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 366874 results
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Decision Reference DRN-4796376
15 Jan 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-4796376 The complaint Mr D has complained about how Great Lakes Insurance SE have dealt with two claims against his motor insurance policy. References to Great Lakes include any agents that it is responsible for unless specified. What happened Mr D became aware of two claims against... (3 pages)View decision -
Decision Reference DRN-5187714
15 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5187714 The complaint Mrs H, on behalf of the customer Mrs M, has complained about Bank of Scotland plc (trading as Halifax) allowing withdrawals which she suspects could possibly have been unauthorised or part of a scam. What happened Both sides are most familiar with the case, so ... (4 pages)View decision -
Decision Reference DRN-4883336
15 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4883336 The complaint Mr S complains that Starling Bank Limited unfairly refused to process his chargeback request for a faulty car. What happened In September 2023, Mr S transferred £11,000 from his Starling bank account to a third party seller to buy a car. Mr S subsequently encou... (2 pages)View decision -
Decision Reference DRN-5262211
15 Jan 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5262211 The complaint Mrs H has complained about the way Shawbrook Bank Limited responded to claims she’d made under the Consumer Credit Act 1974 (the “CCA”). What happened In April 2018 Mrs H entered into a 10 year fixed sum loan agreement with Shawbrook to pay for a £10,815 solar ... (5 pages)View decision -
Decision Reference DRN-5245018
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5245018 The complaint Ms R complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost when she fell victim to a scam. What happened Ms R invested £42,000 in a company called Buy2let/Raedex Consortium Ltd – “B” in September 2019. Ms R’s understanding of the investment w... (7 pages)View decision -
Decision Reference DRN-5263342
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5263342 The complaint Mrs A complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs A has an account with Revolut and accounts elsewhere too including an account with a bank who I’ll refer to as “S” throughout the rest of this deci... (3 pages)View decision -
Decision Reference DRN-5141232
15 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5141232 The complaint Mr C complains that Wise Payments Limited closed his account without giving him prior notice or explaining why it had done so. What happened Mr C opened an account with Wise in March 2024. Wise is a money transfer business and, because of where Mr C lives, he c... (2 pages)View decision -
Decision Reference DRN-5207313
15 Jan 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5207313 The complaint Mr D has complained that Helvetia Global Solutions Ltd unfairly declined a claim under his landlord home emergency insurance policy. What happened Mr D’s tenant contacted Helvetia to make a claim because the thermostat in the flat they rented from Mr D wasn’t ... (2 pages)View decision -
Decision Reference DRN-5216991
15 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5216991 The complaint Mr E and Ms F complain about the price quoted by U K Insurance Limited (“UKI”) to renew their combined home and motor insurance policy. Ms F has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actio... (3 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
