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 125299 results
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Decision Reference DRN-4664161
16 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4664161 The complaint S, a limited company, complains that TSB Bank plc failed to close its account when requested. S has been represented in this complaint by its director, Mr B. What happened In mid-October 2022 Mr B wrote to TSB to say he was dissatisfied with its handling of S’s ac... (3 pages)View decision -
Decision Reference DRN-4774263
16 May 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4774263 The complaint Miss C’s complaint is about a claim she made on her Helvetia Global Solutions Ltd (‘Helvetica’) mobile phone insurance policy. Miss C says Helvetica treated her unfairly. All references to Helvetica include their claims handlers. What happened Miss C made a claim ... (3 pages)View decision -
Decision Reference DRN-4782835
16 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4782835 The complaint Ms S is unhappy with the service she received from Aviva Insurance Limited when she claimed on her private medical insurance policy. What happened Ms S made a claim on her private medical insurance policy. She is unhappy because she says Aviva has wrongfully withh... (2 pages)View decision -
Decision Reference DRN-4800195
16 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4800195 The complaint Mr P complains that Lloyds Bank PLC is wrongly holding him responsible for repayment of a Bounce Back Loan (BBL). What happened A partnership, which I’ll call E, banked with Lloyds. In June 2020, Lloyds received an online application for a £32,000 BBL for E. On th... (3 pages)View decision -
Decision Reference DRN-4461276
16 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4461276 The complaint Mr K complains that Barclays Bank UK Plc closed his accounts without notice and without good reason. His account showed that he was overdrawn by £500,000, and he believes this resulted in a loan being declined. He also believes that the bank’s actions meant that h... (2 pages)View decision -
Decision Reference DRN-4801706
16 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4801706 The complaint Mr S complains about the actions of Aviva Insurance Limited after he made claims under his home emergency policy. He says Aviva is responsible for causing damage to his drains. He’s also unhappy with the customer service he’s received from it. Aviva is the underwr... (7 pages)View decision -
Decision Reference DRN-4799708
16 May 2024 Allium Money Limited UpheldConsumer CreditDRN-4799708 The complaint Mr W has complained about an installation for windows and doors he paid for using a fixed sum loan agreement with Allium Money Ltd (“Allium”). What happened In November 2022 Mr W entered into a contract for the supply and fit of windows and doors. The installation... (6 pages)View decision -
Decision Reference DRN-4714871
16 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4714871 The complaint Mr M has complained about the delays he experienced trying to transfer money after he’d switched his current account to Barclays Bank UK PLC. What happened On 2 November Mr M opened a new account with Barclays, having used the current account switching service. On... (4 pages)View decision -
Decision Reference DRN-4601739
16 May 2024 Cowgills Wealth Limited UpheldPensions and AnnuitiesDRN-4601739 The complaint Mr T complains that Cowgills Wealth Limited (Cowgills) failed to provide him with his annual review in February 2021 and February 2022. He thinks this led to the underperformance of his pension investments and a financial loss. What happened Mr T said he met with ... (8 pages)View decision -
Decision Reference DRN-4801491
16 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4801491 The complaint Mr I complains about how he was treated in a branch of National Westminster Bank Plc during an interaction with a member of staff. What happened In August 2023, Mr I attended a branch of NatWest to sort out a direct debit problem. He spoke to a deputy manager who ... (3 pages)View decision
