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 364862 results
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Decision Reference DRN-5534487
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5534487 The complaint Mrs D complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) refused to let her spend her own money without a good reason. She says this caused her trouble and upset. What happened I issued my provisional decision on this complaint inviting both p... (3 pages)View decision -
Decision Reference DRN-5537271
6 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5537271 The complaint Mr L complains Nationwide Building Society irresponsibly provided him with an unaffordable overdraft facility. Mr L also complains about Nationwide Building Society’s service, including its decision to not write-off his outstanding balance. What happened Nation... (6 pages)View decision -
Decision Reference DRN-5340748
6 May 2025 Bamboo Limited Not upheldConsumer CreditDRN-5340748 The complaint Mr A complains that Bamboo Limited was irresponsible to lend to him on two occasions. What happened Bamboo agreed two loans for Mr A. The first was for £5,000 agreed in February 2021. The total amount owed was £9,763.22 to be repaid over five years with month... (4 pages)View decision -
Decision Reference DRN-5469426
6 May 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5469426 The complaint A has complained that TSB Bank plc (“TSB”) didn’t credit its account for cheques that had been paid in via a Post Office. What happened On 13 May 2024, Mrs G (a director of A) paid a number of cheques in at a Post Office to be credited into A’s TSB account. The... (3 pages)View decision -
Decision Reference DRN-4942630
6 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4942630 The complaint Mr I complains that Monzo Bank Ltd (“Monzo”) hasn’t protected him 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, Mr I has explained that between Au... (2 pages)View decision -
Decision Reference DRN-5514270
6 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5514270 The complaint Ms C is unhappy her claim was declined by esure Insurance Limited (“esure”) when she noticed a leak which originated in her bathroom. She thought the service she received was unsatisfactory. Esure were providing a home insurance policy. What happened Ms C made ... (3 pages)View decision -
Decision Reference DRN-5378361
6 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5378361 The complaint Miss G complains Bank of Scotland plc (trading as Halifax) closed her accounts without providing a proper explanation. Miss G is also unhappy with the service she received from Halifax during the closure process. What happened The detailed background of this c... (6 pages)View decision -
Decision Reference DRN-5036301
6 May 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5036301 The complaint Miss R has complained about the service received off the back of purchasing goods using her Frasers Group Financial Services Limited (“FGFS”) credit agreement. What happened In November 2023 Miss R placed an order for a few items using her FGFS credit agreemen... (3 pages)View decision -
Decision Reference DRN-5362588
6 May 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5362588 The complaint Mr B has complained that AmTrust Specialty Limited (‘AmTrust’) unfairly declined his claim. All reference to AmTrust includes any agents acting on its behalf. What happened Mr B bought an income protection policy on 2 November 2023, underwritten by AmTrust whic... (3 pages)View decision -
Decision Reference DRN-5362585
6 May 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5362585 The complaint Mr B has complained that Helvetia Global Solutions Ltd (‘Helvetia’) has unfairly declined his claim. All reference to Helvetia includes any agents acting on its behalf. What happened Mr B bought an income protection policy on 2 November 2023, underwritten by He... (3 pages)View decision
