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 4568 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 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 -
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 DRN1749562
21 Oct 2013 Talos Securities Limited Not upheldInvestment and pensionsMr C complains that Talos Securities Limited, trading as Selftrade, introduced a management charge in 2009 without informing him. He says he was not aware of this until a further change to charging was made in May 2012. Mr C would like Selftrade to refund any charges already made and ... (2 pages)View decision -
Decision Reference DRN-3579070
7 Jul 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3579070 The complaint Mr G complains that Lloyds Bank PLC (Lloyds) won’t refund payments he made after falling victim to a scam. Mr G’s complaint was brought to us by representatives acting on his behalf. As the account is held in Mr G’s name, I’ll mainly refer to Mr G throughout the d... (6 pages)View decision -
Decision Reference DRN-5096217
23 Oct 2024 Clydesdale Bank Plc Not upheldPensions and AnnuitiesDRN-5096217 The complaint Mr A has complained about a transfer of his Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) stakeholder pension to an occupational scheme in 2012. Mr A’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process... (6 pages)View decision -
Decision Reference DRN3570247
30 May 2017 MBNA Limited Not upheldBanking and creditMr T has complained that MBNA Limited took too long to register a default on his credit card account after he got into financial difficulties.backgroundMr T became unable to make payments on his credit card account. He says he missed payments for a number of months ... (2 pages)View decision -
Decision Reference DRN4751391
26 Jan 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the valuation that UK Insurance Limited (trading as Churchill Car Insurance) (UKI) made on his car under his motor insurance policy after it was declared a total loss.backgroundUKI offered Mr B £43,670 for the pre-accident value of his car after i... (2 pages)View decision -
Decision Reference DRN9330662
8 Jul 2020 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about the service he received from British Gas Insurance Limited (BG) whenit wasn’t able to repair his boiler as the model wasn’t on its service list.backgroundMr S has for a number of years had a HomeCare policy from BG. In 2017 he had a newboiler fitted, and he assumed it ... (4 pages)View decision -
Decision Reference DRN1158247
11 Jul 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained about UK Insurance Limited’s (“UKI”) settlement of a third party claim against his policy despite the fact that he maintains that he was not in the area at the time of the incident. background UKI was contacted by a third party insurer to advise that its policyhold... (2 pages)View decision
