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 360264 results
-
Decision Reference DRN-4621008
19 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4621008 The complaint Mrs W and Mr T complain that Santander UK Plc closed their joint bank account without providing an explanation. They are also unhappy with the level of service and communication provided by Santander. What happened The detailed background of this complaint is well... (4 pages)View decision -
Decision Reference DRN-4699305
19 Apr 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4699305 The complaint Mr D complains about the actions of The Royal Bank of Scotland Plc (RBS) when he lost money to a scam. Mr D is being represented by a claims management company but for ease of reading I’ll only refer to Mr D in the decision. What happened The detailed background t... (4 pages)View decision -
Decision Reference DRN-4609058
19 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4609058 The complaint Miss Z complains about how Barclays Bank UK PLC handled a claim she made to it. What happened The parties are familiar with the background details of this case – so I will simply summarise these here briefly. It reflects my informal remit. Miss Z is unhappy with d... (3 pages)View decision -
Decision Reference DRN-4647254
19 Apr 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4647254 The complaint Mr K the policyholder, and his son also Mr K, the named driver, have complained that AXA Insurance UK Plc failed to deal with the other driver’s claim against Mr K’s motor policy following an accident in which the named driver was involved. This resulted in a Coun... (2 pages)View decision -
Decision Reference DRN-4544615
19 Apr 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4544615 The complaint Mr L complains that National Westminster Bank Plc (“NatWest”) lent to him irresponsibly when it gave him a loan that he says he couldn’t afford. What happened Mr L took out an unsecured loan for £11,000 with NatWest in May 2022. The loan was repayable over 99 mont... (3 pages)View decision -
Decision Reference DRN-4695331
19 Apr 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4695331 The complaint Mrs E complains about how AXA Insurance UK Plc (“AXA”) decided liability and handled a claim under her motor insurance policy. What happened Mrs E had a motor insurance policy with AXA. In April 2023 she was involved in a low-speed collision with a third-party ve... (3 pages)View decision -
Decision Reference DRN-3982946
19 Apr 2024 Barclays Bank UK PLC Not upheldInvestmentsDRN-3982946 The complaint Mr B complained about Barclays Bank UK PLC. He said he tried to obtain statements in relation to a spread betting account but found obtaining these from Barclays difficult. He said he would like compensation from Barclays for the distress and inconvenience it has ... (3 pages)View decision -
Decision Reference DRN-4749818
19 Apr 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4749818 The complaint Mr L complains Vanquis Bank Limited (“Vanquis”) has failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to dental treatment he had carried out abroad. What happened I issued a provisional decision on Mr L’s comp... (12 pages)View decision -
Decision Reference DRN-4714201
19 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4714201 The complaint Mr N complains American Express Services Europe Limited (AESEL) have discriminated against him, on the grounds of disability, when they declined his application for a credit card. What happened In late March 2023, Mr N completed AESEL’s eligibility checker for a c... (4 pages)View decision -
Decision Reference DRN-4743997
19 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4743997 The complaint Mr P complains about how HSBC UK Bank Plc handled a payment dispute he brought to it. What happened The parties are familiar with the background facts of this case so I will summarise these briefly. It reflects my informal remit. Mr P bought an item from a retaile... (4 pages)View decision
