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 362716 results
-
Decision Reference DRN-5097216
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5097216 The complaint Mr Y complains Metro Bank PLC registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr Y held an account with Metro. On 11 February 2022 ... (3 pages)View decision -
Decision Reference DRN-5142778
2 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5142778 The complaint Mr O complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr O’s boiler was declared beyond economical repair. Aviva then quoted £2,748 for a replacem... (3 pages)View decision -
Decision Reference DRN-5184161
2 Dec 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5184161 The complaint Mrs F has complained to us about a credit agreement with Mitsubishi HC Capital UK Plc (previously known as Hitachi Capital UK Plc), trading as Novuna Personal Finance (“Novuna”). What happened In September 2017 Mrs F entered into a hire agreement for a car. Th... (5 pages)View decision -
Decision Reference DRN-5168252
2 Dec 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5168252 The complaint Mr G complains about the lack of an advisory service from St. James's Place Wealth Management Plc (“SJPWM”) since 2018, regarding his ISA and drawdown plan. What happened In 2015 Mr G received advice from an SJPWM adviser, who I’ll call Mr S, and opened an... (10 pages)View decision -
Decision Reference DRN-5130142
2 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5130142 The complaint Ms C complains because Legal and General Assurance Society Limited (‘L&G’) hasn’t paid her income protection insurance claim. What happened Ms C was insured under a group income protection insurance policy held by her former employer with L&G. After bei... (4 pages)View decision -
Decision Reference DRN-5020360
2 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5020360 The complaint Mrs S on behalf of the estate of Mr S complained that Legal and General Assurance Society Limited avoided her late husband’s policy and refused to pay a claim on his life assurance policy. What happened The late Mr S took out a life assurance policy with L&... (4 pages)View decision -
Decision Reference DRN-5170982
2 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5170982 The complaint Mr L is unhappy that The Royal Bank of Scotland Plc (“RBS”) refused his instruction to transfer money to his brother’s account following a previous successful transfer. What happened I issued my provisional decision on this complaint, inviting both parties to l... (3 pages)View decision -
Decision Reference DRN-5155320
2 Dec 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5155320 The complaint Mr H complains that Hastings Insurance Services Limited (Hastings) didn’t inform him about a change in the terms of his motor insurance policy. What happened Mr H holds a motor insurance policy administered by Hastings. When he changed his vehicle, he alerted H... (2 pages)View decision -
Decision Reference DRN-5175140
2 Dec 2024 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5175140 The complaint Mr H complains he was misled into transferring a stocks and shares ISA from a previous provider to Interactive Brokers (U.K.) Limited (IBUK). He says that its website suggests corporate bonds could be traded in its ISA, but he later found this was incorrect. Wh... (3 pages)View decision -
Decision Reference DRN-4998940
2 Dec 2024 National Westminster Bank Plc UpheldMortgagesDRN-4998940 The complaint Mr S complains that National Westminster Bank Plc (NatWest): Overcharged him interest on his mortgage account outside of the promises given in marketing and letters to customers of the account. Inappropriately put his account on a reducing facility via its... (7 pages)View decision
