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 367298 results
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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 -
Decision Reference DRN-5379211
6 May 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5379211 The complaint Ms C is complaining on behalf of P – a limited company – that AmTrust Specialty Limited has declined a claim P made on its commercial property insurance policy. What happened In August 2023 P looked to claim through its commercial property insurance policy for ... (4 pages)View decision -
Decision Reference DRN-4879799
6 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4879799 The complaint Mr M complains that Starling Bank Limited won’t refund the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it here. But in summary I un... (4 pages)View decision -
Decision Reference DRN-5209069
6 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5209069 The complaint Mr B complains about the way in which American Express Services Europe Limited handled matters when an unauthorised payment was taken on his credit card account. What happened In April 2024 Mr B engaged a building firm, which I’ll call “A” to carry out some roo... (2 pages)View decision -
Decision Reference DRN-5467402
6 May 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5467402 The complaint Mr H complains J.P Morgan Limited (Chase) unfairly closed his account. What happened Mr H held a Chase account. Mr H raised concerns with Chase explaining that he had been the victim of a scam. Chase conducted a review of the account and in mid-December 2023 C... (3 pages)View decision -
Decision Reference DRN-5471116
6 May 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5471116 The complaint Mr A complains Trading 212 UK Limited (T212) frustrated his efforts to open an account with the firm. What happened In January 2025, Mr A set about opening an account with T212 online. He ran into difficulties when, as part of the application process, he was ... (3 pages)View decision -
Decision Reference DRN-5468157
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5468157 The complaint Mrs T complains about how National Westminster Bank Plc (NatWest) treated her after she attempted to set up a standing order instruction. As a result, Mrs T has suffered inconvenience and stress. What happened In March 2024, Mrs T visited a branch of NatWest w... (2 pages)View decision
