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 128312 results
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Decision Reference DRN-4850840
21 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4850840 The complaint Mr G is unhappy about Santander UK Plc’s handling of his bank account switch. Mr G had to spend a lot of time sorting out issues with his direct debits as Santander didn’t set them up. What happened Mr G used the switch service to move his account to Santander... (3 pages)View decision -
Decision Reference DRN-4887854
21 Aug 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4887854 The complaint Mrs D and Mrs E have complained about Accredited Insurance (Europe) Ltd’s handling of an escape of water claim made under their buildings insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again ... (2 pages)View decision -
Decision Reference DRN-4794547
21 Aug 2024 Barclays Bank Plc UpheldInvestmentsDRN-4794547 The complaint Mr B complains that despite Barclays Bank Plc providing him with a pin and/or passcode to access his smart online investor account and telephone banking facility, he has still not been able to access his account. Mr B says that because of this he has not been ... (5 pages)View decision -
Decision Reference DRN-4958477
21 Aug 2024 London Community Credit Union Limited UpheldConsumer CreditDRN-4958477 The complaint Ms K complains that London Community Credit Union Limited (“LCCU”) continued to pursue her for a debt which was included in her Debt Relief Order. What happened Ms K held a loan with LCCU. In May 2022 she applied for a Debt Relief Order (DRO). Her application w... (2 pages)View decision -
Decision Reference DRN-4979478
21 Aug 2024 ONMO Limited UpheldBanking and PaymentsDRN-4979478 The complaint Mr D is unhappy the service he received from ONMO Limited surrounding his wanting to close his account with them. What happened On 5 December 2023, Mr D wanted to close his ONMO account. He went online to close his account but found that, if he wanted to do so... (2 pages)View decision -
Decision Reference DRN-4951026
21 Aug 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4951026 The complaint Mr H complains that Sainsbury’s Bank Plc lent irresponsibly when it approved two loan applications he made. What happened In January 2019 Mr H applied for a loan of £7,000 with Sainsbury’s Bank. Mr H said he was self employed and that his income was £31,200 wh... (3 pages)View decision -
Decision Reference DRN-4978090
21 Aug 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4978090 The complaint Mr H complains that The Royal Bank of Scotland Plc cancelled his debit card, leaving him without access to his money. What happened Mr H had an account with RBS (trading as “The One account”). In January 2023 RBS wrote to Mr H to say that it would be closing hi... (2 pages)View decision -
Decision Reference DRN-4798389
21 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4798389 The complaint Miss E complains that Nationwide Building Society (“Nationwide”) failed to refund transactions she didn’t recognise. What happened Miss E explained that she was alerted by Nationwide about possible fraud on her account after they identified a suspicious transac... (3 pages)View decision -
Decision Reference DRN-4800259
21 Aug 2024 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-4800259 The complaint Mr H complains that Embark Investment Services Limited (Embark) is unable to sell a share held in his account and has failed to provide adequate explanations or updates. Resulting in ongoing administration fees being charged by his Self-Invested Personal Pensio... (3 pages)View decision -
Decision Reference DRN-4952048
21 Aug 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4952048 The complaint Mr D complains, in summary, that Quilter Financial Services Ltd failed to provide appropriate advice about his pension contributions. This resulted in him overpaying into his pension and incurring a tax charge. What happened I issued my provisional decision on ... (8 pages)View decision