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 125400 results
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Decision Reference DRN-4730409
24 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4730409 The complaint Mr and Mrs U are unhappy with how Vitality Health Limited (Vitality) has dealt with Mrs U’s claim on their private medical insurance policy. Mrs U is the lead complainant so I will refer mainly to Mrs U in this decision although both Mr and Mrs U are joined on the... (3 pages)View decision -
Decision Reference DRN-4755171
24 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4755171 The complaint Mr M complains Nationwide Building Society won’t give him access to the money in his account and won’t let him take out more than £100 a week. What happened Mr M opened an account with Nationwide in July 2023 – it has a substantial balance. In December 2023 Mr M c... (2 pages)View decision -
Decision Reference DRN-4761883
24 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4761883 The complaint Mr C is unhappy that Santander UK Plc placed restrictions on his account and with the service he received surrounding this. What happened Mr C tried to make a large transfer from his account. However, the transfer was flagged by Santander for further checks and re... (3 pages)View decision -
Decision Reference DRN-4702908
24 Apr 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4702908 The complaint Miss P complains that JP Morgan Europe Limited trading as Chase failed to close or freeze her account when she requested it. She has an addiction and as a result spent large sums of money on gambling. What happened In August 2022, Miss P complained to Chase that d... (5 pages)View decision -
Decision Reference DRN-4714336
24 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4714336 The complaint Miss N complains that Lloyds Bank PLC (“Lloyds”) removed her overdraft facility in error, causing her detriment. What happened Miss N holds a current account with Lloyds, which has an agreed overdraft limit of £2,000. Last year, she called Lloyds to discuss her fi... (4 pages)View decision -
Decision Reference DRN-4552218
24 Apr 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4552218 The complaint Mr D complains that his credit score has been impacted as a result of a late payment marker recorded by American Express Services Europe Limited (“AESEL”). What happened Mr D holds a Vitality American Express Credit Card. In April 2023 Mr D was a victim of fraud. ... (3 pages)View decision -
Decision Reference DRN-4691904
24 Apr 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4691904 The complaint Miss R complains about how her insurer, Chaucer Insurance Company Delegated Activity Company (Chaucer), dealt with a claim for damage to Miss R’s stock while being held in a facility operated by a storage firm (M). Chaucer use agents to administer the policy and t... (5 pages)View decision -
Decision Reference DRN-4761513
24 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4761513 The complaint Miss M has private medical insurance cover with Vitality Health Limited. She complains that Vitality made an error recording her activity points, and that this affected her credit card cashback. What happened Miss M has private medical insurance cover with Vitalit... (4 pages)View decision -
Decision Reference DRN-4741505
24 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4741505 The complaint Mr S complains about the consequences he suffered as a result of TSB Bank plc (TSB) declining two cheques that he issued. What happened In January 2023, Mr S wanted to open an executor account to enable him to look after and distribute the proceeds of his late fat... (4 pages)View decision -
Decision Reference DRN-4757734
24 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4757734 The complaint Mr F complains National Westminster Bank Plc (“NatWest”) won’t refund him for transactions he didn’t authorise and is unfairly holding him liable. He also complains NatWest should remove any adverse information its applied to his credit file, and that a member of ... (12 pages)View decision
