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-5371921
26 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5371921 The complaint Mr H complains that Santander UK Plc blocked his account and held onto his funds. What happened Mr H had a current account with Santander. In April 2024, Mr H deposited two cheques for £700 and £1,050 into his account. Mr H then attempted to make multiple AT... (3 pages)View decision -
Decision Reference DRN-4485861
26 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4485861 The complaint Mr C complains that Santander UK Plc didn’t do enough to prevent him losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Mr C says he was introduced to an investment op... (5 pages)View decision -
Decision Reference DRN-5362596
26 Mar 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5362596 The complaint Mrs T has complained that she didn’t receive her renewal documents from AXA PPP Healthcare Limited (‘AXA’) in 2023 and it refused to backdate her request to cancel her policy. What happened Mrs T had a private medical insurance policy, underwritten by AXA. In 2... (2 pages)View decision -
Decision Reference DRN-5385890
26 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5385890 The complaint Mr W complains that National Westminster Bank PLC’s (NatWest) facial recognition on his banking app worked during a robbery when he was held at knifepoint and his eyes were closed, allowing his attacker to gain access to his accounts. What happened Mr W report... (4 pages)View decision -
Decision Reference DRN-5385333
26 Mar 2025 HSBC UK Bank Plc Not upheldInsuranceDRN-5385333 The complaint X complains HSBC UK Bank Plc unfairly cancelled and mis-sold their insurance cover. What happened In November 2021 X took out a monthly HSBC Select and Cover Policy (the product). It included travel, mobile phone and gadget insurance. In June 2024 HSBC wrote t... (3 pages)View decision -
Decision Reference DRN-5341643
26 Mar 2025 OneSavings Bank Plc UpheldMortgagesDRN-5341643 The complaint E complains that OneSavings Bank Plc trading as Kent Reliance overcharged interest on its mortgages. E is represented by its director Mr S. He’s also unhappy about how it dealt with his concerns. What happened Mr S is a director of a limited company I’ll call E... (3 pages)View decision -
Decision Reference DRN-5366602
26 Mar 2025 OneSavings Bank Plc UpheldMortgagesDRN-5366602 The complaint Mr S complains that OneSavings Bank Plc trading as Kent Reliance overcharged interest on his mortgage. He’s also unhappy about how it dealt with his concerns. What happened Mr S is a director of a limited company I’ll call E. He has three buy to let mortgages w... (3 pages)View decision -
Decision Reference DRN-5265249
26 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5265249 The complaint Mr and Mrs D are unhappy that Inter Partner Assistance SA (‘IPA’) proportionately settled a claim they made on a travel insurance policy. What happened Mr D took out a travel insurance policy. He didn’t declare any pre-existing medical conditions during the app... (3 pages)View decision -
Decision Reference DRN-5215420
26 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5215420 The complaint Mr and Mrs E complain Lloyds Bank General Insurance Limited handled their home insurance claim poorly. Lloyds has been represented by agents for the claim. For simplicity I’ve generally referred to the representative’s actions as being Lloyds’ own. Mr and Mrs ... (2 pages)View decision -
Decision Reference DRN-5334593
26 Mar 2025 Conister Bank Limited Not upheldBanking and PaymentsDRN-5334593 The complaint Mr H has complained that Conister Bank Limited (“Conister”) held his money in a non- interest-bearing account, prior to opening a Fixed Term savings account. What happened Mr H applied to open a Fixed Term savings account with Conister. Mr H subsequently transf... (3 pages)View decision
