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 364862 results
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Decision Reference DRN-4406964
26 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4406964 The complaint A company, which I’ll refer to as S, complains that National Westminster Bank Plc trading as Ulster Bank acted unreasonably when the company took out a business loan. What happened S had a number of residential properties that were rented out. During the autumn of... (3 pages)View decision -
Decision Reference DRN-4664739
26 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4664739 The complaint The estate of Ms S (“the estate”) complains that Bank of Scotland, trading as Halifax, shared the personal information of its executor with an unauthorised third-party. What happened The executor of the estate of Ms S is one of Ms S’s daughters, who held a joint H... (2 pages)View decision -
Decision Reference DRN-4695397
26 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4695397 The complaint Mrs F and Mr F complain that Starling Bank Limited (Starling) won’t refund money lost in a safe account scam. What happened What Mrs F and Mr F say: On 2 November 2023, Mr F got a call from someone purporting to be from Starling’s fraud department. He checked the ... (7 pages)View decision -
Decision Reference DRN-4522410
26 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4522410 The complaint Mr K complains that Tesco Personal Finance plc, trading as Tesco Bank, unfairly reduced his credit limit. He would like his previous credit limit reinstated What happened The details of this complaint are well known to both parties so I won’t repeat them again her... (1 page)View decision -
Decision Reference DRN-4691427
26 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4691427 The complaint Ms B brings this complaint as a representative of the estate of Mr B and complains that Barclays Bank UK PLC (Barclays) refused to pay a reasonable interest rate on the balance of Mr B’s bank account before probate was issued. What happened Ms B says her father pa... (3 pages)View decision -
Decision Reference DRN-4667716
26 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4667716 The complaint Mr H’s complaint is about a claim he made on his Royal & Sun Alliance Insurance Limited (‘RSA’) legal expenses insurance policy. Mr H says RSA were wrong to withdraw funding of his claim part way through litigation. All references to RSA include their claims h... (3 pages)View decision -
Decision Reference DRN-4112452
26 Mar 2024 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4112452 The complaint Mr M complains about investments St. James's Place Wealth Management Plc (SJP) advised him to make in 2016 in three Enterprise Investment Schemes (EISs). In particular he complains the schemes were fundamentally defective because they didn’t deliver the tax b... (6 pages)View decision -
Decision Reference DRN-4667467
26 Mar 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4667467 The complaint Mr N complains that BUPA Insurance Limited (‘Bupa’) closed his cash plan insurance policy. What happened Mr N held a cash plan with Bupa which started in 2004. The plan allowed Mr N to claim cash back if he had private medical treatment. On 30 August 2023, Bupa wr... (2 pages)View decision -
Decision Reference DRN-4498852
26 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4498852 The complaint Miss W complains that Bank of Scotland plc, trading as Halifax, didn’t refund fees direct to her but offset them against the balance of her account. She would like the money refunded to her. What happened The details of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN-4554331
26 Mar 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4554331 The complaint Mr W complains about the quality of a car he acquired through a hire purchase agreement financed by N.I.I.B Group Limited trading as Northridge Finance (Northridge). What happened In September 2022 Mr W acquired a used car through a hire purchase agreement financ... (4 pages)View decision
