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 369227 results
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Decision Reference DRN-4820898
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4820898 The complaint Mr C is unhappy with how HSBC UK Bank Plc handled his Section 75 claim. What happened Mr C bought a three-seater sofa, two-seater sofa and a standard chair in April 2021 along with a certificate of insurance for £2,075. Mr C said he purchased the furniture for ... (3 pages)View decision -
Decision Reference DRN-4968017
21 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4968017 The complaint A sole trader, who I will refer to as Mr W, complains that Barclays Bank UK Plc wrongly blocked his bank account. What happened Mr W told us: He is a longstanding customer of Barclays, and has held a Barclays bank account for over 25 years. He has always re... (5 pages)View decision -
Decision Reference DRN-4958528
21 Feb 2025 Saxo Capital Markets UK Limited UpheldInvestmentsDRN-4958528 The complaint Mr S complains that Saxo Capital Markets UK Limited (‘Saxo’) have requested excessive amounts of personal financial information as part of their ‘know your customer’ checks. Mr S says that he’s been put through a process that simply isn’t acceptable and has bee... (4 pages)View decision -
Decision Reference DRN-5318906
21 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5318906 The complaint Mr T complains that AXA Insurance UK Plc declined a subsidence claim on his commercial property insurance policy. What happened Mr T has a commercial property, which is let to a tenant. In May 2021 he made a claim on his policy after the tenant reported problem... (4 pages)View decision -
Decision Reference DRN-5306200
21 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5306200 The complaint Mr N says that HSBC UK Bank Plc (“HSBC”) wrote to him implying that he wasn’t managing his account appropriately and threatened to remove his overdraft. Mr N complains that this communication was inappropriate and unnecessary and the tone of the letter disrespe... (3 pages)View decision -
Decision Reference DRN-5265364
21 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5265364 The complaint Mr S complains Aviva Insurance Limited unfairly declined his claim for the cost of a scan. What happened Mr S holds a private medical insurance policy together with his wife. The policy is underwritten by Aviva. In June 2024, Mr S was experiencing severe back p... (2 pages)View decision -
Decision Reference DRN-5256170
21 Feb 2025 TSB Bank plc Not upheldConsumer CreditDRN-5256170 The complaint Mr W has complained to TSB Bank plc that it lent to him irresponsibly in December 2023 by approving a loan for him for £20,000 repayable over 84 months. Mr W says that he was not aware of the interest rate on the loan and when he did realise he was not happy w... (5 pages)View decision -
Decision Reference DRN-5348317
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5348317 The complaint Mr P complains that Monzo Bank Ltd won’t reimburse him for payments he says he made to a scam. The complaint is brought on Mr P’s behalf by a professional representative. What happened Mr P says that in late 2023 he fell victim to a scam. He says he made the f... (4 pages)View decision -
Decision Reference DRN-5305723
21 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5305723 The complaint Mr M has been having problems with Santander UK Plc’s (“Santander”) online banking app which he says impedes his ability to bank as he chose’s. Mr M complains there has been a lack of support from Santander regarding this. What happened Mr M complained to Sant... (3 pages)View decision -
Decision Reference DRN-5292948
21 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5292948 The complaint Mr G complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) won’t refund the full amount of money he lost after he says he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to bo... (5 pages)View decision
