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 120436 results
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Decision Reference DRN-4353867
18 Sep 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4353867 The complaint Mr G and Ms N were unhappy with how Chaucer Insurance Company Designed Activity Company (Chaucer) handled a claim they made under the travel insurance policy. What happened Mr G and Ms N held a worldwide annual multi-trip travel insurance policy, with Chaucer bein... (4 pages)View decision -
Decision Reference DRN-4353898
18 Sep 2023 Bank of Scotland Plc UpheldMortgagesDRN-4353898 The complaint Mr C’s complaint is about his mortgage with Bank of Scotland Plc trading as Halifax. Mr C says that, in December 2022, when he gave the bank details of his income and expenditure whilst discussing a term extension and a new interest rate for the mortgage, Halifax ... (4 pages)View decision -
Decision Reference DRN-4141137
18 Sep 2023 Nucleus Financial Services Ltd UpheldPensions and AnnuitiesDRN-4141137 The complaint Mr W’s complaint is about how Nucleus Financial Services Ltd (Nucleus) dealt with the payment of benefits following the death of the account holder, Mr W’s mother. What happened I issued a provisional decision on 27 April 2023. I’ve recapped here what I said about... (11 pages)View decision -
Decision Reference DRN-4141134
18 Sep 2023 Nucleus Financial Services Ltd UpheldPensions and AnnuitiesDRN-4141134 The complaint Mr W’s complaint is about how Nucleus Financial Services Ltd (Nucleus) dealt with the payment of benefits following the death of the account holder, Mr W’s mother. What happened I issued a provisional decision on 27 April 2023. I’ve recapped here what I said about... (10 pages)View decision -
Decision Reference DRN-4307510
18 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4307510 The complaint Ms K is unhappy Lloyds Bank PLC (Lloyds) closed her account without any reason to do so. What happened Lloyds blocked Ms K’s account on 7 March 2023 to carry out a review. It completed the review, and the following day wrote to Ms K giving her 65 calendar days’ n... (3 pages)View decision -
Decision Reference DRN-4245834
18 Sep 2023 Studio Retail Limited UpheldConsumer CreditDRN-4245834 The complaint Mrs B complains that Studio Retail Limited (“Studio”) provided her with increasing credit that she couldn’t afford and which led to her having money problems. What happened In November 2014 Studio approved Mrs B for a catalogue shopping account with a limit of £10... (3 pages)View decision -
Decision Reference DRN-4346719
16 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4346719 The complaint Miss R complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on her motor insurance policy. What happened The subject matter of the claim and the complaint was a car, first registered in 2018. For the year from early September 2022, Miss R had ... (3 pages)View decision -
Decision Reference DRN-4307688
15 Sep 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4307688 The complaint Mr B complains National Westminster Bank Plc (“NatWest”) blocked his account without explanation, told him it was unblocked in error, and closed it. To put things right, Mr B wants NatWest to pay him compensation for the substantive distress and inconvenience its ... (4 pages)View decision -
Decision Reference DRN-4348693
15 Sep 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4348693 The complaint Mr J and Mr J complain National Westminster Bank Plc (“NatWest”) closed their account without notice or explanation. And that NatWest didn’t explain they needed to pay off their overdraft which has now been unfairly recorded as a default against them. To keep thin... (7 pages)View decision -
Decision Reference DRN-4091284
15 Sep 2023 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4091284 The complaint Mr M complains Epayments Systems Ltd (“Epayments”) blocked his account and withheld the funds held in it. What happened On 11 February 2020 the regulator, The Financial Conduct Authority (FCA) placed limitations on Epayments. As a result Epayments were not able to... (3 pages)View decision
