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 125400 results
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Decision Reference DRN-4211183
22 Nov 2023 Bank of Scotland Plc UpheldMortgagesDRN-4211183 The complaint Mrs S and Mr S complain that they have mortgage arrears due to an error by Bank of Scotland plc. Mrs S has dealt with the complaint. She asks that her credit file is corrected, and the arrears and any charges and interest are removed. What happened Mrs S called Ba... (3 pages)View decision -
Decision Reference DRN-4255445
22 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4255445 The complaint Ms G complains that National Westminster Bank Plc wouldn’t allow her to withdraw her money. What happened Ms G visited a NatWest branch to withdraw money as she was considering putting the money into an Individual Savings Account (ISA) but hadn’t decided at that p... (3 pages)View decision -
Decision Reference DRN-4471384
22 Nov 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4471384 The complaint Miss D complains about the service she received from Specialist Motor Finance Limited (“SMFL”) when she was in financial difficulty. What happened In June 2018, Miss D entered into a hire purchase agreement for a car with SMFL. Under the terms of the agreement she... (2 pages)View decision -
Decision Reference DRN-4462430
22 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4462430 The complaint Mr M complains, on behalf of W, that AXA Insurance UK Plc offered a reduced settlement amount for a claim he made on W’s commercial property insurance policy. Reference to Mr M or AXA includes its respective agents and representatives. What happened The circumstan... (5 pages)View decision -
Decision Reference DRN-4470096
22 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4470096 The complaint Mrs W complains National Westminster Bank Plc (“NatWest”) restricted her accounts in June 2022 without explanation – and then closed them. She says this has caused her substantive distress and inconvenience, financial loss and impact to her credit file. What happe... (4 pages)View decision -
Decision Reference DRN-4433235
22 Nov 2023 Origen Financial Services Limited UpheldPensions and AnnuitiesDRN-4433235 The complaint Mr M has complained about the advice he received from Origen Financial Services Limited to transfer his defined benefit (“DB”) pension. What happened Mr M was a member of a former employer’s DB pension scheme. In 2017 the scheme sent him a personal statement which... (6 pages)View decision -
Decision Reference DRN-4471196
22 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4471196 The complaint Mr and Mrs I are unhappy with the settlement they’ve been offered by Admiral Insurance (Gibraltar) Limited (Admiral) following a claim under their home insurance. What happened Mr and Mrs I had a home insurance policy underwritten by Admiral. They specified a diam... (4 pages)View decision -
Decision Reference DRN-4442015
22 Nov 2023 Wakam UpheldInsuranceDRN-4442015 The complaint Mr A has complained about Wakam Insurance Limited’s (Wakam’s) application of an additional excess and repair fee to a claim he made under his commercial motor insurance policy. What happened Mr A reported a claim for damage to his commercial vehicle. Wakam accepte... (2 pages)View decision -
Decision Reference DRN-4468382
22 Nov 2023 TSB Bank plc UpheldConsumer CreditDRN-4468382 The complaint Mr H complains that TSB Bank plc registered a default in respect of two loan accounts he had with it and passed the accounts to a debt collections agency (DCA) whilst he had a payment plan in place. What happened Mr H has two loans with TSB, one of which commenced... (5 pages)View decision -
Decision Reference DRN-4433987
22 Nov 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-4433987 The complaint Mr W has complained about the actions of Tuto Money Limited (“Tuto”) which advised him on, and facilitated, the transfer of his two occupational pension schemes in 2018. One of Mr W’s occupational pensions was a defined benefit (DB) scheme; the other pension was a... (8 pages)View decision
