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 354447 results
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Decision Reference DRN-5118702
16 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5118702 The complaint Miss R has complained National Westminster Bank plc didn’t give her the full £4,000 she was taking out of her account on 1 July 2024. What happened Miss R went to a NatWest branch on 1 July to transfer money between accounts and then withdraw £4,000. She asked ... (2 pages)View decision -
Decision Reference DRN-4999496
16 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4999496 The complaint Miss B complained because HSBC UK Bank Plc refused to refund her for two cash machine withdrawals she said she hadn’t authorised. What happened On 23 June 2024, Miss B rang HSBC. She said she wanted to cancel her card because she couldn’t find it, and she coul... (4 pages)View decision -
Decision Reference DRN-5119604
16 Dec 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5119604 The complaint Mr J and Mr K are unhappy with how Inter Partner Assistance SA (IPA) handled their travel insurance claim. What happened Mr J and Mr K took out a single trip travel insurance policy which started on 16 April 2024 and ended on 3 May 2024. IPA is the underwriter ... (3 pages)View decision -
Decision Reference DRN-5035742
16 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5035742 The complaint Ms A complains Revolut Ltd didn’t do enough to protect her when she fell victim to a safe- account scam. What happened Ms A received a call from a scammer impersonating her bank. She’s explained they spoofed her bank’s genuine number, so she followed their inst... (3 pages)View decision -
Decision Reference DRN-4793446
16 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4793446 The complaint Ms A complains National Westminster Bank Plc (“NatWest”) didn’t do enough to protect her when she fell victim to a safe-account scam. What happened Ms A received a call from a scammer impersonating NatWest. She’s explained they spoofed its genuine number, which... (2 pages)View decision -
Decision Reference DRN-4933644
16 Dec 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4933644 The complaint Mrs S complains Starling Bank Limited “Starling” refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mrs S s... (3 pages)View decision -
Decision Reference DRN-4918776
16 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4918776 The complaint Mr S has complained Tesco Personal Finance PLC, trading as Tesco Bank, won’t refund credit card transactions he didn’t make. What happened In November 2023 Mr S was overseas with work colleagues on a holiday paid for by work. They all went out for drinks in the... (3 pages)View decision -
Decision Reference DRN-5180690
16 Dec 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5180690 The complaint Mrs S complains about how Helvetia Global Solutions Ltd handled and settled a claim she made under a furniture protection policy for accidental damage to a sofa. What happened Mrs S purchased a leather sofa from a company, which I’ll refer to here as “S” on 22... (5 pages)View decision -
Decision Reference DRN-5012249
16 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5012249 The complaint Mrs G is unhappy with the way Legal and General Assurance Society Limited (L&G) handled a claim made on a life insurance policy (which included terminal illness cover) she jointly held with her husband, Mr G. What happened The details of this complaint are... (4 pages)View decision -
Decision Reference DRN-5117775
16 Dec 2024 Funding Circle Ltd Not upheldBanking and PaymentsDRN-5117775 The complaint Mr H complains about the way Funding Circle Limited (Funding Circle) dealt with the recovery of a business loan for which he gave a personal guarantee. What happened There’s little dispute between the parties about the core events in this case. As I understand ... (6 pages)View decision
