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 119923 results
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Decision Reference DRN-4068181
29 Jul 2023 Arrow Global Limited UpheldConsumer CreditDRN-4068181 The complaint Mr G complains about how Arrow Global Limited has dealt with his account. What happened Mr G makes a number of complaints about the management of his account which are well known to the parties. In summary he says Arrow has mismanaged his account and has caused hi... (2 pages)View decision -
Decision Reference DRN-4240103
29 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4240103 The complaint Mr S complains that National Westminster Bank Plc (NatWest) has refused to help him following a payment to an incorrect account. What happened Mr S made a payment of £1,000 to what he thought was an account he held with a bank I will call “B” in April 2022. The ac... (3 pages)View decision -
Decision Reference DRN-4221331
28 Jul 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4221331 The complaint C complains American Express Services Europe Limited (“AESEL”) blocked their merchant account and withheld funds they were entitled to. To put things right, C wants their funds returned along with interest and compensation. What happened C has a merchant account w... (4 pages)View decision -
Decision Reference DRN-4268506
28 Jul 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4268506 The complaint Mr L complains that Helvetia Global Solutions Limited (“Helvetia”) is responsible for mishandling his claim on a breakdown insurance policy. What happened Mr L was living in the UK with his partner who was working for a ferry company that gave its staff free cross... (6 pages)View decision -
Decision Reference DRN-4156095
28 Jul 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4156095 The complaint Mr F complains Prepaid Financial Services Limited (“PFS”), trading as Swiftoo, blocked his account without explanation and withheld the money in it. What happened The background to this complaint is well known to both parties, so I won’t set it out in details here... (3 pages)View decision -
Decision Reference DRN-4273149
28 Jul 2023 West Bay Insurance Plc UpheldInsuranceDRN-4273149 The complaint Mr D complains that West Bay Insurance Plc cancelled his motor insurance policy, resulting in his car being impounded by the police. West Bay is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As West Bay... (3 pages)View decision -
Decision Reference DRN-4160639
28 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4160639 The complaint Mrs O complains Barclays Bank UK PLC, trading as Barclaycard, unfairly closed her credit card account immediately and without warning nor explanation causing her severe distress and inconvenience. To keep things simple, I will refer to “Barclays” mostly in my deci... (3 pages)View decision -
Decision Reference DRN-4272607
28 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4272607 The complaint Mr P complains that his bank National Westminster Bank Plc (NatWest) has refused to refund the money he has lost following him falling victim to a scam. What happened In my provisional decision sent in June 2023 I explained why I thought this complaint should be u... (3 pages)View decision -
Decision Reference DRN-4160568
28 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4160568 The complaint Mrs O complains Barclays Bank UK PLC (“Barclays”) closed her accounts without notice nor explanation and did so with immediate effect. Mrs O adds this has caused her financial loss, and severe distress and inconvenience. What happened This decision deals only with... (4 pages)View decision -
Decision Reference DRN-3991789
28 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3991789 The complaint Miss W complains that Aviva Life & Pensions UK Limited (Aviva) caused unnecessary delays in administering her request to take her 25% tax free Pension Commencement Lump Sum (PCLS) from her personal pension, and further delays in the transfer of the remaining f... (6 pages)View decision
