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 634 results
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Decision Reference DRN-3583083
5 Jun 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3583083 The complaint Mrs G complains that The Royal Bank of Scotland plc won’t refund to her the money that she paid for some holiday club membership points. She’s being represented in her complaint by a claims management company. What happened Mrs G and her husband entered into a pur... (4 pages)View decision -
Decision Reference DRN7749897
21 Oct 2014 AXA PPP Healthcare Limited UpheldInsurance (excluding PPI)Ms F is unhappy with AXA PPP Healthcare Limited’s decision to exclude certain illnesses from cover under her policy on the basis that they are chronic.backgroundThe circumstances leading to this complaint, and my initial conclusions, are set out in my provisional decision of 9 September ... (5 pages)View decision -
Decision Reference DRN-4509323
12 Dec 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4509323 The complaint Mrs Z complains that HSBC UK Bank plc won’t refund to her the money that she paid for a timeshare interest. She’s being represented in her complaint by a claims management company. What happened I issued a provisional decision on this complaint in October 2023 in ... (4 pages)View decision -
Decision Reference DRN-5006709
7 Sep 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5006709 The complaint Mr E complains Clydesdale Bank Plc, trading as Virgin Money (“Virgin”), closed his accounts after he’d been inappropriately spoken to by one of its manager’s. Mr E says Virgin’s actions have caused him substantive distress and inconvenience. And to put things r... (4 pages)View decision -
Decision Reference DRN-5178491
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178491 The complaint Miss S complains Santander UK Plc (“Santander”) closed her account after 30 days’ notice in December 2023 because of a fraud marker which had incorrectly been registered against her by another bank in 2021. Miss S is also unhappy Santander demanded full payment... (6 pages)View decision -
Decision Reference DRN6340275
18 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs P complain that Lloyds Bank PLC should have done more to help them keep their various businesses going. The bank shouldn’t have allowed properties to be sold for such a low price. They’re concerned Lloyds may have charged them too much interest and ma... (3 pages)View decision -
Decision Reference DRN-4421322
7 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4421322 The complaint Miss D complains that Clydesdale Bank plc, trading as Virgin Money, won’t refund to her the money that she paid for a holiday club membership. Her partner is also involved in her complaint and she’s being represented by a claims management company. What happened M... (4 pages)View decision -
Decision Reference DRN-5320998
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5320998 The complaint Ms A complains that an issue with Nationwide Building Society sending her emails caused her to lose out on a £175 switching offer. What happened Ms A attempted to switch her bank account to Nationwide. Unfortunately, the switch didn’t complete because a lock on... (5 pages)View decision -
Decision Reference DRN-4058518
31 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4058518 The complaint Ms C complains that HSBC UK Bank Plc (trading as ‘First Direct’) has refused to refund her in full for transactions totalling approximately £5,500 which she said she did not make or otherwise authorise. What happened I issued a provisional decision in March 2023 t... (6 pages)View decision -
Decision Reference DRN-2653835
11 Mar 2021 Barclays Bank UK PLC UpheldPensions and AnnuitiesDRN-2653835 The complaint Mr B complains about delays in the transfer of his Self-Invested Personal Pension (SIPP) by Barclays Bank UK PLC (‘Barclays’). What happened Mr B said he requested the transfer of his SIPP and an ISA on the same day. The ISA transfer was completed within a week or... (5 pages)View decision
