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 121074 results
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Decision Reference DRN-3797460
9 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3797460 The complaint A partnership, which I’ll refer to as “L”, complains that Barclays Bank UK PLC restricted access to its bank account for longer than necessary. Mr K is one of L’s partners and brings the complaint on the partnership’s behalf. What happened L banked with Barclays, ... (5 pages)View decision -
Decision Reference DRN-3796123
9 Nov 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3796123 The complaint Miss G has complained about the way a claim she made for an escape of water under her home buildings insurance policy is being dealt with by Admiral Insurance (Gibraltar) Limited. What happened In November 2021 Miss G’s home suffered damage as a result of an escap... (4 pages)View decision -
Decision Reference DRN-3796992
9 Nov 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3796992 The complaint Miss D complains the Co-operative Bank Plc trading as Smile didn’t let her know about changes it would be making to its online security processes. Miss D also complains that the new process isn’t safe, that she’s had problems with it and that Smile hasn’t made rea... (3 pages)View decision -
Decision Reference DRN-3127188
9 Nov 2022 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3127188 The complaint Mr L complains that Options UK Personal Pensions LLP (“Options” - formerly Carey Pensions) accepted his investment into a self-invested personal pension (SIPP) when, he says, it shouldn’t have accepted business from the business who introduced him to Options; Cale... (38 pages)View decision -
Decision Reference DRN-3797307
9 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3797307 The complaint Mr S and Mrs K complain about delays and poor service when trying to add Mrs K as a joint account holder. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In November 2021 NatWest arranged a... (2 pages)View decision -
Decision Reference DRN-3795395
9 Nov 2022 Santander UK Plc UpheldConsumer CreditDRN-3795395 The complaint Miss I complains about a default registered against her by Santander UK Plc. What happened Miss I had a loan with Santander which was due to be repaid in full on 1 May 2020. Unfortunately Miss I became unwell and was signed off work from the early part of 2020 onw... (4 pages)View decision -
Decision Reference DRN-3791843
9 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3791843 The complaint Ms C, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Ms C was advanced five home collected loans between March 2016 and June 2018. I’ve included some o... (5 pages)View decision -
Decision Reference DRN-3651994
9 Nov 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3651994 The complaint Miss W complains that TSB Bank plc (“TSB”) didn’t cancel a standing order in line with her instructions and says this caused her financial loss. What happened Miss W holds a current account and a savings account with TSB. At the time she opened the savings account... (3 pages)View decision -
Decision Reference DRN-3547435
9 Nov 2022 Vitality Health Limited UpheldInsuranceDRN-3547435 The complaint Mr C complains that Vitality Health Limited (Vitality) has unfairly refused to pay for a medical treatment he’s had. He wants Vitality to pay his claim and some compensation for what he’s been through. What happened Mr C has a medical insurance policy with Vitalit... (3 pages)View decision -
Decision Reference DRN-3796124
9 Nov 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3796124 The complaint Mr H complains about delays by Aviva Life & Pensions UK Limited (Aviva) in providing information about his pension and putting his benefits into payment. Mr H also says the pension he’s now receiving is too low. What happened I issued a provisional decision on... (5 pages)View decision
