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 3967 results
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Decision Reference DRN-1558252
18 Aug 2020 Retail Money Market Ltd Not upheldBanking and PaymentsDRN-1558252The complaintMr A complains that Retail Money Market Ltd (trading as ‘Ratesetter’) failed to credit a payment to his account. What happenedIn December 2019 Mr A set up a Ratesetter account and attempted to deposit £2,000 into it. He complains that two payments of £2,000 were tak... (2 pages)View decision -
Decision Reference DRN2484128
4 May 2017 Bank of Scotland Plc Not upheldBanking and creditMr A has complained about Bank of Scotland plc (trading as “Halifax”). He’s unhappy about the service he received in a branch of Halifax when depositing money into his account. He says the cashier acted unprofessionally and made him feel uncomfortable.backgroundMr A vis... (2 pages)View decision -
Decision Reference DRN-5242933
27 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5242933 The complaint Mr K complains about Ageas Insurance Limited (“Ageas”) declining a claim he made on his car insurance policy and delays in it dealing with the claim. What happened In January 2024 Mr K was involved in a road traffic accident with another vehicle. He contacted ... (3 pages)View decision -
Decision Reference DRN-3135060
24 Aug 2022 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-3135060 The complaint Mr W complains James Hay Administration Company Limited (James Hay) have failed to provide the service he paid for on his pension. He wants them to refund his annual fee and make a payment for the trouble and upset they’ve caused him. What happened Mr W holds a Se... (4 pages)View decision -
Decision Reference DRN-3807994
16 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3807994 The complaint Ms C is unhappy that HSBC UK Bank Plc (HSBC) won’t refund payments she made after falling victim to a scam. Ms C’s complaint was brought by a representative. However, as the account is in Ms C’s name, I’ll refer to her throughout the decision. What happened In Aug... (5 pages)View decision -
Decision Reference DRN6241357
18 Dec 2017 National Westminster Bank Plc Not upheldInvestment and pensionsMr F and Mrs H complain that the advice they received from National Westminster Bank Plc (“NatWest”) in 2006 to invest £15,000 in a Guaranteed Capital Bond (“GCB”) and £15,000 in a Protected Bond (“PB”) was, for a number of reasons, unsuitable.Mr F and Mrs H are r... (8 pages)View decision -
Decision Reference DRN-4609394
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4609394 The complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) acted inappropriately when it increased his overdraft limit twice in 2017. He also believes the bank failed to spot the unusual activity on his account or the fact that he was struggling with a ... (4 pages)View decision -
Decision Reference DRN-2374694
24 Nov 2020 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-2374694 The complaint Mr S complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, has terminated the hire purchase agreement under which a used car was supplied to him. What happened Mr S entered into a hire purchase agreement with Audi Financial... (4 pages)View decision -
Decision Reference DRN-4463974
31 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsThe complaint Mr C complains that The Co-operative Bank Plc unfairly closed his account. Mr C says this caused him financial problems, upset, and impacted his mental well-being. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a b... (5 pages)View decision -
Decision Reference DRN-5785028
27 Oct 2025 Bank of Scotland Plc Not upheldBanking and Payments1 The complaint Miss J is unhappy that Bank of Scotland plc (“BOS”) won’t refund the money she lost as part of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 7 August 2025 covered the details of Miss J’s testimony and full timeline of ... (4 pages)View decision
