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 130193 results
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Decision Reference DRN-4955953
23 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4955953 The complaint Mr H complains TSB Bank plc (TSB) failed to correct an issue on his banking app. What happened Mr H says he holds a bank account with TSB and for the past 18 months he hasn’t been able to authenticate payments using his banking app. Mr H says after making a pay... (3 pages)View decision -
Decision Reference DRN-4845353
23 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4845353 The complaint Miss S complains about the service she received from Santander UK Plc (“Santander”) when she was trying to comply with its request for KYC information and documentation regarding her accounts with it. In particular she is unhappy Santander kept contacting her t... (4 pages)View decision -
Decision Reference DRN-4845332
23 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4845332 The complaint Mr M complains that Santander UK Plc (“Santander”) kept contacting him to provide information he’d previously provided. When trying to comply Mr M had trouble uploading the documents resulting in his account being blocked. Mr M doesn’t believe Santander has the... (4 pages)View decision -
Decision Reference DRN-4845395
23 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4845395 The complaint Mr M and Miss S complain that Santander UK Plc (“Santander”) kept contacting them to provide information they’d previously provided. When trying to comply Mr M and Miss S had trouble uploading the documents resulting in their accounts being blocked several time... (5 pages)View decision -
Decision Reference DRN-4798404
23 Sep 2024 Curve UK Limited UpheldBanking and PaymentsDRN-4798404 The complaint Mr B complains that Curve UK Limited charged him fees that could have been avoided had its communication been clearer. Mr B says Curve aren’t answering his questions or making it easy for him to avoid incurring charges in future. What happened Mr B said Curve ... (3 pages)View decision -
Decision Reference DRN-5036499
23 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5036499 The complaint Mr M complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charges (“OACs”) despite not receiving annual reviews. Mr M is being represented by a claims management company, however, for e... (5 pages)View decision -
Decision Reference DRN-4960260
23 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4960260 The complaint Mr B complains about the settlement amount paid by Admiral Insurance (Gibraltar) Limited following a claim he made on his car insurance policy. What happened In October 2023 Mr B’s car was stolen so he submitted a claim to Admiral. Admiral agreed to settle by ... (3 pages)View decision -
Decision Reference DRN-5036265
23 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5036265 The complaint Mr F has complained that Assurant General Insurance Limited declined a claim he made under his mobile phone insurance policy. My provisional decision I recently issued a provisional decision in which I said: I’ve considered all the available evidence and argu... (4 pages)View decision -
Decision Reference DRN-4886556
23 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4886556 The complaint Mr K is unhappy that Bank of Scotland plc (trading as Halifax) were unable to recover a payment he sent in error and with the level of customer service he received. What happened On 3 February 2024, Mr K made a faster payment using his online banking for £1,300... (3 pages)View decision -
Decision Reference DRN-5036239
23 Sep 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-5036239 The complaint Mr J complains that HSBC UK Bank Plc trading as first direct are not complying with Section 97A of the Consumer Credit Act 1974 which is impacting his ability to make sound financial decisions. What happened Mr J has a personal loan with First Direct. He says t... (5 pages)View decision