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 360264 results
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Decision Reference DRN-5274075
12 Feb 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5274075 The complaint Mr F complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest he has paid on the loan refunded along with 8% statutory interest. What happened Vanquis provided Mr F with a £1,500 loan in May 2022. The agreement had an 1... (3 pages)View decision -
Decision Reference DRN-5280991
12 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5280991 The complaint Miss J complains about the way in which National Westminster Bank Plc (NatWest) handled a fraud on her account, and the resolution it offered her. What happened Miss J fell victim to fraud following a call from a scammer. She called NatWest on 14 June 2024 to ... (3 pages)View decision -
Decision Reference DRN-5059018
12 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5059018 The complaint Mr M complains that he is unable to use an online service to make investment changes to pension savings that he holds with Aviva Life & Pensions UK Limited (“Aviva”). What happened Mr M holds pension savings with Aviva. Those pension savings arose when he w... (2 pages)View decision -
Decision Reference DRN-5212152
12 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5212152 The complaint Mr P and Mr P complain about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a claim they made for a damaged hi-fi system. Whilst this is a joint policy, only one Mr P has been the main correspondent for the claim and complaint, so I’ve on... (2 pages)View decision -
Decision Reference DRN-5321853
12 Feb 2025 Nationwide Building Society UpheldMortgagesDRN-5321853 The complaint Mrs M and Mr M complain that Nationwide Building Society misrepresented the terms of the further borrowing they applied for. What happened In early 2024, Mrs M and Mr M applied for £120,000 in additional borrowing to help part-fund a renovation of their home. A... (4 pages)View decision -
Decision Reference DRN-5242438
12 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5242438 The complaint Mrs M complains that HSBC UK Bank Plc (HSBC) failed to keep her properly informed when a transfer she made from her account to a foreign bank was rejected. Mrs M also complains that when she made a formal complaint to HSBC this was badly handled. What happened... (3 pages)View decision -
Decision Reference DRN-5224101
12 Feb 2025 Oury Clark UpheldInvestmentsDRN-5224101 The complaint Ms C complains the advice and service Oury Clark gave her on an investment portfolio that started in 2018 wasn’t provided with appropriate skill, care and diligence. What happened Ms C has explained the background to her complaint. She is assisted by a represen... (7 pages)View decision -
Decision Reference DRN-5266576
12 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5266576 The complaint Ms W complains about the decision by AXA Insurance UK Plc (‘AXA’) to decline a claim she made on her home insurance policy, following an escape of water. AXA are the underwriters (insurers) of this policy. Some of Ms W’s dissatisfaction relates to the actions o... (5 pages)View decision -
Decision Reference DRN-4820908
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4820908 The complaint Miss X complains Monzo Bank Ltd has not dealt fairly with her chargeback requests and closed her account. What happened Miss X had an account with Monzo. Miss X made chargeback claims to Monzo for five payments totalling £967 which were made from her Monzo ba... (4 pages)View decision -
Decision Reference DRN-5242855
12 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5242855 The complaint Mr S complains about the quality of a car he has been financing through an agreement with Santander Consumer (UK) Plc (Santander). What happened Mr S took receipt of a used car in June 2021. He financed the deal through a conditional sale agreement with Santand... (2 pages)View decision
