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 381196 results
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Decision Reference DRN-5627844
16 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5627844 The complaint Miss B complains Admiral Insurance (Gibraltar) Limited unfairly declined a claim she made on her motor insurance policy when the vehicle was stolen. Miss B has been, at points, represented in bringing the complaint, by a named driver on the policy. But for eas... (5 pages)View decision -
Decision Reference DRN-5384879
16 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5384879 The complaint Miss B complains National Westminster Bank Plc (“NatWest”) doesn’t let her open a new account with it following its decision to close a current account in 2018. What happened The details of this complaint are well known by both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN-5627736
16 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5627736 The complaint Miss D complains about a claim she made to Barclays Bank UK PLC trading as Barclaycard (Barclaycard) in respect of a cancelled cruise. What happened In February 2023, Miss D used her credit card with Barclaycard to pay a deposit for a cruise for her and her par... (3 pages)View decision -
Decision Reference DRN-5596640
16 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5596640 The complaint Mr N, who is represented by a third party, has complained that The Royal Bank of Scotland Plc (‘RBS’) irresponsibly agreed to grant him an overdraft facility followed by limit increases that he couldn’t afford. He says by doing so RBS acted irresponsibly and so... (4 pages)View decision -
Decision Reference DRN-5058220
16 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5058220 The complaint Mrs H complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs H has explained that from October 2022 she... (2 pages)View decision -
Decision Reference DRN-5589117
16 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5589117 The complaint Mrs H complains that TSB Bank plc didn't advise her that her fixed rate bond had matured, that a cheque she wrote on her account was returned unpaid, and she also had problems receiving a new PIN number. What happened Mrs H invested in a fixed rate bond wh... (3 pages)View decision -
Decision Reference DRN-5448825
16 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5448825 The complaint Mr L is unhappy with Nationwide Building Society. He said he opened accounts with Nationwide on the basis of its advertising campaign promising branch availability. He said he hadn’t been notified before the local branch he liked to use was shut. What happened... (3 pages)View decision -
Decision Reference DRN-5625520
16 Jun 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5625520 The complaint Mr S complains that HARBOUR ROCK CAPITAL LIMITED trading as Portafina were negligent in the advice that they gave him, which led to him transferring out of his Occupational Pension Scheme (OPS) in 2019. It is alleged that this has caused him a loss. What happe... (4 pages)View decision -
Decision Reference DRN-5354253
16 Jun 2025 Nationwide Building Society Not upheldMortgagesDRN-5354253 The complaint This complaint’s about a mortgage Mr H used to hold with Nationwide Building Society. Mr H applied for a new mortgage to buy another home, hoping to port the interest rate product from the existing mortgage to the new one. However, Mr H’s application for a new ... (4 pages)View decision -
Decision Reference DRN-5627629
16 Jun 2025 Nationwide Building Society UpheldMortgagesDRN-5627629 The complaint Mr G complains that Nationwide Building Society treated him unfairly when his mortgage fell into arrears. What happened Mr G’s mortgage fell into arrears in late 2023. Mr G says Nationwide took recovery action instead of offering support, such as a lower intere... (3 pages)View decision
