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 370149 results
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Decision Reference DRN-4719259
29 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4719259 The complaint Mr P complains HSBC UK Bank Plc didn’t treat him fairly when it placed a restriction on a business account he holds. What happened In summary, Mr P’s account received a credit on 27 December 2023 for just over £200. HSBC placed a restriction on the account, fol... (3 pages)View decision -
Decision Reference DRN-4919981
29 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4919981 The complaint Mr and Mrs T have complained about the poor handling of a claim they made under Mrs T’s car insurance policy with Aviva Insurance Limited. What happened In September 2022 Mrs T put her car up for sale as she’d bought a replacement car. Unfortunately on the sam... (4 pages)View decision -
Decision Reference DRN-4847954
29 Aug 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4847954 The complaint Mr S complains about how AXA Insurance UK Plc (AXA) dealt with a claim under his home insurance policy for damage to his holiday home from a leak. AXA use agents to administer the policy and to assess claims. References to AXA include these agents. What happe... (6 pages)View decision -
Decision Reference DRN-4885234
29 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4885234 The complaint Mr R complains about Aviva Insurance Limited (Aviva) declining a claim under his home insurance policy for damage to a ceiling at his property caused by an ingress of rainwater. Reference to Aviva in this decision includes their agents. This decision covers M... (5 pages)View decision -
Decision Reference DRN-4888223
29 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4888223 The complaint Mr G complains about poor service provided by Bank of Scotland plc trading as Halifax (‘Halifax’) when it referred a payment he wanted to make to its fraud team and then blocked his account. He’s also unhappy about the way Halifax dealt with his complaint. To ... (5 pages)View decision -
Decision Reference DRN-4988230
29 Aug 2024 Gain Capital UK Limited Not upheldInvestmentsDRN-4988230 The complaint Mr L complained about Gain Capital UK Limited (trading as Galvan Derivative Trading “Galvan”). He said Galvan made recommendations to him to trade contracts for difference with maximum leverage and excessive frequency and this was to his detriment. Mr L would ... (7 pages)View decision -
Decision Reference DRN-4991961
29 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4991961 The complaint Miss T complains that Nationwide Building Society unfairly registered a marker about her at Cifas, the national fraud database and closed her account. What happened Miss T had an account with Nationwide. In December 2023, a payment of £9,800 was made into Miss... (7 pages)View decision -
Decision Reference DRN-4990675
29 Aug 2024 Gallery Finance Limited Not upheldMortgagesDRN-4990675 The complaint Mr B and Mrs B complain that Gallery Finance Limited gave them unsuitable advice to take out an interest only mortgage to fund an investment. What happened In August 2017, Mr B and Mrs B went on holiday to Tenerife – the cost of the holiday was reduced on the c... (6 pages)View decision -
Decision Reference DRN-4968053
29 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4968053 The complaint Mr S complains that Revolut Ltd (Revolut) unnecessarily stopped and cancelled a funds transfer he requested through them. He is also unhappy about their explanation and how they handled his complaint. What happened In May 2024, Mr S input a payment request usi... (3 pages)View decision -
Decision Reference DRN-4672050
29 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4672050 The complaint Mr A complains National Westminster Bank Plc (NatWest) have acted unfairly by not refunding the payment he made towards a holiday using his credit card. What happened In May 2023 Mr A used his NatWest credit card to purchase a package holiday at a total cost o... (6 pages)View decision
