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 4196 results
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Decision Reference DRN4562209
28 Nov 2014 National Westminster Bank Plc Not upheldBanking and creditMr W complains National Westminster Bank Plc wrongly recorded a default against his credit record and he was refused a mortgage as a result. our initial conclusionsNatwest accepts it recorded the default four months after it should have. It corrected Mr W’s credit file and paid h... (2 pages)View decision -
Decision Reference DRN-4210964
23 Nov 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4210964 The complaint Mrs J complains National Westminster Bank Plc (“NatWest”) refused to register her son as attorney on her account. She is assisted in bringing this complaint by her son Mr J. What happened Mrs J made a Lasting Power of Attorney (“LPA”) which has been registered at ... (2 pages)View decision -
Decision Reference DRN6790567
26 Aug 2015 Nationwide Building Society Not upheldBanking and creditLobsgrove Park Developments Ltd, represented by Mr H, complains that Nationwide Building Society (“Nationwide”) has produced an excessively cautious valuation of the business development. This has resulted in Mr H being technically in breach of the loan to value ratio on h... (2 pages)View decision -
Decision Reference DRN2599471
25 May 2016 Northern Bank Limited Not upheldBanking and creditMr and Mrs H complain that Northern Bank Limited trading as Danske Bank (“Danske”) misled them about the costs of remortgaging. They want compensation for the extra legal costs.backgroundMr and Mrs H wanted to remortgage and moved to a new lender, Danske. They said Da... (2 pages)View decision -
Decision Reference DRN1245262
19 Jun 2017 Amtrust Europe Limited Not upheldInsurance (excluding PPI)Mrs G is unhappy that Amtrust Europe Limited turned down a claim for a lost mobile phone under her gadget insurance policy. backgroundIn January 2017, Mrs G bought a gadget insurance policy that provides cover for electronics including mobile phones. The policy cover... (2 pages)View decision -
Decision Reference DRN-2505528
7 May 2021 Zenith Insurance plc Not upheldInsuranceDRN-2505528 The complaint Miss K has complained about the poor service Zenith Insurance plc gave her when she made a claim under her car insurance policy. All reference to the insurer Zenith includes its agents. What happened In August 2020 Miss K reported to Zenith that her car had been h... (2 pages)View decision -
Decision Reference DRN2874826
22 Mar 2016 Simplyhealth Access Not upheldInsurance (excluding PPI)Mr G’s complaint is that Simplyhealth Access has chosen to discontinue his private medical insurance policy. backgroundIn 1987, Mr G took out a ‘private patients scheme’ (PPS) with Simplyhealth. The premiums for the PPS were calculated using the age band that applied w... (2 pages)View decision -
Decision Reference DRN-4968598
3 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4968598 The complaint Mr A complains that Starling Bank Limited registered a CIFAS marker against his name after it had closed his bank account. CIFAS is the UK’s fraud alert service. What happened Mr A held accounts with Starling and at least two other banks. From around the and of... (2 pages)View decision -
Decision Reference DRN-4833334
7 Aug 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4833334 The complaint Mr W, on behalf of Mrs R, complains about the information Yorkshire Building Society (YBS) required before registering a Lasting Power of Attorney (LPA). What happened Mr W says he holds a LPA for Mrs R and she holds a YBS account. He says he tried to register ... (2 pages)View decision -
Decision Reference DRN3635702
2 Jul 2013 Bank of Ireland (UK) Plc Not upheldBanking and creditMs C, represented by Mr D, complains that Bank of Ireland (UK) plc (trading as Post Office Financial Services) failed to issue a usable PIN for online access to her credit card account. She says that she was unable to access her account online between February 2012 and October 20... (2 pages)View decision
