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 4395 results
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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-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 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-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-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-4459500
19 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4459500 The complaint Mr H complains that The Co-operative Bank Plc (“Co-op”) have declined to reimburse him after he lost £7,495.25 to an authorised push payment (APP) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in det... (4 pages)View decision -
Decision Reference DRN5663069
23 Jun 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMr W complains, in summary, that Shop Direct Finance Company Limited, trading as very,won’t agree to write off his account balance, and that it contacted his Victim Support Officerwithout his knowledge and consent.background Mr W opened a credit account with very in Sep... (4 pages)View decision -
Decision Reference DRN5418194
18 Sep 2015 VS1 Payment Services Limited Not upheldBanking and creditMiss F complains that she has been the victim of fraud and wants VS1 Payment Services Limited (VS1) to reimburse her the money she has lost.backgroundThe circumstances leading to this complaint and my initial conclusions are set out in my provisional decision of July 20... (5 pages)View decision -
Decision Reference DRN-3385307
21 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3385307 The complaint Mr G has complained to this service about esure Insurance Limited (Esure) because he said Esure allowed someone else to use his personal details to set up a policy in his name, on which it dealt with claims, before cancelling it and demanding Mr G pay over £900 of... (3 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
