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-4877645
28 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4877645 The complaint Mr C is unhappy that Monzo Bank Ltd won’t refund the money he lost after he fell victim to a vehicle purchase scam. What happened Mr C saw a car advertised online. He contacted the seller, who he believed to be a car dealership, and was sent further details about ... (5 pages)View decision -
Decision Reference DRN-4713016
28 Jun 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4713016 The complaint Mrs D complains that National Savings and Investments (NS&I) hasn’t been able to locate the money from a bond and certificate which she has provided evidence of. What happened Mrs D found a ‘Capital Bonds Customer’s Receipt’ from June 1989 which showed that £1... (2 pages)View decision -
Decision Reference DRN-4680171
28 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4680171 The complaint Mr D complains that National Westminster Bank Plc blocked and then closed his account. He complains too about the way it handled the closure. What happened In January 2023 Mr D received a payment of £325 into his account with NatWest. In October 2023 the payment w... (2 pages)View decision -
Decision Reference DRN-4764337
28 Jun 2024 Nationwide Building Society UpheldConsumer CreditDRN-4764337 The complaint Miss E complains that Nationwide Building Society agreed a payment plan with her and advised her that this wouldn’t impact her credit file. Despite this she received arrears letters and her credit file was impacted. What happened Miss E has a personal loan with Na... (3 pages)View decision -
Decision Reference DRN-4793898
28 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4793898 The complaint Mr and Mrs H have complained about the way that Advantage Insurance Company Limited dealt with a flood claim on their home insurance policy. All references to Advantage in this decision include its agents. What happened On 10 May 2023 Mr and Mrs H made a claim to ... (2 pages)View decision -
Decision Reference DRN-4768975
28 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4768975 The complaint Mr H is unhappy with what happened to his account after National Westminster Bank Plc (NatWest) blocked a payment. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: N... (2 pages)View decision -
Decision Reference DRN-4777710
28 Jun 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4777710 The complaint Ms G complains that advice given by Quilter Financial Planning Solutions Limited to switch her personal pensions to a self-invested personal pension (“SIPP”) wasn’t in her best interests and has caused a financial loss. What happened In late 2011 Ms G was 44 and e... (8 pages)View decision -
Decision Reference DRN-4879233
28 Jun 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4879233 The complaint Mr H complains that Haven Insurance Company Limited declined his claim and cancelled his motor insurance policy from the outset. Reference to Haven includes its agents. Mr H’s friend is assisting him in bringing the complaint but, for ease of reference, I’ve refer... (4 pages)View decision -
Decision Reference DRN-4811576
28 Jun 2024 Hiscox Insurance Company Limited UpheldInsuranceDRN-4811576 The complaint A limited company, which I will refer to as P, complains about the settlement of its business interruption claim, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended only as a brief summary of eve... (9 pages)View decision -
Decision Reference DRN-4696595
28 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4696595 The complaint Mr K is unhappy HSBC UK Bank Plc stopped a transfer he made and put restrictions on his account. What happened Mr K attempted to transfer funds to a friend abroad to pay for a hotel room for a trip he planned to make. Mr K says he completed security online but lat... (3 pages)View decision