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-5342181
19 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5342181 The complaint Mr W brings this complaint on behalf of A, a limited company. Mr W is a director for A. A complains National Westminster Bank Plc unfairly blocked its business account, causing it financial loss, as well as personal losses to Mr W and others. What happened What... (3 pages)View decision -
Decision Reference DRN-5303213
19 Feb 2025 First Data Europe Limited Not upheldBanking and PaymentsDRN-5303213 The complaint A company, which I’ll refer to as N, complains that First Data Europe Limited failed to cancel its merchant account in August 2021. What happened N had a merchant services agreement with First Data Europe Limited (trading as Clover Merchant Services) in order t... (2 pages)View decision -
Decision Reference DRN-5146482
19 Feb 2025 Unum Ltd Not upheldInsuranceDRN-5146482 The complaint Mr C complains that Unum Ltd had unfairly turned down his income protection claim. What happened Mr C is covered under his employer’s group income protection scheme, which provides an income if he is unable to work due to illness or injury. The scheme has a de... (4 pages)View decision -
Decision Reference DRN-5268666
19 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5268666 The complaint Ms J complains Santander UK Plc changed her student account to an Edge Graduate current account when it shouldn’t have. What happened Ms J complains Santander shouldn’t have transitioned her student account to a graduate account in July 2023 as she didn’t gradu... (3 pages)View decision -
Decision Reference DRN-5278527
19 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5278527 The complaint Mr D complains about Admiral Insurance (Gibraltar) Limited and the amount they paid him following a theft claim under his motor insurance policy. What happened Mr D’s contacted Admiral to make a claim under his motor insurance policy when his car ... (3 pages)View decision -
Decision Reference DRN-5306470
19 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5306470 The complaint Mr M complains that Vanquis Bank Limited reduced the limit on his credit card. What happened Mr M holds a credit card with Vanquis. On 16 March 2024 Mr M contacted Vanquis and said he had seen a video about the importance of taking incremental steps to manage d... (2 pages)View decision -
Decision Reference DRN-5283827
19 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5283827 The complaint Mr A complains about the quality of a car supplied to him by MotoNovo Finance Limited (“MotoNovo”). What happened Mr A acquired a used car under a 61 month hire purchase agreement with MotoNovo in November 2023. The car was around seven years old and the cash p... (6 pages)View decision -
Decision Reference DRN-5340574
19 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5340574 The complaint Ms L complains that Bank of Scotland plc trading as Halifax charged interest incorrectly on her credit card account. What happened Ms L says, following a conversation with Halifax in May 2023 about clearing the purchase balance to ... (3 pages)View decision -
Decision Reference DRN-5254102
19 Feb 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5254102 The complaint Mr S is unhappy with what Amtrust Europe Limited did after he made a claim on his legal expenses insurance policy. What happened In June 2024 Mr S contacted Amtrust seeking funding for a claim he wanted to bring as his property had been damaged by a contractor.... (2 pages)View decision -
Decision Reference DRN-5311833
19 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5311833 The complaint Miss W’s complaint concerns unfair bank charges levied by Lloyds on her overdraft. She also complains that she paid in £250 over the counter in 1999, but it was never credited to her account. What happened Miss W had a current account with Lloyds since the 1990... (4 pages)View decision
