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 125299 results
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Decision Reference DRN-3747113
11 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3747113 The complaint Mrs L, who is represented by a friend, Ms S, complains that National Westminster Bank Plc (“NatWest”) rejected her claim under section 75 Consumer Credit Act 1974 in respect of the cost of a timeshare. Mrs L made the purchase along with her husband, but the credit... (7 pages)View decision -
Decision Reference DRN-3706235
11 Oct 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3706235 The complaint Mr S complains that Embark Investment Services Limited (“Embark”) failed to transfer his self-invested personal pension (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this complaint in August 2022. In that decisio... (4 pages)View decision -
Decision Reference DRN-3744100
11 Oct 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3744100 The complaint Mr N complains that Shop Direct Finance Company Limited (trading as Very) didn’t give him enough information about whether his account should be defaulted. What happened Mr N had an account with Very. Following losing his job, Mr N’s account fell into arrears. Mr ... (3 pages)View decision -
Decision Reference DRN-3734017
11 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3734017 The complaint Mr H and Mr H complain about a missing payment sent from their account with Santander UK Plc. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the r... (2 pages)View decision -
Decision Reference DRN-3712244
11 Oct 2022 Covea Insurance plc UpheldInsuranceDRN-3712244 The complaint Mr and Mrs D complain Covea Insurance Plc unfairly declined their claim for storm damage. What happened In December 2021 Mr and Mrs D claimed against their Covea home insurance policy. They felt a storm had damaged a chimney on their property. They were concerned ... (3 pages)View decision -
Decision Reference DRN-3747414
11 Oct 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3747414 The complaint Ms E and Mr G complain that Lloyds Bank PLC sent savings account statements to the wrong address. What happened The background to this complaint was set out in my provisional decision. In summary, I said: - Ms E and Mr G have a joint savings account. Due to the wa... (2 pages)View decision -
Decision Reference DRN-3747315
11 Oct 2022 Lloyds Bank PLC UpheldMortgagesDRN-3747315 The complaint This complaint’s about an interest mortgage that Ms R holds with Lloyds Bank PLC. The essence of the complaint is that Lloyds won’t extend the term of the part of the mortgage that has fallen due for repayment, or replace it with a lifetime mortgage. What happened... (3 pages)View decision -
Decision Reference DRN-3632817
11 Oct 2022 AIG Life Limited UpheldInvestmentsDRN-3632817 The complaint The estate of Mr C has complained that that AIG Life Limited unfairly declined a claim and voided Mr C’s policy. The estate has also complained about the handling of the claim. What happened Mr C applied for a term assurance policy with critical illness cover in t... (4 pages)View decision -
Decision Reference DRN-3717114
11 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3717114 The complaint This complaint is about an outstanding sum on Mrs R’s mortgage account which Barclays Bank UK PLC (“Barclays”) previously told her had been repaid in full. What happened In March 2021, Mrs R withdrew £53,000 from her Open Plan reserve account and around three week... (3 pages)View decision -
Decision Reference DRN-3650916
11 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3650916 The complaint Mr J’s complaint is about the information he received from Barclays Bank UK PLC trading as Barclaycard in relation to the repayment plan for his credit card account. Mr J is unhappy with the customer service he received. What happened Mr J entered into a repayment... (4 pages)View decision
