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-5215502
27 Jan 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5215502 The complaint Mr T complains The Co-operative Bank Plc (“Co-op”) blocked an online transfer he’d made and didn’t contact him to remove it in a timely way. What happened Mr T complained to us about a transfer he’d made online from his Co-op account to an account he held at an... (2 pages)View decision -
Decision Reference DRN-5148997
27 Jan 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5148997 The complaint Mr J complains that the car he acquired financed through a hire purchase agreement with Marsh Finance Limited wasn't of satisfactory quality. What happened In August 2022 Mr J acquired a car financed through a hire purchase agreement with Marsh. In or arou... (3 pages)View decision -
Decision Reference DRN-5215310
27 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5215310 The complaint Ms S complains Nationwide Building Society (“Nationwide”) sent a new card for one of her accounts to an old address. What happened Ms S found out a replacement card for one of her accounts with Nationwide was sent to a previous address. She said Nationwide been... (2 pages)View decision -
Decision Reference DRN-4973685
27 Jan 2025 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4973685 The complaint Mr J complains that RBS Collective Investment Funds Limited delayed a withdrawal from his stocks and shares Individual Savings Account (ISA). What happened Mr J requested a withdrawal from his ISA in mid-January 2024. RBS told him the funds would reach his bank... (2 pages)View decision -
Decision Reference DRN-4833552
27 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4833552 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened Mr T was using a genuine trading advice site, and was approached by scammers. They persuaded Mr T to send them over £... (3 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision -
Decision Reference DRN-5253227
27 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253227 The complaint Miss G complains Revolut Ltd would not refund her sister £76 she transferred to Miss G’s Revolut account in error or close her account without her downloading the app and completing verification. What happened In May 2024 Miss G’s sister sent a payment of £76 t... (3 pages)View decision -
Decision Reference DRN-5246220
27 Jan 2025 Vitality Health Limited UpheldInsuranceDRN-5246220 The complaint Mrs T complains about Vitality Health Limited’s decision to turn down her claim for physiotherapy under her private medical insurance cover. What happened Mrs T held private medical insurance cover with Vitality. In December 2022, Mrs T asked Vitality to autho... (2 pages)View decision -
Decision Reference DRN-5245507
27 Jan 2025 Hiscox Underwriting Limited Not upheldInsuranceDRN-5245507 The complaint G, a company, complains about the premium increase Hiscox Underwriting Limited trading as Hiscox (‘Hiscox’) have applied to its professional indemnity insurance policy. G is also unhappy with how claims were handled under that policy as well as the impact this... (4 pages)View decision -
Decision Reference DRN-5288067
27 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5288067 The complaint Mr L complains about Accredited Insurance (Europe) Ltd (“AIL”) and the valuation they placed on his car following its involvement in a non-fault road traffic accident. What happened The claim and complaint circumstances are well known to both parties. So, I don... (4 pages)View decision
