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-3800747
18 Nov 2022 Standard Life Savings Limited Not upheldPensions and AnnuitiesDRN-3800747 The complaint Mrs B complains that Standard Life Savings Limited delayed a request to transfer her pension fund to another provider. What happened Mrs B had a Self-Invested Personal Pension (SIPP) with Standard Life. She says it took Standard Life 12 weeks to comply with her in... (5 pages)View decision -
Decision Reference DRN2223429
1 Aug 2016 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr M has complained about the service Zenith Insurance plc provided following a claim on his motor insurance.backgroundZenith contacted Mr M to say that another driver’s insurer had accused Mr M of being at fault for an accident. Mr M told Zenith he hadn't be... (2 pages)View decision -
Decision Reference DRN9363056
11 Jan 2018 Covea Insurance plc Not upheldInsurance (excluding PPI)Mrs S is unhappy with the way Covea Insurance plc has settled a claim on her motor insurance policy. backgroundIn December 2016 a third party’s representative contacted Covea alleging Mrs S had hit his vehicle at a roundabout the previous month. Mrs S denied she was in... (2 pages)View decision -
Decision Reference DRN3167705
4 Oct 2017 HSBC Bank plc Not upheldBanking and creditMiss K complained that HSBC Bank Plc has failed to send her the right bank card and that it hadn’t resolved problems she had experienced using the Verified by Visa online payment method.backgroundThe bank cardMiss K contacted the bank when she received a bank card th... (2 pages)View decision -
Decision Reference DRN2502593
23 Oct 2014 Lloyds Bank PLC Not upheldBanking and creditMr F complains that shortly after opening a business account, Lloyds Bank PLC closed it without explanation or notice. He discovered the closure when he was trying to transfer money to the account. Mr F believes the bank should provide reasons for its decision, and is seeking c... (2 pages)View decision -
Decision Reference DRN-3716080
19 Oct 2022 Metro Bank PLC Not upheldMortgagesDRN-3716080 The complaint Mrs P and Mr P complain about the way Metro Bank PLC handled their application to port their mortgage and the early repayment charge they paid when they redeemed the mortgage. What happened In 2018 Mrs P and Mr P took out a five-year interest only mortgage with Me... (4 pages)View decision -
Decision Reference DRN-4738642
12 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4738642 The complaint Mr G complains about the way National Westminster Bank Plc handled a dispute he raised with it (‘NatWest’). What happened The parties are familiar with the background of this complaint – so I will only cover it briefly here. It reflects my informal remit. Mr G say... (4 pages)View decision -
Decision Reference DRN-5356630
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5356630 The complaint Mr O complains about the market value Admiral Insurance (Gibraltar) Limited placed on his car when settling a claim made under his motor insurance policy. What happened Mr O had a motor insurance policy underwritten by Admiral. In August 2024, Mr O’s car was d... (5 pages)View decision -
Decision Reference DRN6552489
25 Jun 2014 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs E complain that Lloyds Bank plc sent security information to their residential address rather than their correspondence address and will not change its processes to ensure that all future information goes to their correspondence address. backgroundIn October 2013, Mr E regis... (2 pages)View decision -
Decision Reference DRN8118408
12 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs S have complained that Lloyds TSB Bank Plc failed to inform them that it was unable to obtain a charge over their business partners’ property as security for lending to the partnership.backgroundIn 2006 Mr and Mrs S entered into a partnership with another married couple fo... (2 pages)View decision
