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-2100675
18 Sep 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-2100675The complaintMr Y, on behalf of Mrs Y, complains about how Nationwide Building Society has dealt with the Power of Attorney (PoA) that was registered on her account. What happenedMr Y says a PoA was registered on Mrs Y’s account in around 2016 having been previously registered w... (2 pages)View decision -
Decision Reference DRN2504726
17 Feb 2016 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK Plc unfairly recorded a default on his credit file without warning.backgroundMr C had an overdrawn current account with Santander. Santander says that, because of the length of time the overdraft debt had been outstanding, it closed the ac... (2 pages)View decision -
Decision Reference DRN3996837
25 May 2017 TSB Bank plc Not upheldBanking and creditMiss R complains that the TSB Bank plc failed to register her late mother’s power of attorney on her mother’s account in good time. She wants at least half of the cost of setting it up.backgroundIt appears that Miss R’s mother had asked for a power of attorney (‘P... (2 pages)View decision -
Decision Reference DRN-4340340
29 Nov 2023 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4340340 The complaint Mrs H complains that Mulsanne Insurance Company Limited should pay her claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a luxury sports utility vehicle, first registered in 2020. Mrs H had acquired the vehicle... (2 pages)View decision -
Decision Reference DRN3309838
19 Nov 2015 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs S have complained that National Westminster Bank Plc (NatWest) told them that they should keep their Advantage Gold account each time they had an account review. They don’t think this was in their best interests. Mr and Mrs S paid a monthly fee for the acco... (2 pages)View decision -
Decision Reference DRN-2222631
18 Jun 2021 Menage Pantano Limited Not upheldConsumer CreditDRN-2222631 The complaint Mr G complains about the way that a training course, provided by Menage Pantano Limited, trading as New Trades Career, was sold to him. What happened Mr G registered for a training course in September 2019 and he entered into a fixed sum loan agreement with a fina... (2 pages)View decision -
Decision Reference DRN3263923
10 Dec 2019 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr C has complained about Calpe Insurance Company Limited’s handling of a claim against his motor insurance policy.Reference to Calpe includes its agents.backgroundMr C’s wife, who is a named driver on his policy, bumped their car into another car when leaving a parking space (the accident... (2 pages)View decision -
Decision Reference DRN6413977
9 Jul 2015 Kensington Mortgage Company Limited Not upheldBanking and creditUnder the rules of the Financial Ombudsman Service, I am required to ask Miss L either to accept or reject my decision before date 10 August 2015. Simon Pugh ombudsman at the Financial Ombudsman ServicecomplaintMiss L complains that she has asked Kensington Mortgage Company Limite... (2 pages)View decision -
Decision Reference DRN2911930
22 May 2018 One Insurance Limited Not upheldInsurance (excluding PPI)Ms I’s unhappy with the way One Insurance Limited has handled an incident she notified it of on her motor insurance policy.backgroundMs I’s car was damaged while it was parked and she notified One Insurance. There was an independent witness and Ms I’s unhappy with the... (2 pages)View decision -
Decision Reference DRN6045038
27 Mar 2014 National Westminster Bank Plc Not upheldBanking and creditMiss M complains about the way National Westminster Bank Plc (“NatWest”) managed her accounts and that it registered defaults on her credit file.backgroundMiss M had a joint account with her partner. After their separation, Miss M told the bank about this. The account was overdrawn at ... (2 pages)View decision
