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 121668 results
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Decision Reference DRN-3886502
16 Jan 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3886502 The complaint Ms D complains about the management and administration by Zopa Bank Limited trading as Zopa of her hire purchase agreement (“agreement”). What happened In June 2021 Ms D acquired a used car costing £12,671.00 under an agreement with Zopa. Under the terms of the a... (2 pages)View decision -
Decision Reference DRN-3690553
16 Jan 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3690553 The complaint Ms R complains that National Westminster Bank Plc (“NatWest”) prematurely converted her student account to a standard current account, which meant she incurred interest on her overdraft facility when she shouldn’t have done. What happened Ms R held a student accou... (3 pages)View decision -
Decision Reference DRN-3699937
16 Jan 2023 Santander UK Plc UpheldInvestmentsDRN-3699937 The complaint Mrs B and the estate of the late Mr B complain that a business, since acquired by Santander UK Plc, gave them unsuitable investment advice in 2001. What happened In around January 2001, Mr and Mrs B met with Santander to take advice on investing a lump sum. The ba... (5 pages)View decision -
Decision Reference DRN-3901132
14 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3901132 The complaint Mr H complains about the service he received from Covea Insurance plc (“Covea”) when he made a claim under his policy for storm damage. What happened Mr H made a claim under his policy with Covea, after a storm hit his property in February 2022 and caused damage t... (3 pages)View decision -
Decision Reference DRN-3893239
14 Jan 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3893239 The complaint Mrs F – as executor of the late Mrs G’s estate, complains that National Westminster Bank Plc (NatWest) delayed Mrs G’s request to transfer funds to an investment company. What happened Prior to her passing Mrs G sold her house. On 30 June 2021 she called NatWest t... (4 pages)View decision -
Decision Reference DRN-3901232
14 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3901232 The complaint Mr F complains about incorrect information given by Lloyds Bank PLC (Lloyds) when his sole trader account overdraft facility was withdrawn. What happened Lloyds wrote to Mr F in May 2021 to notify him that they were withdrawing his sole trader overdraft facility a... (4 pages)View decision -
Decision Reference DRN-3899600
13 Jan 2023 Phoenix Life Assurance Limited UpheldPensions and AnnuitiesDRN-3899600 The complaint Mr W believes Phoenix Life Assurance Ltd (Phoenix) failed to properly reinstate funds into his occupational pension scheme (OPS), following the sale of his personal pension in 1992 having been reviewed as part of the Pensions Review in 1997. What happened Mr W joi... (7 pages)View decision -
Decision Reference DRN-3870542
13 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3870542 The complaint Mr P has complained about the service provided by Covea Insurance plc (‘Covea’) under his home insurance policy following water leak damage to his property. For the avoidance of doubt, ‘Covea’ includes its representatives, agents, and contractors in this decision ... (3 pages)View decision -
Decision Reference DRN-3814808
13 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3814808 The complaint Mr T complains HSBC UK Bank Plc (“HSBC”): - unfairly locked him out of his account - its telephone staff treated him poorly and calls were abruptly disconnected - sent him a new telephone PIN outside of the agreed timescales - its use of overseas staff, who work f... (4 pages)View decision -
Decision Reference DRN-3501503
13 Jan 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3501503 The complaint Mr S has complained about the way Mitsubishi HC Capital UK Plc (“Mitsubishi”) has dealt with a claim he made under section 75 of the Consumer Credit Act 1974 (“s.75”). What happened On 17 April 2014, Mr S entered into a contract to purchase a solar panel system fr... (4 pages)View decision
