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 121115 results
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Decision Reference DRN-3802425
11 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3802425 The complaint A company I’ll refer to as U complains that National Westminster Bank PLC (NatWest) blocked and closed its account, without warning and without explaining why. U is represented by its director, Mr T. What happened Mr T says U’s account was blocked on 14 September ... (3 pages)View decision -
Decision Reference DRN-3753718
11 Nov 2022 Clear Score Technology Limited UpheldConsumer CreditDRN-3753718 The complaint Mr A complains the product he took out with ClearScore Technology Limited trading as ClearScore didn’t prevent fraud from being committed against him. And they also didn’t notify him when he became a victim of fraud. What happened In April 2021, Mr A says he paid ... (3 pages)View decision -
Decision Reference DRN-3482079
11 Nov 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3482079 The complaint Mr A complains about a fixed sum loan he took out with Clydesdale Financial Services Limited trading as Barclays Partner Finance, to pay for a new kitchen. What happened In December 2018, Mr A agreed to a design with a supplier, who I’ll call X, for a new kitchen ... (5 pages)View decision -
Decision Reference DRN-3538903
11 Nov 2022 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-3538903 The complaint Miss J complains that The Royal London Mutual Insurance Society Limited (‘Royal London’) has unfairly refused her claim for total and permanent disability (‘TPD’) benefit under her critical illness policy. To resolve her complaint, she wants her claim paid in full... (8 pages)View decision -
Decision Reference DRN-3691327
11 Nov 2022 Hubener Versicherungs AG UpheldInsuranceDRN-3691327 The complaint F complains that Hubener Versicherungs AG (Hubener) declined its claim under its commercial buildings insurance policy following an escape of water. Mr M owns F, a small hotel, and his claims consultant brought the complaint on F’s behalf. For ease, I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-3735216
11 Nov 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3735216 The complaint Mrs K complains that NewDay Ltd incorrectly added a marker about her at CIFAS, the national fraud database, causing her financial difficulties and distress. What happened Mrs K explains that her accounts with other financial businesses were closed within a short s... (3 pages)View decision -
Decision Reference DRN-3766629
11 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3766629 The complaint Mr C complains Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to him. What happened Mr C complains Barclaycard irresponsibly approved him for a credit card in December 2015. Our investigator looked into the complaint and recommended it be upheld. B... (2 pages)View decision -
Decision Reference DRN-3794494
11 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3794494 The complaint Ms M has complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim she made under her legal expenses insurance cover. For the sake of clarity when I mention RSA, I mean both the underwriter and any agent acting on its behalf. Bac... (4 pages)View decision -
Decision Reference DRN-3801711
11 Nov 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3801711 The complaint Mr O complains that Embark Investment Services Limited (“Embark”) failed to transfer his pension and ISA savings to another provider in a timely manner. What happened I issued a provisional decision on this complaint in September 2022. In that decision I explained... (5 pages)View decision -
Decision Reference DRN-3187170
11 Nov 2022 Mulberry Wealth Management Limited UpheldPensions and AnnuitiesDRN-3187170 The complaint Mr C complains that Mulberry Wealth Management Limited (Mulberry) gave him unsuitable advice to transfer the benefits from his defined benefits (DB) scheme with British Steel (BSPS) to a personal pension (PP). Mr C is being represented by a third party, but for ea... (10 pages)View decision
