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 121876 results
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Decision Reference DRN-3370333
14 Jul 2022 British Gas Insurance Limited UpheldInsuranceDRN-3370333 The complaint Mr H has complained that British Gas Insurance Limited cancelled appointments he’d made to have his boiler repaired after he’d made arrangements to make sure he could be available. What happened Mr H had a Homecare policy with British Gas, which provided him with ... (2 pages)View decision -
Decision Reference DRN-3594533
14 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3594533 The complaint Mr C says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr C applied for a credit card in April 2014. It was approved with a limit of £250 and he was given six subsequent credit limit increases by NewDay. A summary follows. Mr C says NewDay... (3 pages)View decision -
Decision Reference DRN-3443012
14 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3443012 The complaint A company, which I’ll refer to as “S”, complains that TSB Bank plc recalled a Bounce Back Loan and closed its account without notice. S’s director, Mr W, brings the complaint on the company’s behalf. What happened S banked with TSB. The company successfully applie... (4 pages)View decision -
Decision Reference DRN-3581032
14 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3581032 Complaint Miss H is unhappy that National Westminster Bank Plc (“NatWest”) closed her accounts and then denied her access to her funds. Background In May 2021, NatWest took the decision to close Miss H’s two foundation accounts and her savings account. NatWest told Miss H that ... (2 pages)View decision -
Decision Reference DRN-3594632
14 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3594632 The complaint Mr S is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money he transferred to a fraudster. What happened What Mr S says Mr S says that on 3 June 2020 he provided details of his account with another bank in response to an email he thought he’d receiv... (7 pages)View decision -
Decision Reference DRN-3545746
13 Jul 2022 TenetConnect Limited UpheldInvestmentsDRN-3545746 The complaint Mrs S complains about TenetConnect Limited (TC) following her instruction to disinvest £100,000 from her investment portfolio. What happened TC was Mrs S’s independent financial adviser (IFA). Mrs S held an investment portfolio with a third-party provider, from wh... (4 pages)View decision -
Decision Reference DRN-3475699
13 Jul 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3475699 The complaint Mr C is unhappy with the £100 compensation Sainsbury’s Bank Plc offered after an error caused the late application of his credit card payment. What happened Mr C made a payment online on 19 September 2021 from his building society account to his Sainsbury’s credit... (2 pages)View decision -
Decision Reference DRN-3565896
13 Jul 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3565896 The complaint Mr F complains that Markerstudy Insurance Company Limited is responsible for poor service in connection with a claim on his motor insurance policy. Where I refer to Markerstudy, I refer to the above-named insurance company and I include employees and others insofa... (2 pages)View decision -
Decision Reference DRN-3593811
13 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3593811 The complaint Ms S complains that Royal & Sun Alliance Insurance Limited (RSA) failed to deal with her building insurance claim properly, following an escape of water at her home. She also complains RSA’s contractors negligently caused further damage to her home and content... (33 pages)View decision -
Decision Reference DRN-3492825
13 Jul 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3492825 The complaint Mr D is a sole trader. He complains that National Westminster Bank Plc (“NatWest”) unfairly declined his applications for a new account, which in turn meant he couldn’t apply to the bank for a Bounce Back Loan. What happened Mr D was an existing personal customer ... (3 pages)View decision
