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 381196 results
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Decision Reference DRN-5594446
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5594446 The complaint Mr C complains TSB Bank plc unfairly restricted his accounts and provided him with poor service. What happened Mr C held multiple accounts with TSB. In early January 2025 the accounts were blocked and Mr C raised queries regarding the restrictions with TSB. Mr... (3 pages)View decision -
Decision Reference DRN-5786362
11 Sep 2025 Bspoke Underwriting Ltd Not upheldInsuranceDRN-5786362 The complaint Mr C complains about Bspoke Underwriting Ltd’s actions in connection with the renewal of his motor insurance policy. Mr C’s policy was branded under another insurance intermediary’s trading name. But Bspoke has acquired that business. And it’s responsible for r... (5 pages)View decision -
Decision Reference DRN-5790844
11 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5790844 The complaint Mr and Mrs J complain that Inter Partner Assistance SA (IPA) has turned down a cancellation claim they made on a travel insurance policy. As Mr J brought the complaint to us, for ease, I’ve referred mainly to him. What happened The background to this complaint ... (6 pages)View decision -
Decision Reference DRN-5811087
11 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5811087 The complaint Mrs C complains that Clydesdale Bank Plc trading as Virgin Money was responsible for a long delay in transferring her ISA to another provider. What happened In 2024 Mrs C contacted Virgin Money as she had wanted to close her late husband’s accounts. She says sh... (2 pages)View decision -
Decision Reference DRN-5586911
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5586911 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr H has previously been represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened Th... (3 pages)View decision -
Decision Reference DRN-5609670
11 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5609670 The complaint Mr A is unhappy with the way American Express Services Europe Limited trading as American Express (AESEL) dealt with a claim for money back for goods he bought using his credit card. What happened Mr A bought two gold bars and a gold coin in September 2024 fro... (5 pages)View decision -
Decision Reference DRN-5586905
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5586905 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr H has previously been represented by a third party. To keep things simple, I will refer to Mr H throughout my... (3 pages)View decision -
Decision Reference DRN-5737257
11 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5737257 The complaint Ms T complains that Nationwide Building Society didn’t pay her the £175 offered when she switched her account. What happened Ms T says that she didn’t understand the switching conditions for the payment due to her dyslexia. So, she didn’t realise that one condi... (2 pages)View decision -
Decision Reference DRN-5633970
11 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5633970 The complaint Mr P complains about Sainsbury's Bank Plc (SB) after they applied a fraud prevention marker. Mr P says this has caused a significant impact on his finances and continues to do so. What happened In 2018, a loan was taken out with SB in the name of a third p... (2 pages)View decision -
Decision Reference DRN-5811182
11 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5811182 The complaint Mr M complains about the service he received from The Royal Bank of Scotland (“RBS”) when it applied restrictions to his account following incoming payments resulting in him not having access to his funds. In particular, Mr M is unhappy that this was done witho... (4 pages)View decision
