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-4198630
11 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4198630 The complaint Mr H, as sole Lasting Power of Attorney (LPA) for Mr C, complains that Nationwide Building Society refused to re-instate an overdraft on Mr C’s account that Mr H had removed in error. Mr H says Mr C’s account was registered at Mr H’s address and despite a request ... (3 pages)View decision -
Decision Reference DRN-4295645
11 Aug 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-4295645 The complaint Miss M and Mr S complain about Acasta European Insurance Company Limited’s offer to settle a claim made under their furniture warranty. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. In Marc... (6 pages)View decision -
Decision Reference DRN-4237173
11 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4237173 The complaint Mrs B and Mr B complain that Inter Partner Assistance SA (IPA) unfairly refused to provide a full payment for losses suffered. And which they said they were told they were covered for under their travel insurance policy. For ease of reading I will only refer to Mr... (3 pages)View decision -
Decision Reference DRN-4251265
11 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4251265 The complaint Miss A complains that Barclays Bank UK PLC trading as Barclaycard failed to engage with her when she tried to advise it of her change of address. She further complains that when she asked for her account to be closed Barclays failed to notify her of a balance due ... (3 pages)View decision -
Decision Reference DRN-4296731
11 Aug 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4296731 The complaint Mrs S complains that after making and correcting an incorrect drawdown payment from her two personal pension plans, ReAssure Limited (ReAssure) failed to correct the information shown on her online portal and annual statements. She says that ReAssure still hasn’t ... (8 pages)View decision -
Decision Reference DRN-4253410
11 Aug 2023 Lifestyle (Glamorgan) Limited UpheldPensions and AnnuitiesDRN-4253410 The complaint Mr C complains that he was given unsuitable advice by Lifestyle (Glamorgan) Limited (‘Lifestyle’) to transfer deferred benefits from his Defined Benefit (‘DB’) pension with British Steel (‘BSPS’) to a personal pension. What happened In March 2016, Tata Steel UK Lt... (11 pages)View decision -
Decision Reference DRN-4196016
11 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4196016 The complaint Mr J complains about the delays caused by Royal & Sun Alliance Insurance Limited (RSA) when he claimed under his home emergency policy for his leaking boiler. What happened In summary, Mr J’s boiler started leaking so he raised a claim under his home emergency... (3 pages)View decision -
Decision Reference DRN-4296162
11 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4296162 The complaint Ms A complains that Barclays Bank UK PLC (“Barclays”) failed to properly administer her account which resulted in a loss of funds. What happened Ms A made two payments from her account which weren’t immediately processed by either the merchant or Barclays. A third... (3 pages)View decision -
Decision Reference DRN-4296583
11 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4296583 The complaint Mr P complains about the way Bank of Scotland plc trading as Halifax dealt with him in respect of his request for assistance with a dispute he had with a third party holiday provider he paid using his Halifax debit card. What happened I recently issued a provision... (4 pages)View decision -
Decision Reference DRN-4250372
11 Aug 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4250372 The complaint Mr T complains that Legal and General Assurance Society Limited (L&G) has terminated benefit for an incapacity claim he made on a personal income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve... (5 pages)View decision
