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 370904 results
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Decision Reference DRN-4598233
25 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4598233 The complaint Mr A complains National Westminster Bank Plc (“NatWest”) closed his accounts without notification. Mr A says NatWest’s actions have caused him substantive financial loss, distress, and inconvenience. To put things right, Mr A wants NatWest to reinstate his acco... (3 pages)View decision -
Decision Reference DRN-4885627
25 Jul 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4885627 The complaint Mr B complains that Sainsbury’s Bank Plc lent irresponsibly when it approved a credit card application he made in March 2022. What happened In March 2022, Mr B applied for a credit card with Sainsbury’s Bank. In his application, Mr B said he had an annual inco... (3 pages)View decision -
Decision Reference DRN-4832079
25 Jul 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4832079 The complaint Mr O complains about how Watford Insurance Company Europe Limited (“Watford”) dealt with a claim he made on his motor insurance policy. This document has been provided in English and Romanian. What happened Mr O had a motor insurance policy with Wa... (3 pages)View decision -
Decision Reference DRN-4852897
25 Jul 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4852897 The complaint Mr A is unhappy that Legal and General Assurance Society Limited declined a claim he made on a life and critical illness insurance policy. What happened Mr A and his late wife, Mrs A, had a joint life and critical illness insurance policy. Mrs A was diagnosed w... (3 pages)View decision -
Decision Reference DRN-4884107
25 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4884107 The complaint Mr M complains about the reward paid by Revolut Ltd under its “refer a friend” scheme. What happened Mr M’s explained that he saw Revolut’s promotion that said it would pay a reward of up to £200 if he referred a friend. Mr M went on to refer a friend to Revol... (2 pages)View decision -
Decision Reference DRN-4792047
25 Jul 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4792047 The complaint Mr H complains that Royal Bank of Scotland Plc (RBS) won’t refund the money he lost when he was the victim of a scam. What happened Mr H came across an advert online about an opportunity to invest in a company which leased cars – I’ll call this company B. He w... (5 pages)View decision -
Decision Reference DRN-4791937
25 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4791937 The complaint Mr H complains that Bank of Scotland Plc (trading as Halifax) won’t refund the money he lost when he was the victim of a scam. What happened Mr H came across an advert online about an opportunity to invest in a company which leased cars – I’ll call this compan... (5 pages)View decision -
Decision Reference DRN-4928972
25 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4928972 The complaint Miss L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional d... (4 pages)View decision -
Decision Reference DRN-4732370
25 Jul 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4732370 The complaint Mr and Mrs P complain that the early repayment charge (ERC) HSBC UK Bank plc required them to pay on redemption of their mortgage was unfairly high and didn’t reflect the cost to the bank of early repayment. What happened Mr and Mrs P took out their mortgage w... (3 pages)View decision -
Decision Reference DRN-4764220
25 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4764220 The complaint Mr A has complained about AXA Insurance UK Plc’s decision to reject a claim he made under his car insurance policy. What happened Mr A made a claim to AXA for damage to his car following an incident with another car. After investigating the claim, AXA decided ... (2 pages)View decision
