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 4282 results
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Decision Reference DRN-3711848
21 Nov 2022 Interactive Investor Services Limited UpheldInvestmentsDRN-3711848 The complaint Mr B is complaining about delays in transferring his individual savings account (ISA), self- invested pension plan (SIPP) and trading account from another provider (Company A) to Interactive Investor Services Limited (IISL). What happened In late April 2021, Mr B ... (4 pages)View decision -
Decision Reference DRN-4421808
26 Oct 2023 First Central Insurance Management Limited UpheldInsuranceDRN-4421808 The complaint Mr M has complained that First Central Insurance Management Limited is pursuing him for a debt for a car insurance policy Mr M says he didn’t set up. He is unhappy that First Central acknowledges two other policies were set up fraudulently, but not a third policy.... (4 pages)View decision -
Decision Reference DRN-3147951
24 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3147951 The complaint Mr S is a sole trader. He complains that Barclays Bank UK PLC wrongly declined his application for a Bounce Back Loan. What happened Mr S was an existing personal customer of Barclays and approached the bank for a Bounce Back Loan. Barclays declined Mr S’s request... (4 pages)View decision -
Decision Reference DRN1980462
5 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditB, a community association, complains that National Westminster Bank Plc credited a payment to its account that was due for its treasurer.backgroundThe treasurer of B had registered for mobile banking with NatWest to access the accounts of B. A business client of the treasurer wanted to ma... (2 pages)View decision -
Decision Reference DRN4166999
3 Dec 2018 Santander UK Plc Not upheldBanking and creditMr L complains that Santander UK Plc won’t refund to him the money that he paid for a car to be released from a compound. His complaint is made against Santander under the chargeback rules and section 75 of the Consumer Credit Act 1974. backgroundMr L says that hi... (2 pages)View decision -
Decision Reference DRN-4807995
4 Jun 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4807995 The complaint Mr C complains Acasta European Insurance Company unfairly declined a guarantee insurance claim. Acasta’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Acasta’s own. What happened In 2017 Mr C... (4 pages)View decision -
Decision Reference DRN-4818576
12 Feb 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-4818576 Complaint Mr K complains that Lex Autolease (“Lex”) unfairly failed to notify him of the additional tax charge that it passed onto him as part of a hire agreement. Background In March 2022, Mr K signed a regulated hire agreement with Lex in order to hire a brand- new car. T... (4 pages)View decision -
Decision Reference DRN-2928507
27 Oct 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2928507 The complaint Ms R and Mr R are unhappy about AXA Insurance UK Plc’s handling of a claim they made under their Van insurance policy. As Mr R was involved in the incident and has been dealing with the matter, for ease I will mainly refer to him in this decision. What happened Wh... (4 pages)View decision -
Decision Reference DRN-3989929
19 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3989929 The complaint Mr H complains that Starling Bank Limited withheld funds and registered information about him with the UK’s fraud database CIFAS. What happened Mr H had an account with Starling. In October 2020, Mr H received a payment from a third party. In November 2020 Mr H re... (4 pages)View decision -
Decision Reference DRN-4954585
23 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4954585 The complaint Mr H complains about poor service provided by National Savings and Investments (‘NS&I’) when he had difficulties accessing his account online and subsequently when he wanted to withdraw his money. What happened In January 2024, Mr H contacted NS&I with... (4 pages)View decision
