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 DRN-3704868
8 Mar 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-3704868 The complaint Mr P complains that ReAssure Life Limited failed to warn him about the risks involved in a pension transfer he was making to the Tallton Place Pension Scheme (“the Scheme”), set up by Ark Commercial Pension Planning LLP, in March 2011. The Scheme was subsequently ... (8 pages)View decision -
Decision Reference DRN8165420
6 Mar 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMrs R complains that The Royal Bank of Scotland plc (“RBS”) refuses to acknowledge her status as a party to a joint mortgage account and co-mortgagor.background Mrs R brings this complaint through her daughter who has a lasting power of attorney.Mrs R and her former partner jointly o... (3 pages)View decision -
Decision Reference DRN3454109
13 Apr 2016 Octagon Insurance Company Limited Not upheldInsurance (excluding PPI)Miss B complains about the level of service provided by Octagon Insurance Company Limited when she made a claim under her motor insurance policy. She wants answers to her questions.backgroundMiss B was involved in an incident which she says wasn’t her fault. Octag... (3 pages)View decision -
Decision Reference DRN-1374198
8 May 2020 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-1374198 The complaintMiss H complains that The Co-operative Bank plc( Co-op) unfairly registered a default on her credit file. What happenedMiss H says Co-op registered a default on her credit file in 2016 when she had told it about her financial problems and that she had approached a ... (2 pages)View decision -
Decision Reference DRN7310887
2 Apr 2020 Accord Mortgages Limited Not upheldBanking and creditThis complaint is about a mortgage in the names of Mr C1 and Mr C2 taken out with Accord Mortgages Limited. Mr C1, who has dealt with the complaint throughout, says that Accord has overcharged interest on the mortgage account. Mr C1 wants the excess interest refunded and compensation of £2... (3 pages)View decision -
Decision Reference DRN9304741
20 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMrs C has complained that National Westminster Bank Plc (NatWest) mis-sold her an advantage gold bank account taken out in January 1999. This was a packaged bank account (PBA).backgroundMrs C had originally held a fee free account with her late husband. The account is n... (2 pages)View decision -
Decision Reference DRN-4024524
30 Mar 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4024524 The complaint Mr K says Hastings Insurance Services Limited made an error when amending his motor insurance policy and that it wouldn’t honour the quote it gave him due to the error. What happened Mr K took the policy out in June 2022. He tried to get a quote for a new car in A... (2 pages)View decision -
Decision Reference DRN9136968
4 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMr N has complained that Barclays Bank Plc (“Barclays”) mis-sold an Additions Active packaged bank account to him in 2012. Mr N has used a claims management company (CMC) to bring this complaint to us.backgroundOne of our adjudicators has looked into Mr N’s complaint a... (2 pages)View decision -
Decision Reference DRN1470184
18 Jun 2015 TSB Bank plc Not upheldBanking and creditMr G has complained that TSB Bank plc mis-sold a Gold packaged bank account to him in 2001, and a Platinum account in 2004. He paid monthly fees for the accounts, which offered a number of benefits in return.Mr G also complained to TSB about a Silver packaged ... (3 pages)View decision -
Decision Reference DRN5543801
29 Jan 2020 Bank of Scotland Plc UpheldBanking and creditMr H has complained about his treatment by Bank of Scotland plc (‘the bank’) when it said his account with the bank had received a fraudulent payment. backgroundThe bank wrote to Mr H in those terms in early July 2018. It said it would be closing the account (or ‘withdrawing facilities’) 6... (3 pages)View decision
