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 381194 results
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Decision Reference DRN-5536470
9 Jun 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5536470 The complaint Mr H complains about Trading 212 UK Limited (Trading212) after he requested a withdrawal from his account with them. What happened At the end of January 2025, in preparation for a large withdrawal, Mr H requested a smaller ‘test’ withdrawal from his cash ISA ac... (2 pages)View decision -
Decision Reference DRN-5187624
9 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsThe complaint Mr and Mrs W have complained HSBC UK Bank Plc trading as First Direct won’t refund several payments they say they made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr and Mrs... (4 pages)View decision -
Decision Reference DRN-5610343
9 Jun 2025 Wakam UpheldInsuranceDRN-5610343 The complaint Mr B has complained about his previous commercial vehicle insurer Wakam. He thinks it mishandled a claim made against him by a third-party driver, which caused him upset and to incur additional policy costs. What happened In mid-June 2022 Mr B’s policy was due... (5 pages)View decision -
Decision Reference DRN-5610210
9 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5610210 The complaint Mr S complains he didn’t receive a £175 switch incentive because HSBC UK Bank PLC trading as first direct gave him incorrect information. What happened Mr S has an account and a mortgage with a bank who I’ll refer to as “N” throughout the rest of this decision.... (3 pages)View decision -
Decision Reference DRN-5609994
9 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5609994 The complaint Mr E complains that Santander UK Plc unfairly loaded an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr E held an account with Santander. In mi... (3 pages)View decision -
Decision Reference DRN-5608341
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5608341 The complaint Mrs P complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. She says NatWest should reimburse her for the money she lost. In bringing her co... (7 pages)View decision -
Decision Reference DRN-5572877
9 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5572877 The complaint Mr M, who is represented by a third party, has complained about an overdraft that Bank of Scotland plc, trading as Halifax (‘Halifax’) agreed to provide to him. He says the overdraft shouldn’t have been provided because he was already in financial difficulties.... (3 pages)View decision -
Decision Reference DRN-5610300
9 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5610300 The complaint Mr D complains Red Sands Insurance Company (Europe) Limited (“Red Sands”) declined his claim on his mechanical breakdown insurance policy unfairly. Any reference to Red Sands includes its agents. What happened Mr D bought a car in February 2024 and around the s... (4 pages)View decision -
Decision Reference DRN-5243159
9 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5243159 The complaint Mrs A complains about the way HSBC UK Bank Plc handled her a claim for a refund when goods she bought using her credit card were not delivered. What happened On 27 February 2024 Mrs A bought goods online from a retailer, which I’ll call “L”. She paid a total of... (2 pages)View decision -
Decision Reference DRN-5610049
9 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5610049 The complaint Mr B has complained that his motorhome was damaged when he made a claim to Royal & Sun Alliance (RSA) for a windscreen repair under his motorhome policy. References to RSA include all its agents in supplying and fitting the windscreen repair. What happene... (4 pages)View decision
