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 128535 results
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Decision Reference DRN-4006494
3 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4006494 The complaint Mr Z complains that National Westminster Bank Plc blocked his bank account. Mr Z says this caused him inconvenience and financial loss for which he should be compensated. What happened Mr Z had a personal account with NatWest. In July 2022, NatWest decided to revi... (3 pages)View decision -
Decision Reference DRN-4063243
3 Apr 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4063243 The complaint Mr H complains that National Westminster Bank Plc has blocked and closed his bank account without telling him why. It has also not returned the funds held in the account. What happened Mr H had an account with NatWest. He says that it was opened in around 2017 (wh... (2 pages)View decision -
Decision Reference DRN-4062617
3 Apr 2023 Towergate Financial (East) Limited UpheldPensions and AnnuitiesDRN-4062617 The complaint Mr S says the advice given and the arrangements made by Towergate Financial (East) Limited (TFE), trading as M2 Financial Limited, to transfer from his defined benefit (DB) pension and to establish a personal pension plan with AXA, was unsuitable. Mr S is represen... (14 pages)View decision -
Decision Reference DRN-4063207
3 Apr 2023 QIC Europe Ltd UpheldInsuranceDRN-4063207 The complaint Ms S is unhappy a storm damage claim she made under her home insurance policy has been declined by QIC Europe Ltd (QIC). What happened In February 2022 Ms S’ garage was damaged during bad weather, so she made a claim to QIC, her building and contents insurer. QIC ... (5 pages)View decision -
Decision Reference DRN-4054437
3 Apr 2023 British Gas Insurance Limited UpheldInsuranceDRN-4054437 The complaint Mr C and Mrs C complain about the level of service received from British Gas Insurance Limited following a claim against their homecare insurance policy. What happened Mr C and Mrs C say British Gas failed to repair a boiler fault in 2020. They say multiple visits... (4 pages)View decision -
Decision Reference DRN-3989159
3 Apr 2023 Unum Ltd UpheldInsuranceDRN-3989159 The complaint Miss L complains that Unum Ltd turned down her income protection claim. What happened Miss L holds income protection cover through her employer. The aim of the policy is to pay benefit in the event she can’t work because of illness or injury. The policy has a defe... (3 pages)View decision -
Decision Reference DRN-4062174
3 Apr 2023 Retail Money Market Ltd UpheldInvestmentsDRN-4062174 The complaint Mr T complains that Retail Money Market Ltd (“RateSetter”) unfairly reduced his interest returns on his crowdfunding investments and didn’t return any of this following a third party (“TP”) acquiring the platform’s loan portfolio. He also complains that RateSetter... (8 pages)View decision -
Decision Reference DRN-3985419
3 Apr 2023 Oplo PL Ltd UpheldConsumer CreditDRN-3985419 The complaint Mr D says Oplo PL Ltd lent to him irresponsibly. What happened Mr D took out a loan for £5,000 over 24 months on 14 January 2022. The monthly repayments were £292.24 and the total repayable was £7,013.72. Mr D says insufficient affordability checks were carried ou... (3 pages)View decision -
Decision Reference DRN-4024428
3 Apr 2023 Newline Insurance Company Limited UpheldInsuranceDRN-4024428 The complaint Ms G complains that Newline Insurance Company Limited cancelled her pet insurance policy without her knowledge and refused to reinstate the policy. Ms G will see that my decision is about a different business to the one our investigator referred to in her correspo... (6 pages)View decision -
Decision Reference DRN-4062095
3 Apr 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4062095 The complaint Ms O is unhappy Santander UK Plc (Santander) continued to block her account and withhold her funds after a court order was lifted. What happened The background of this complaint is known to all sides, so I’ve summarised it below. Ms O has explained a court order w... (5 pages)View decision