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 355536 results
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Decision Reference DRN-4414484
30 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4414484 The complaint X and Mr W complain HSBC Bank PLC (“HSBC”) refuse to refund them for transactions on their account they say they didn’t make. What happened X and Mr W’s complaint is about four disputed transactions on Mr W’s debit card, and one disputed transaction on Mr W’s c... (2 pages)View decision -
Decision Reference DRN-4891900
30 Aug 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4891900 The complaint Mr S complains about Accredited Insurance (Europe) Ltd (“AIL”) and the pre-accident valuation (“PAV”) payment he received for his car after he made a claim on his motor insurance policy following its theft. What happened The claim and complaint circumstances ar... (3 pages)View decision -
Decision Reference DRN-4808946
30 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4808946 The complaint Miss D is unhappy with several aspects of the service that she’s received from National Westminster Bank Plc (“NatWest”) Summary of Miss D’s NatWest accounts up until December 2022 Miss D is a long-time account holder with NatWest on both a personal and profess... (5 pages)View decision -
Decision Reference DRN-4964348
30 Aug 2024 Think Money Limited Not upheldBanking and PaymentsDRN-4964348 The complaint Mr C has complained that Think Money Limited (“Think Money”) mis-sold him a fee-paying Current Account Plus in July 2012. Mr C says that the account was mis-sold as Think Money failed to make it clear to him that cheaper account options were available to him. M... (2 pages)View decision -
Decision Reference DRN-4465787
30 Aug 2024 Talbot and Muir Ltd Not upheldPensions and AnnuitiesDRN-4465787 The complaint Mr M complains that Talbot and Muir Ltd (Talbot and Muir) failed to carry out sufficient checks before authorising a payment of £40,000 to leave a bank account connected to his self-invested personal pension (SIPP). What happened Mr M holds a Talbot and Muir SI... (5 pages)View decision -
Decision Reference DRN-4993187
30 Aug 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4993187 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-4923432
30 Aug 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4923432 The complaint Mr and Mrs R have complained that Advantage Insurance Company Limited (‘Advantage’) declined their claim for damage following water leaks under their home insurance policy. For the avoidance of doubt, the term ’Advantage’ includes its agents and represntatives ... (4 pages)View decision -
Decision Reference DRN-4917280
30 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4917280 The complaint Mrs B complains Nationwide Building Society (“Nationwide”) refuses to refund her for a transaction on her account she says she didn’t authorise. She also complains of poor customer service and delays in Nationwide’s handing of her complaint. What happened Mrs B... (3 pages)View decision -
Decision Reference DRN-4993193
30 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4993193 The complaint Mrs W is unhappy with Bank of Scotland plc, trading as Halifax (Halifax). She says that due to her personal and financial circumstances Halifax needed to do more to help her with her credit card. Mrs W is also unhappy with how Halifax dealt with a Subject Acce... (8 pages)View decision -
Decision Reference DRN-4986314
30 Aug 2024 Armstrong Watson Financial Planning Limited UpheldInvestmentsDRN-4986314 The complaint Miss B complains about Armstrong Watson Financial Planning Limited (‘Armstrong Watson’). She says that some withdrawals were made from an investment without her authorisation. This was a joint investment, and the other policyholder made the withdrawals without ... (4 pages)View decision
