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 368546 results
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Decision Reference DRN-5565777
17 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5565777 The complaint D complains Royal & Sun Alliance Insurance Limited has unfairly declined their business insurance claim. RSA’s been represented for the claim at points. For simplicity I’ve generally referred to the representative’s actions as being RSA’s own. D is a limit... (4 pages)View decision -
Decision Reference DRN-5630256
17 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5630256 The complaint Ms C complains that Vanquis Bank Limited irresponsibly lent to her. Ms C is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms C herself. What happen... (4 pages)View decision -
Decision Reference DRN-5563430
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5563430 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out appropriate financial checks before it approved a credit card facility and several subsequent credit limit increases. What happened Mr B says he was approved for a credit card account by New... (5 pages)View decision -
Decision Reference DRN-5589100
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5589100 The complaint Ms P complains about the service she received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY when she wanted to make a cash withdrawal in branch. What happened Ms P went to a branch of NatWest and asked to withdraw the remaining balance in her account. ... (3 pages)View decision -
Decision Reference DRN-5623520
17 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5623520 The complaint Mrs J complains Red Sands Insurance Company (Europe) Limited has unfairly declined a claim she’s made on her pet insurance policy following treatment for her dog. What happened The background to this complaint is well known to the parties and has been documente... (4 pages)View decision -
Decision Reference DRN-5102391
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5102391 The complaint Mr A is unhappy Barclays Bank UK PLC (Barclays) blocked then closed his account without any reason or explanation and reported missed payments on his loan account to the credit reference agencies, which has affected his credit score. What happened The details ... (4 pages)View decision -
Decision Reference DRN-5609872
17 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609872 The complaint Ms C complains about HSBC UK Bank Plc’s (‘HSBC’s’) handling of an international transfer sent with the incorrect details. She thinks HSBC didn’t do enough to return the funds. What happened I issued a provisional decision on this complaint, inviting both partie... (5 pages)View decision -
Decision Reference DRN-5245276
17 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5245276 The complaint Mr I has complained about how Clydesdale Bank Plc dealt with his application to change his buy-to-let (“BTL”) mortgage account to a residential one and borrow extra funds. He’s also unhappy with the way things were handled. What happened Mr I held an existing ... (5 pages)View decision -
Decision Reference DRN-5146528
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5146528 The complaint Ms A has complained that her bank, National Westminster Bank Public Limited Company (NatWest), has refused to refund all the money she lost when she fell victim to a scam. What happened In February 2024 Ms A was contacted by scammers who said they were calling... (4 pages)View decision -
Decision Reference DRN-5610426
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5610426 The complaint Miss O has complained that Barclays Bank UK PLC (“Barclays”) has failed to cancel her Avios Rewards package since December 2022. What happened Miss O chose to add an Avios Rewards package to her Premier account in November 2022. In December 2022, Miss O asked t... (3 pages)View decision
