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 3981 results
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Decision Reference DRN-2851679
10 Jun 2021 Union Reiseversicherung AG Not upheldInsuranceDRN-2851679 The complaint Mr B complains about how Union Reiseversicherung AG dealt with one of his claims against his travel insurance policy. Reference to URV includes reference to its agents. What happened In March 2019, Mr B bought an annual travel insurance policy with URV. The policy... (6 pages)View decision -
Decision Reference DRN-5189884
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5189884 The complaint Company A complains National Westminster Bank Plc (NatWest) did not provide like-for-like accounts, as agreed, when A opened new accounts after the business changed from a partnership to a limited company. What happened A had accounts with NatWest when it was a... (3 pages)View decision -
Decision Reference DRN-3776073
1 Dec 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3776073 The complaint Mr H is unhappy HSBC UK Bank Plc won’t refund him for transactions totalling £2,400 that he made as part of a third-party scam. What happened In May 2022, Mr H says he saw an advert for designer clothing on a social media marketplace. After contacting the seller M... (4 pages)View decision -
Decision Reference DRN7765842
2 Nov 2015 HSBC Private Bank (UK) Limited Not upheldBanking and creditMr and Mrs G are unhappy about the handling of their secured loan account by HSBC Private Bank (UK) Limited.backgroundIn 2007 Mr and Mrs G took out a multi-currency loan facility with HSBC, borrowing £2,100,000 over a five year term, on an interest-only basis. The loan ... (4 pages)View decision -
Decision Reference DRN2642088
12 Mar 2021 National Westminster Bank Plc UpheldBanking and creditMr R complains that National Westminster Bank Plc (NatWest) failed to apply a payment he made to his loan accounts, and wrongly treated the accounts as in arrears. He says NatWest took action against him which involved offsetting the balance of his current and savings accounts against the ... (5 pages)View decision -
Decision Reference DRN-3789601
11 Nov 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3789601 Complaint Mr C is unhappy that Santander UK Plc (“Santander”) recorded a fraud prevention marker against him. Background In May 2019, there was an attempt to deposit a cheque for £6,500.00 into Mr C’s account. Shortly afterwards, Santander received a notification from a third-p... (3 pages)View decision -
Decision Reference DRN7473875
20 Dec 2017 Shawbrook Bank Limited Not upheldBanking and creditMs W complains that the soffits, fascia and guttering supplied and installed at her home areof unsatisfactory quality. Her complaint is against Shawbrook Bank Limited, as the financeprovider.background In early May 2016, Ms W entered into a contract for a third party... (5 pages)View decision -
Decision Reference DRN-4344648
16 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4344648 The complaint Mr F complains that Revolut Ltd won’t refund the money he lost to an investment scam. Mr F is represented by a third party, but for ease of reading, I’ll treat all submissions as having come from him alone in this decision. What happened Around June 2022, Mr F mad... (4 pages)View decision -
Decision Reference DRN1698282
11 Jul 2014 National Westminster Bank Plc UpheldBanking and creditMr M issued a cheque drawn on a National Westminster Bank Plc account in the name of G, a registered charity. The payment was intended for deposit into a savings account with a third party provider, B. But National Westminster declined to pay the cheque. And by the time Mr M w... (2 pages)View decision -
Decision Reference DRN-4454435
22 Mar 2024 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-4454435 The complaint P complains that State Bank Of India (UK) Limited (SBI) is refusing to refund the amount it lost as the result of a scam. P is being represented by a third party. To keep things simple, I will refer to P throughout my decision. What happened P was established as a... (3 pages)View decision
