroundOne of our adjudicators has looked into Mr C’s complaint already and he didn’t think that Halifax had... (3 pages)View decision -
Decision Reference DRN4207781
9 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMrs H has complained that Lloyds Bank PLC mis-sold a Select packaged bank account to her in 2006. She paid a monthly fee for the account, which offered a number of benefits in return.Mrs H has used a claims management company (CMC) to bring her complaint to us. ba... (3 pages)View decision -
Decision Reference DRN-5350783
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5350783 The complaint Mr L complains about the service he has received from Barclays Bank UK PLC (“Barclays”) following opening an account with it. In particular he is unhappy with the amount of unsolicited emails he’s been sent and that Barclays failed to tell him it takes up to 8 ... (3 pages)View decision -
Decision Reference DRN-3487795
24 Jan 2023 Financial Administration Services Limited Not upheldInvestmentsDRN-3487795 The complaint Mr H complains that Financial Administration Services Limited, trading as Fidelity International (‘Fidelity’) sent him unwanted emails, even after he asked it to stop sending ‘spam’. To put things right, he would like to be compensated for the distress this caused... (4 pages)View decision -
Decision Reference DRN-3487399
15 Jun 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3487399 The complaint Mr G has complained that Nationwide Building Society (“Nationwide”) has unfairly turned down a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In February 2019, Mr G, along with his wife, travelled to Tenerife and signed up to... (3 pages)View decision -
Decision Reference DRN4008021
20 Jul 2017 Tesco Personal Finance PLC Not upheldBanking and creditMrs J complains that Tesco Personal Finance PLC (trading as Tesco Bank) did not do enough to help her when she told it about a problem with a purchase she made on her credit card. backgroundMrs J received an invoice dated 15 July 2016 for a reconditioned car engin... (3 pages)View decision
