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 360982 results
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Decision Reference DRN-4921140
5 Dec 2024 Elavon Financial Services Designated Activity Company Not upheldBanking and PaymentsDRN-4921140 The complaint A company I’ll call W complains that Elavon Financial Services Designated Activity Company (Elavon) closed its account, without notice. It says losing its ability to process payments caused inconvenience and meant it lost sales. W is represented by a director ... (2 pages)View decision -
Decision Reference DRN-5153978
5 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5153978 The complaint Ms C and Mr C complain that Accredited Insurance Europe Ltd aren’t making a fair offer for their patio doors and that they provided poor service. What happened Ms C and Mr C held a buildings insurance policy with Accredited which covered accidental damage. In... (3 pages)View decision -
Decision Reference DRN-5183116
5 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5183116 The complaint Mr E complains that Barclays Bank UK PLC, trading as Barclaycard (Barclaycard), misinterpreted his instructions and stopped a direct debit that needed paying. What happened I issued a provisional decision on this complaint last month. An extract from that provi... (3 pages)View decision -
Decision Reference DRN-5123685
5 Dec 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5123685 The complaint Ms F and Mr M complain that The Mortgage Works (UK) Plc didn’t fairly handle an application to remove Mr M from their jointly held buy to let mortgage. What happened Ms F and Mr M, who are brother and sister, jointly held a buy to let mortgage with TMW. Mr M de... (6 pages)View decision -
Decision Reference DRN-5190037
5 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5190037 The complaint Mr H has complained about a transfer of his Phoenix Life Limited (“Phoenix”) personal pension to a small self-administered scheme (“SSAS”) in June 2014. Mr H’s SSAS was subsequently used to invest in The Resort Group – fractional hotel room ownership in Cape Ve... (9 pages)View decision -
Decision Reference DRN-5160453
5 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5160453 The complaint A limited company, which I’ll refer to as P, complains that National Westminster Bank Plc refused to accept payment to clear the arrears on one of its loans and has unfairly demanded repayment in full. P is represented by its director, Mr I. What happened P has... (4 pages)View decision -
Decision Reference DRN-4796894
5 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4796894 The complaint Mr K brings this complaint on behalf of a limited company Z. He’s unhappy that Barclays Bank UK Plc made the decision to close Z’s bank account and terminate a loan agreement. What happened In November 2022 Barclays contacted Z and gave it 60 days’ notice of i... (3 pages)View decision -
Decision Reference DRN-5104132
5 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5104132 The complaint Mr K complains that Lloyds Bank PLC closed his account without good reason and without giving him notice that it was doing so. What happened In March 2024 Mr K found that he was unable to make a card payment. When he tried to check his account, he was unable to... (2 pages)View decision -
Decision Reference DRN-5000844
5 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5000844 The complaint Mr A’s complaint is about the service provided under his central heating and kitchen appliance insurance policy with British Gas Insurance Limited. What happened Mr A held a policy with British Gas which covered his boiler and central heating system, as well a... (7 pages)View decision -
Decision Reference DRN-5190032
5 Dec 2024 NRAM Limited Not upheldMortgagesDRN-5190032 The complaint Ms B complains about NRAM Limited’s administration of a mortgage and unsecured loan which were settled in 2013. She’s unhappy that NRAM sold the settled debt and her personal data to another lender which then asked her for payment, that it hasn’t paid an intere... (3 pages)View decision
