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 121479 results
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Decision Reference DRN-4297858
11 Oct 2023 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-4297858 The complaint Mrs M complains that Co-op Funeral Plans Limited sent plan documentation to her address when it should have been sent to her attorney’s. Mrs M is represented by her daughter and attorney, Mrs F. What happened Mrs M lives in a care home. She has dementia and lacks ... (3 pages)View decision -
Decision Reference DRN-4268399
11 Oct 2023 MotoNovo Finance Limited UpheldConsumer CreditDRN-4268399 The complaint Miss J complains about problems with a car she acquired through a Hire Purchase Agreement with Motonovo Finance Limited (Motonovo) . She would like to reject it. What happened The details of this complaint are well known to both parties so I won’t repeat them aga... (2 pages)View decision -
Decision Reference DRN-4392572
11 Oct 2023 Santander UK Plc UpheldMortgagesDRN-4392572 The complaint Mr H complains that when he asked Santander UK Plc for a very short extension to his mortgage offer, it said no. Then it issued the offer extension he wanted, but almost straight away told him this was a mistake. Mr H wanted Santander to honour the extended offer.... (4 pages)View decision -
Decision Reference DRN-4069455
11 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4069455 The complaint Mrs W complains that Barclays Bank UK PLC failed to complete an international transfer of money from her account and failed to recall the funds. What happened Mrs W attended her local branch of Barclays on 6 December 2022 with her son. She wanted to transfer £1,30... (4 pages)View decision -
Decision Reference DRN-4122075
11 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4122075 The complaint Mr K and Mrs A complain National Westminster Bank Plc unfairly closed their joint current account and refused to tell them why. What happened Mr K and Mrs A held an account with NatWest. In late 2022 NatWest gave them 60 days’ notice that their account would close... (2 pages)View decision -
Decision Reference DRN-4393276
11 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4393276 The complaint Mrs W complains that HSBC UK Bank Plc (“HSBC”) won’t refund over £7,000 she says she lost to an investment scam. What happened Mrs W fell victim to an investment scam orchestrated by the scam broker “Profit Trade”. She found the broker online and was contacted via... (4 pages)View decision -
Decision Reference DRN-4387292
11 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4387292 The complaint W a company, complains that Barclays Bank UK PLC closed its account. W would like compensation. W is represented by its director Mr T. What happened W had a business account with Barclays. Mr T contacted Barclays to let them know he would be receiving an investmen... (7 pages)View decision -
Decision Reference DRN-4121937
11 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4121937 The complaint Mr K complains National Westminster Bank Plc unfairly closed his current account and refused to tell him why. What happened Mr K held an account with NatWest. In late 2022 NatWest gave him 60 days’ notice that the account would close. They also took the same actio... (2 pages)View decision -
Decision Reference DRN-4392287
11 Oct 2023 Allianz Insurance Plc UpheldInsuranceDRN-4392287 The complaint Ms S has complained that Allianz Insurance Plc was charging too much for her pet insurance policy. What happened When Ms S took out a lifetime insurance policy for her cat with Allianz in 2021, the premium was £370.26. When the policy renewed in 2022, the premium ... (3 pages)View decision -
Decision Reference DRN-4383380
11 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4383380 The complaint Ms P complains about Aviva Insurance Limited’s decision to turn down a claim made under her property owners policy. What happened Ms P holds a property owners policy with Aviva. She made a claim after discovering that her tenant had been using her rental property ... (5 pages)View decision
