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-3948435
6 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3948435 The complaint Mr G complains about the value Ageas Insurance Limited offered for his car after he made a claim on his car insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here. Instead, I’ll focus on ... (2 pages)View decision -
Decision Reference DRN-3948430
6 Feb 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3948430 The complaint Mrs L complains that Zurich Assurance Ltd mis-sold her a Free Standing Additional Voluntary Contribution (FSAVC) plan. What happened Mrs L met one of Zurich’s advisers in 1993, when she was 26 years old and earning £16,900 per year as a teacher. Mrs L had been a m... (3 pages)View decision -
Decision Reference DRN-3846068
6 Feb 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3846068 The complaint Mrs H complains that her TSB Bank plc online banking facility doesn’t work. What happened Mrs H has a current account with TSB and had been using its online banking facility until May 22. Mrs H has told us that since May 2022 she’s been unable to reliably access ... (2 pages)View decision -
Decision Reference DRN-3948375
6 Feb 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3948375 The complaint Mrs D is unhappy her storm damage claim has been declined by AA Underwriting Insurance Company Limited (AA). What happened In November 2021 Mrs D’s chimney was damaged during a storm, so she made a claim to AA, her buildings insurer. AA sent a surveyor to inspect ... (8 pages)View decision -
Decision Reference DRN-3948433
6 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3948433 The complaint Miss N is unhappy National Westminster Bank Plc (NatWest) declined a payment she made online. What happened In early August 2022 Miss N made a few payments online with the same retailer. All but one payment went through, a reoccurring payment for £6.60 she had set... (2 pages)View decision -
Decision Reference DRN-3947355
6 Feb 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3947355 The complaint Mr D complains about the service he received from Nationwide Building Society when he asked it to process a chargeback. What happened Mr D booked a family ski holiday in January 2020, and he used his Nationwide credit card to purchase lift passes to a value of £1,... (4 pages)View decision -
Decision Reference DRN-3670516
6 Feb 2023 Tideway Investment Partners LLP UpheldPensions and AnnuitiesDRN-3670516 The complaint Mr H complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a Self-Invested Personal Pension (SIPP), a type of personal pension plan. Tideway Investment Partners LLP is responsible for answering ... (12 pages)View decision -
Decision Reference DRN-3948086
6 Feb 2023 MBNA Limited UpheldBanking and PaymentsDRN-3948086 The complaint Mrs M complains about the customer service provided by MBNA Limited (“MBNA”) when money was paid into her credit card account in error. What happened Mrs M had a credit card provided by MBNA. In July 2022, she noted that an amount had been paid into her credit car... (4 pages)View decision -
Decision Reference DRN-3632143
6 Feb 2023 TSB Bank plc UpheldMortgagesDRN-3632143 The complaint Mr S and Ms R complain about the way TSB Bank plc (trading as Whistletree) (“TSB”) managed their mortgage. What happened In September 2004 Mr S and Ms R were offered a ‘Together’ mortgage with Northern Rock. After that they took out a mortgage for £95,000 over a 2... (6 pages)View decision -
Decision Reference DRN-3948025
6 Feb 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3948025 The complaint Miss G has complained that she was consistently overdrawn for the past 14 year’s and that TSB Bank plc (“TSB”) acted unfairly by applying overdraft charges when she was in financial difficulty. What happened Miss G had a bank account with an overdraft limit of £2,... (3 pages)View decision
