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 364422 results
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Decision Reference DRN-4781298
11 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4781298 The complaint S, a company, complains that HSBC UK Bank Plc delayed in lifting restrictions it had placed on its business current account. The complaint has been brought by its director, whom I’ll refer to as Mr L. What happened In June 2022 HSBC placed restrictions on S’s curr... (2 pages)View decision -
Decision Reference DRN-4843593
11 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4843593 The complaint X complains that National Westminster Bank PLC (NatWest) unfairly retained £5 which was being paid into their account as it said it was counterfeit. What happened In July 2003, X’s mother went into a mobile branch of NatWest with some cash to pay into X’s account.... (2 pages)View decision -
Decision Reference DRN-4587751
11 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4587751 The complaint A limited company, which I’ll refer to as D, complains that National Westminster Bank Plc wrote to an old address regarding arrears on a bounce back loan (“BBL”). D says this resulted in the bank also putting another loan into default and then using the funds in D... (3 pages)View decision -
Decision Reference DRN-4594238
11 Jun 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4594238 The complaint Mr D’s complaint is that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably when dealing with a complaint about a loan taken out in 2011. The complaint is only in Mr D’s name as he alone was named on t... (7 pages)View decision -
Decision Reference DRN-4840735
11 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4840735 The complaint Mrs P has complained about the way AXA Insurance UK Plc handled a claim she made on her buildings insurance policy for subsidence. Reference to Mrs P includes her representative. What happened The claim has been ongoing for a number of years, so I’ll summarise the... (9 pages)View decision -
Decision Reference DRN-4845760
11 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4845760 The complaint Mrs B has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly and unreasonably refused to pay her claim for her dog under her pet insurance policy. What happened Mrs B bought her policy for her dog which started on 11 November 2021. Mrs B’s d... (4 pages)View decision -
Decision Reference DRN-4816684
11 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4816684 The complaint Mr O has complained that Santander UK Plc delayed moving his mortgage to a concessionary fixed interest rate and that Santander UK Plc wrongly reported mortgage arrears on his credit file. Mr O has claimed that he suffered a financial loss as a result. What happen... (4 pages)View decision -
Decision Reference DRN-4685016
11 Jun 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4685016 The complaint Mrs S complains that MBNA Limited closed her credit card account without her knowledge. What happened Mrs S held a credit card account with MBNA. In November 2022, MBNA flagged the account to be closed as it hadn’t been used for more than a year. The account was c... (3 pages)View decision -
Decision Reference DRN-4744317
11 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4744317 The complaint Mrs L is unhappy that she is unable to receive one-time passcodes (“OTPs”) sent by NewDay Ltd when she tried to access her account online. What happened Mrs L raised a complaint with NewDay because she wasn’t receiving OTPs sent by NewDay when she tried to access ... (2 pages)View decision -
Decision Reference DRN-4713881
11 Jun 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4713881 The complaint Mrs F complains about the service she’s received from Embark Service Limited (formally Hornbuckle Mitchell Group Ltd). She say’s they’ve failed to help rectify issues with two land investments held in her late husband’s pension. What happened Mrs F’s late husband ... (9 pages)View decision
