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 370904 results
-
Decision Reference DRN-4912284
20 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4912284 The complaint Mr M complains that The Royal Bank of Scotland Plc (‘RBS’) won’t refund payments he made after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I unders... (3 pages)View decision -
Decision Reference DRN-5368207
20 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5368207 The complaint Miss W complains that Vanquis Bank Limited irresponsibly lent to her. Miss W 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 Miss W herself. What ... (2 pages)View decision -
Decision Reference DRN-5351487
20 Mar 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5351487 The complaint Mr R complains that One Savings Bank Plc trading as Kent Reliance did not treat him fairly when he experienced some financial difficulty. What happened Mr R has a mortgage with Kent Reliance. The mortgage fell into arrears. But Mr R considers that Kent Reliance... (4 pages)View decision -
Decision Reference DRN-5350459
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5350459 The complaint Mr W complains that National Westminster Bank Plc (“NatWest”) has a payment limit when using a debit card to pay a credit card which it won’t disclose. What happened Mr W attempted to pay his credit card bill though its app using his NatWest debit card but this... (2 pages)View decision -
Decision Reference DRN-5328762
20 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5328762 The complaint Mr G complains about Aviva Insurance Limited’s handling of a claim under his travel insurance policy. What happened Mr G held a travel insurance policy through his bank account. The insurer was Aviva. He booked a trip abroad on 1 July 2024, and he was due to t... (3 pages)View decision -
Decision Reference DRN-5412532
20 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5412532 The complaint Mrs K complains Santander UK Plc have acted unfairly by not refunding the amount she paid to a company to release her from her timeshare. What happened Over several years, Mrs K and her husband have made a number of attempts to be released from a timeshare Mrs... (4 pages)View decision -
Decision Reference DRN-5349124
20 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5349124 The complaint Mr G complains that NewDay Ltd irresponsibly lent to him. Mr G 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 G himself. What happen... (2 pages)View decision -
Decision Reference DRN-5218785
20 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5218785 The complaint Miss M complains that Wise Payments Limited closed her account. What happened Miss M had an account with Wise which she opened in April 2020. In October 2024, Wise decided to close Miss M’s account. It said this was because it thought she hadn’t followed its ac... (2 pages)View decision -
Decision Reference DRN-5363640
20 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5363640 The complaint F a limited company complains Zempler Bank Limited unfairly restricted and closed its accounts. F is represented by Mr M, a director. What happened F held a business account with Zempler, which was flagged and restricted on 6 November 2024. This meant no tran... (3 pages)View decision -
Decision Reference DRN-5277540
20 Mar 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5277540 The complaint Mr L complains Adrian Flux Insurance Group Services mis-sold him a motorbike insurance policy. What happened In August 2022 Adrian Flux sold Mr L a three-month motorbike insurance policy - provided by an insurer I’ll call ‘Insurer A’. The bike was registered i... (7 pages)View decision
