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 352408 results
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Decision Reference DRN-4638813
7 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4638813 The complaint Mr K complains that AXA Insurance UK Plc trading as Moja (AXA) unfairly avoided his motor insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr K took out a motor insurance policy with AXA through an on-line price comp... (3 pages)View decision -
Decision Reference DRN-4620053
7 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4620053 The complaint Mr S has complained about the actions of National Westminster Bank Plc (‘NatWest’) when it blocked certain payments being made from his current account. What happened In May 2023 Mr S attempted to make an online payment from his account for £315. NatWest has said ... (4 pages)View decision -
Decision Reference DRN-4637849
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4637849 The complaint Miss R and Mr R complain that Nationwide Building Society didn’t reimburse them after they fell victim to a fraud. As Miss R is the principal complainant here, for ease I will refer to her throughout my decision. What happened As both parties are familiar with the... (5 pages)View decision -
Decision Reference DRN-4668745
7 Mar 2024 HDI Global Specialty SE UpheldInsuranceDRN-4668745 The complaint Mrs M’s complaint is about a claim she made on her HDI Global Specialty SE (‘HDI’) pet insurance policy, which HDI declined to cover. Mrs M says HDI treated her unfairly and wants them to cover her claim. She’s also unhappy with the delays HDI caused in dealing wi... (3 pages)View decision -
Decision Reference DRN-4416587
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4416587 The complaint Mr C complains that Nationwide Building Society won’t refund a payment he made using his credit card. What happened In February 2023, Mr C paid for a one night stay at a hotel. He paid £734.93 for the stay using his Nationwide credit card. In March 2023, Mr C appr... (3 pages)View decision -
Decision Reference DRN-4621347
7 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4621347 The complaint Mr B and Ms F are unhappy that HSBC UK Bank Plc won’t reimburse them for the money they lost when they fell victim to a scam. What happened Mr B and Ms F fell victim to a safe account scam. After their details were compromised via a phishing text, they were contac... (4 pages)View decision -
Decision Reference DRN-4623098
7 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4623098 The complaint Mr B is unhappy that Starling Bank Limited won’t reimburse him after he fell victim to a scam. What happened In June 2023, Mr B received a text message claiming to be from Starling, this message asked him to confirm if he had attempted to make a payment to an onli... (4 pages)View decision -
Decision Reference DRN-4668047
7 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4668047 The complaint Mr K complains that Santander UK Plc failed to credit him with the correct amount of interest on his savings account. What happened In early September 2023, Mr K opened a savings account with Santander. He opted to have interest paid on a monthly basis. The intere... (2 pages)View decision -
Decision Reference DRN-4502774
7 Mar 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4502774 The complaint Ms C complains that Bank of Ireland (UK) Plc (“BOI”) didn’t notify her that her AA Personal Loan account had defaulted. What happened Ms C held a personal loan with BOI. In 2022 the account fell into arrears. BOI sent regulatory letters to Ms C about the arrears w... (3 pages)View decision -
Decision Reference DRN-4615154
7 Mar 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4615154 The complaint Mr K complains that Harvey & Thompson Limited (H&T) was irresponsible in its lending to him. Mr K is represented by a third party but for ease of reference I have referred to Mr K throughout this decision. What happened Mr K was provided with three loans b... (3 pages)View decision
