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 4569 results
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Decision Reference DRN-4439926
18 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4439926 The complaint Mr H complains that NewDay Ltd (NewDay) has been unhelpful to him when he has been trying to use and activate his credit card. What happened Mr H has a NewDay credit card account which he opened in January 2021. He never activated or used the card. In March 2023 N... (2 pages)View decision -
Decision Reference DRN-2015819
6 Sep 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2015819The complaintMr C’s son (R) brings a complaint on behalf of his father against HSBC Bank PLC (HSBC). It relates to him providing an Enduring Power of Attorney (EPA) to HSBC in respect of his father, and having done so HSBC freezing his father’s account, resulting in 2 direct deb... (3 pages)View decision -
Decision Reference DRN1177930
27 Nov 2017 Metropolitan International Schools Limited Not upheldBanking and creditMr W complains that Metropolitan International Schools Limited (“MISL”) misled him into signing-up to a course on the basis he would receive £3,000 funding.backgroundIn October 2016 a course advisor visited Mr W at home and he enrolled on a course, which cost about £7,00... (3 pages)View decision -
Decision Reference DRN-4138677
28 Jun 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4138677 The complaint The estate of Mrs H complains about National Westminster Bank Plc (“NatWest”) for declining to register a power of attorney on a joint account, and for restricting access to the account for a personal representative. What happened R brings this complaint as an exe... (3 pages)View decision -
Decision Reference DRN6436319
4 Jan 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B has complained that Advantage Insurance Complaint Limited (“Advantage”) hasn’t properly dealt with a claim he made on his car insurance.backgroundMr B was involved in an accident in April 2016. Mr B’s car was in a queue of traffic that was hit by a truck – th... (2 pages)View decision -
Decision Reference DRN1469997
2 Jan 2019 Nationwide Building Society Not upheldBanking and creditMr A’s unhappy Nationwide Building Society reduced the overdraft limit on his current account, applied a default to his credit file and with the way its dealt with him. backgroundNationwide wrote to Mr A in January 2018 saying it would be reducing his overdraft lim... (2 pages)View decision -
Decision Reference DRN9734040
9 Dec 2016 Clydesdale Financial Services Limited Not upheldBanking and creditMr F complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) has unfairly recorded adverse payment information on his credit file.backgroundSome years ago, Mr F entered into a finance agreement with Barclays Partner Finance (BPF) to fun... (2 pages)View decision -
Decision Reference DRN4233347
9 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMs N complains that Barclays Bank UK PLC (“Barclays”) failed to tell her about the need to register her mobile phone handset for the mobile phone insurance policy included on her Tech pack. Ms N says that this has led to her having a claim declined and this is unfa... (3 pages)View decision -
Decision Reference DRN-5750866
1 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5750866 The complaint and background Ms A, via her representatives, complains about the actions of Santander UK Plc (“Santander”) when it restricted access to her account and required branch visits before allowing withdrawals. The details of this complaint are well known to both par... (3 pages)View decision -
Decision Reference DRN4784312
3 Oct 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains that CIS General Insurance Limited cancelled the motor insurance policy she had set up for her son without first giving her notice of its intention to do so. She would like CIS to acknowledge that it shouldn’t have taken this action. backgroundIn October 2013 Mrs G deci... (2 pages)View decision
