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 367296 results
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Decision Reference DRN-5334374
29 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5334374 The complaint Mr B has complained that Bank of Scotland plc trading as Halifax failed to monitor his account usage and identify was over reliant on his overdraft. What happened On 7 December 2018 Halifax agreed a £250 overdraft limit. Between this point and early April 2019 ... (2 pages)View decision -
Decision Reference DRN-5327661
29 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5327661 The complaint Mr M and the estate of Mrs M complain that Aviva Insurance Limited has turned down a cancellation claim made on a travel insurance policy. What happened Mr and Mrs M held travel insurance as a benefit of a packaged bank account. They were due to go abroad on 26... (3 pages)View decision -
Decision Reference DRN-4948726
29 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4948726 The complaint Mrs S complains that Santander UK Plc won’t refund the money she says she’s lost to a fraudulent company. What happened Between 30 March and 3 April 2024, Mrs S deposited a total of £13,200 into a gambling account she’d created with a company I’ll refer to as ‘... (2 pages)View decision -
Decision Reference DRN-5067924
29 May 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5067924 The complaint Mr R complains that Barclays Bank UK PLC hasn’t provided him with documents he asked it for in connection with his mortgage, it hasn’t replied to all his correspondence, and it took legal action but its representatives failed to attend the court hearing. What ... (4 pages)View decision -
Decision Reference DRN-5590230
29 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5590230 The complaint Mr H complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr H h... (4 pages)View decision -
Decision Reference DRN-5263873
29 May 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5263873 The complaint Ms C complains that HSBC UK Bank Plc gave her misleading information which led to delays in the transfer of her ISA to other providers. She wants HSBC to pay her the interest she says she’s lost as a result of the delay, and compensation for the distress and in... (2 pages)View decision -
Decision Reference DRN-5093818
29 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5093818 The complaint Miss N is unhappy that National Westminster Bank Public Limited Company (“NatWest”) won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Miss N ha... (4 pages)View decision -
Decision Reference DRN-5490345
29 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5490345 The complaint Mr M, who is represented, complains that HSBC UK Bank Plc didn’t reimburse him money he lost after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In June 2023,... (6 pages)View decision -
Decision Reference DRN-5372318
29 May 2025 Topaz Finance Limited Not upheldMortgagesDRN-5372318 The complaint Mr Z’s complaint is about a buy-to-let (BTL) mortgage he used to hold with Topaz Finance Limited trading as Rosinca Mortgages. Mr Z says that on redemption of the mortgage Topaz charged him an additional amount of £653.81 which he believes it was not entitled ... (2 pages)View decision -
Decision Reference DRN-5537540
29 May 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5537540 The complaint Miss H complains that when she applied to National Savings and Investments (NS & I) to open a Guaranteed Growth Bond (GGB), the application was cancelled. It was only reinstated when she paid back an overpayment of interest. She further complains that it ha... (3 pages)View decision
