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 120469 results
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Decision Reference DRN-3706359
26 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3706359 The complaint Miss W says Barclays Bank UK PLC (‘Barclays’) has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In January 2018, Miss W paid £4,005 to a dental practice I’ll call A. She told us she purchased ‘clear aligner’ t... (6 pages)View decision -
Decision Reference DRN-3616015
26 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3616015 The complaint Miss R is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and based on the submissions from both ... (3 pages)View decision -
Decision Reference DRN-3721254
26 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3721254 Complaint Mr R is unhappy that Bank of Scotland plc (trading as Halifax) won’t refund him in full after he fell victim to a scam. Background The background of this complaint is well known to both parties. I don’t intend to set it out in full here, but I will briefly summarise t... (4 pages)View decision -
Decision Reference DRN-3628216
26 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3628216 The complaint Mr G complains that ReAssure Limited caused unnecessary delays when processing an application to take his retirement benefits. What happened Mr G had a personal pension plan with ReAssure with a preferred retirement date of 28 January 2021. On 3 December 2020 ReAs... (2 pages)View decision -
Decision Reference DRN-3567889
26 Sep 2022 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3567889 The complaint Mr M and Mrs M complain about The National Farmers' Union Mutual Insurance Society Limited (NFU) handling of a claim they made under their buildings insurance. Any references to NFU also include its agents. What happened In August 2020, the basement of Mr M a... (3 pages)View decision -
Decision Reference DRN-3668249
26 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3668249 The complaint Mr M complains that AXA and its agents have unreasonably delayed in the handling of his escape of water claim, and the required repairs. He wants AXA to increase its offer of compensation to him. What happened In November 2021, Mr M discovered dirty water leaking ... (3 pages)View decision -
Decision Reference DRN-3720498
26 Sep 2022 Wren Sterling Financial Planning Limited UpheldInvestmentsDRN-3720498 The complaint Mr N complains Wren Sterling Financial Planning Limited (“Wren Sterling”) has been collecting fees from him as part of an advisory services for a stocks and shares ISA investment and a personal pension plan. He complains that he hasn’t received the services he pai... (4 pages)View decision -
Decision Reference DRN-3643047
26 Sep 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3643047 The complaint Mrs C complains that Nationwide Building Society have unfairly blocked her account following transactions she made to her partner. What happened Nationwide contacted Mrs C in March 2021 about a series of payments she had made to an account in Sri Lanka between Dec... (3 pages)View decision -
Decision Reference DRN-3709528
26 Sep 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3709528 The complaint A trustee of a trust, who I’ll refer to as Mrs K, complains that The Royal Bank of Scotland Plc unfairly closed the trust’s bank account, without informing the trustees, and then declined to reopen it. I will refer to the trust itself as J in this complaint. What ... (3 pages)View decision -
Decision Reference DRN-3710855
26 Sep 2022 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3710855 The complaint Mr H, through his representative, a claims management company (‘CMC’), complains that Zurich Assurance Ltd gave him insufficient information when it advised him to take out a freestanding additional voluntary contribution (‘FSAVC’) pension policy. What happened In... (5 pages)View decision
