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 366874 results
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Decision Reference DRN-5470804
10 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5470804 The complaint Miss F complains that NewDay Ltd have irresponsibly lent to her. What happened Miss F was approved for an NewDay credit card (which I will refer to as A in this decision), in April 2019 with a credit limit of £300. I have detailed the credit limit changes below... (4 pages)View decision -
Decision Reference DRN-5084887
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5084887 The complaint Mr A complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY unfairly closed his account and delayed returning his funds. What happened Mr A opened a new account with NatWest and made two transfers in totalling £15,000. Although Mr A’s account had been ope... (3 pages)View decision -
Decision Reference DRN-5472923
10 Apr 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5472923 The complaint Mr and Mrs S complain about the way AA Underwriting Insurance Company Limited has handled a claim made on their home insurance policy for damage caused by subsidence. What happened Mr and Mrs S have had an ongoing claim for a number of years, relating to subsi... (4 pages)View decision -
Decision Reference DRN-5241005
10 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241005 The complaint Mr M complains Monzo Bank Ltd loaded his details to a fraud marker database. What happened Mr M says he opened a Monzo account as a savings account, but then lost his job so he didn’t use the account. Mr M then tried to use the account again but found out it ... (3 pages)View decision -
Decision Reference DRN-5250160
10 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5250160 The complaint Miss M complains that HSBC UK Bank Plc unfairly loaded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Miss M received a payment of around £1,500 into her account. Following this, HSBC restricted her a... (4 pages)View decision -
Decision Reference DRN-5312026
10 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5312026 The complaint Mrs F complains Tesco Personal Finance plc trading as Tesco Bank (Tesco) failed to carry out sufficient checks before it agreed a credit card facility and subsequently increased the credit limit on that card. What happened Mrs F says she applied for a credit ca... (3 pages)View decision -
Decision Reference DRN-5059168
10 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5059168 The complaint Mrs Y complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she says was lost as the result of a scam. What happened In December 2020, Mrs Y’s partner saw an advertisement for investments through a company I’ll refer to as M... (6 pages)View decision -
Decision Reference DRN-5458431
10 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5458431 The complaint Mr D and Mrs D complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the handling of the claim they made on their home insurance policy. Miss D, Mr D and Mrs D’s daughter, has acted as the main representative during the claim and complaint proce... (5 pages)View decision -
Decision Reference DRN-5447415
10 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5447415 The complaint Mrs C complains that Vanquis Bank Limited irresponsibly provided her with a credit card account and increased her credit limit. She’s said that the relationship between herself and Vanquis was unfair. Mrs C is being supported in bringing her complaint by a pro... (4 pages)View decision -
Decision Reference DRN-5463729
10 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5463729 The complaint Mrs S complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened In 2021, Mrs S became aware of an investment opportunity through a company I’ll refer to as X. She found out about it from an ol... (7 pages)View decision
