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 362195 results
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Decision Reference DRN-5144714
21 Nov 2024 Scottish Widows Schroder Personal Wealth (ACD) Limited Not upheldInvestmentsDRN-5144714 The complaint The estate of the late Mr T complains that Scottish Widows Schroder Personal Wealth (ACD) Limited, trading as Schroders Personal Wealth (ACD), wouldn’t act on its instruction to make a payment direct to HM Revenue and Customs (“HMRC”) to pay the estate’s inheri... (3 pages)View decision -
Decision Reference DRN-5147316
21 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5147316 The complaint Miss R complained about Barclays Bank UK PLC (Barclays) when she attempted to switch her bank account, and the service she received. What happened I set out the background and my provisional findings to the complaint in my provisional decision, and copied here.... (3 pages)View decision -
Decision Reference DRN-5162850
21 Nov 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5162850 The complaint Mr S complains about the way Advantage Insurance Company Limited (Advantage) handled his motor insurance claim. What happened Mr S was involved in a non-fault car accident in February 2023 when his parked and unattended car was hit by a third-party driver. He ... (3 pages)View decision -
Decision Reference DRN-4991631
21 Nov 2024 OneSavings Bank Plc Not upheldMortgagesDRN-4991631 The complaint Ms A’s complaint is that OneSavings Bank Plc trading as Kent Reliance (and referred to here as KR) has refused to remove her name from a mortgage account which is in the joint names of Ms A and her ex-husband, Mr B. Ms A is also unhappy that, rather than taking... (3 pages)View decision -
Decision Reference DRN-5086062
21 Nov 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5086062 The complaint Miss C complains Evolution Insurance Company Limited (Evolution) misdiagnosed issues with her boiler when she made a claim on her landlord boiler care insurance policy, causing unnecessary costs to herself. And that it unfairly cancelled her policy. Evolution ... (4 pages)View decision -
Decision Reference DRN-5159698
21 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5159698 The complaint Mrs D is unhappy with the service National Westminster Bank Plc provided when she transferred in her cash ISA. What happened Mrs D first completed a Cash ISA transfer request on 6 March 2024. There was a mismatch with her name initially and the transfer failed ... (3 pages)View decision -
Decision Reference DRN-5124406
21 Nov 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5124406 The complaint Mr and Mrs S have complained about their building warranty provider Accelerant Insurance Europe SA/NV UK Branch. They had problems with their roof and replaced it, but Accelerant wouldn’t accept their claim made under the defects and damage warranty. What happ... (3 pages)View decision -
Decision Reference DRN-5054733
21 Nov 2024 Equifax Limited UpheldConsumer CreditDRN-5054733 The complaint Mr C complains Equifax Limited are including relatives’ data on to his credit report. What happened Mr C checked his credit file in September 2023 and found his twin brother on his credit report. Mr C raised these issues with Equifax, but instead of resolving ... (2 pages)View decision -
Decision Reference DRN-5128679
21 Nov 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5128679 The complaint Miss R complains American Express Services Europe Limited (AESEL), “AmEx”, reduced the credit limit on her credit card without notice – and then their poor data administration and customer service led to the credit card being unfairly closed. What happened I i... (7 pages)View decision -
Decision Reference DRN-5123825
21 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5123825 The complaint Mr T and Mrs T complain about Clydesdale Bank Plc trading as Virgin Money (Virgin) in that they missed out on credit interest. As a resolution, Mr and Mrs T want Virgin to pay the interest owed. Mr & Mrs T are represented by a third party who I’ll refer to ... (2 pages)View decision
