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 369228 results
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Decision Reference DRN-4557105
15 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4557105 The complaint Mr W complains that Clydesdale Bank Plc (trading as Virgin Money) didn’t help him to access his Individual Savings Account (ISA). He said this prevented him from transferring his funds to a higher interest account. What happened Mr W said he couldn’t access his Vi... (3 pages)View decision -
Decision Reference DRN-4649965
15 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4649965 The complaint Miss S complains about the overdraft charges on her two current accounts with Bank of Scotland plc, trading as Halifax. What happened Miss S has two current accounts with Halifax. 1 One of those has an arranged overdraft limit of £6,200, and the other originally h... (4 pages)View decision -
Decision Reference DRN-4534591
15 Apr 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4534591 The complaint Mr T complains The Royal Bank of Scotland Plc (RBS) won’t refund the money he lost when he fell victim to a scam. What happened In mid-2023, Mr T told RBS he had fallen victim to a cryptocurrency scam involving payments to a company I’ll refer to as “B”. RBS found... (2 pages)View decision -
Decision Reference DRN-4741170
15 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4741170 The complaint Mrs P complains that Bank of Scotland plc, trading as Halifax, won’t refund her for a hotel stay. What happened In April 2022 Mrs P used her Bank of Scotland Plc, trading as Halifax, credit card (BOS for short) to make a bookin... (3 pages)View decision -
Decision Reference DRN-4544597
15 Apr 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4544597 The complaint Mr P has complained that Creation Financial Services Limited (“Creation”) lent to him irresponsibly when it provided him with a credit card. What happened Mr P opened a credit card with Creation in January 2018 with a credit limit of £600. In May 2018 his credit l... (3 pages)View decision -
Decision Reference DRN-4687907
15 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4687907 The complaint Mr I complains about the settlement Haven Insurance Company Limited (Haven) offered for the total loss of his car, under his motor insurance policy. What happened Mr I’s car was damaged in a fire. He made a claim to Haven. It told him his car was a total loss and ... (3 pages)View decision -
Decision Reference DRN-4728513
15 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4728513 The complaint Mr S and Miss W complain that Liverpool Victoria Insurance Company Limited trading as LV= (LV) unfairly declined a claim on their home insurance policy following an escape of water. What happened Mr S and Miss W discovered a lot of water coming through their kitch... (3 pages)View decision -
Decision Reference DRN-4629555
15 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4629555 The complaint Mrs C complains that National Westminster Bank Plc (NatWest) hasn’t done enough to support her financially. She would like all the fees applied to her account, with interest, to be refunded. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-4741450
15 Apr 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-4741450 The complaint Mr M complains that Zurich Insurance Company Limited mishandled his claim on a commercial vehicle insurance policy. What happened Mr M is self-employed, fitting items in customers’ homes. So he had a van to transport tools and materials. For the year from mid-Augu... (6 pages)View decision -
Decision Reference DRN-4662346
15 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4662346 The complaint Miss W complains that NewDay Ltd acted irresponsibly in lending her a credit card account. What happened Miss W took out a credit card with NewDay in September 2018. The initial credit limit was £450. The credit limit was increased several times as follows: Febru... (6 pages)View decision
