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 369227 results
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Decision Reference DRN-5272556
6 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5272556 The complaint Mr C complains about issues he experienced with his credit card and the service he received from Vanquis Bank Limited when he reported the issues. What happened Mr C holds a credit card account with Vanquis. On 26 August 2024 Mr C experienced issues with his c... (2 pages)View decision -
Decision Reference DRN-5220893
6 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5220893 The complaint Mr C is unhappy with Metro Bank PLC. Mr C found that his business, personal and club accounts had suddenly been blocked. This led to problems for him personally while on holiday. What happened Mr C said he received no prior notification about the sudden block.... (3 pages)View decision -
Decision Reference DRN-5010789
6 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5010789 The complaint Mr S complains that Phoenix Life Limited trading as Standard Life gave him incorrect information about his pension and took too long to respond to his concerns. What happened Mr S had a Self-Invested Personal Pension (SIPP) with Standard Life. He initially co... (4 pages)View decision -
Decision Reference DRN-5312199
6 Feb 2025 Coutts & Company UpheldInvestmentsDRN-5312199 The complaint Mr and Mrs L complain that Coutts & Company (“Coutts”) stopped moving their money into their ISAs after the 2019/20 tax year. They say they’ve lost out as a result of losing their opportunity to use their allowances in subsequent years. What happened Mr and... (6 pages)View decision -
Decision Reference DRN-4689385
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4689385 The complaint I a limited company complains Barclays Bank UK PLC closed its account without warning and provided poor service. I is represented by its director – Mr P. What happened I held a Euro account with Barclays. As the account had been inactive for over 18 months – ... (4 pages)View decision -
Decision Reference DRN-5314029
6 Feb 2025 Covea Insurance plc Not upheldInsuranceDRN-5314029 The complaint D, a limited company, complains about the way Covea Insurance plc has handled claims it made on its commercial property insurance policy. D is being represented in bringing this complaint by Mr M, one of its directors. I’ve referred to his comments and actions ... (3 pages)View decision -
Decision Reference DRN-4834594
6 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4834594 The complaint Mr G complains that Nationwide Building Society hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Mr G was contacted by an inve... (5 pages)View decision -
Decision Reference DRN-4597368
6 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4597368 The complaint Mr A has complained Santander UK Plc won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr A alleges he fell victim to... (4 pages)View decision -
Decision Reference DRN-5233186
6 Feb 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5233186 The complaint Miss D has complained that Assurant General Insurance Limited (Assurant) has declined a claim she made following the loss of a mobile phone. What happened Miss D has said that on 11 August 2024 she took possession of a new mobile phone which was given to her a... (3 pages)View decision -
Decision Reference DRN-5272081
6 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5272081 The complaint Ms J complains about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a contents claim under her home insurance policy for a lost chain. Lloyds use agents to administer the policy and to assess claims. References to Lloyds include these agents. W... (4 pages)View decision
