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-3631792
15 Aug 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3631792 The complaint Ms F has complained that National Westminster Bank Plc (NatWest) closed one of her accounts without notice. She says this caused another of her accounts to go overdrawn and meant she missed payments. What happened The details of this complaint are well known to bo... (3 pages)View decision -
Decision Reference DRN-3634445
15 Aug 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3634445 The complaint Mr P complains that Barclays Bank UK PLC have unfairly registered a default against him. What happened Mr P had a career and development loan with Barclays. He says that from 2018 he was working overseas, and he had been maintaining his payments to the loan. In 20... (4 pages)View decision -
Decision Reference DRN-3515549
15 Aug 2022 One Insurance Limited UpheldInsuranceDRN-3515549 The complaint Mrs D complains about how One Insurance Limited (One) dealt with a claim on her motor insurance policy. What happened Mrs D had motor insurance with One. Her car was involved in an accident and One decided it couldn’t be economically repaired. In accordance with t... (2 pages)View decision -
Decision Reference DRN-3615734
15 Aug 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3615734 The complaint Mrs J complains about the repairs arranged by AA Underwriting Insurance Company Limited (AA) following an accident when driving her car, under her motor insurance policy. What happened In May 2021 Mrs J’s car was damaged in an accident. She contacted AA and it arr... (3 pages)View decision -
Decision Reference DRN-3555283
15 Aug 2022 U K Insurance Limited UpheldInsuranceDRN-3555283 The complaint Ms C is unhappy with the way U K Insurance Limited (UKI) handled her claim under her home insurance after her home suffered water damage from a broken pipe. Although a third party brought this complaint on her behalf, for ease I’ll refer only to Ms C throughout my... (4 pages)View decision -
Decision Reference DRN-3648725
15 Aug 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3648725 The complaint Mr M complains that the Prudential Assurance Company Limited gave him unsuitable advice to contract out of the State Earnings Related Pension Scheme (“SERPS”). What happened In 1989 Mr M was advised by Prudential to contract out of SERPS. He was 32 years old at th... (4 pages)View decision -
Decision Reference DRN-3600094
15 Aug 2022 ITI Capital Limited UpheldInvestmentsDRN-3600094 The complaint Ms C has complained about how ITI Capital Limited (“ITI Capital”) administered her investment account. What happened Ms C says the service ITI Capital provided was poor, including poor data security, delay and errors with dividends, statements not being sent and I... (3 pages)View decision -
Decision Reference DRN-3626649
15 Aug 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3626649 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA failed to properly administer his account, allowing unauthorised transactions to be made which adversely affected his credit rating. What happened Mr B was plagued with calls from persons he believes were trying ... (3 pages)View decision -
Decision Reference DRN-3648678
15 Aug 2022 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3648678 The complaint Mr B complains that his broker for his motor insurance, Acorn Insurance & Financial Services Ltd (Acorn), cancelled his policy but continued to charge him premiums. What happened I set out the background to the complaint within my provisional decision and also... (3 pages)View decision -
Decision Reference DRN-3635097
15 Aug 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3635097 The complaint Mr C complains that HSBC UK Bank Plc withdrew his mortgage offer without notice. What happened The background and circumstances of this complaint are well known to both parties, so I won’t repeat them again here in detail. Instead I’ll summarise the main facts tha... (4 pages)View decision
