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 4385 results
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Decision Reference DRN4781091
31 May 2018 Barclays Bank Plc UpheldInvestment and pensionsMrs K complains about problems her representative encountered when trying to log on to her Barclays Bank PLC share dealing account in late August 2017. As a result of the problems accessing her account, Mrs K says she missed out on a trading opportunity.Mrs K is repre... (4 pages)View decision -
Decision Reference DRN5495452
7 Dec 2017 Sequant Capital Limited Not upheldInvestment and pensionsMr and Mrs B complain, through a claims management company (CMC). The complaint is about the advice given by Sequant Capital Limited to invest in Contract for Difference (‘’CFDs’’).They think the advice was unsuitable, and the risks of CFD trading were misrepresented.... (4 pages)View decision -
Decision Reference DRN-4037261
1 Aug 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4037261 The complaint Dr D complains National Westminster Bank Plc (“NatWest”) have made a number of mistakes in relation to the credit card account she held with them. What happened When Dr D complained to us, in November 2022, she told us her concerns were Nat West had shown double s... (3 pages)View decision -
Decision Reference DRN-4873400
29 Jun 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4873400 The complaint Mr T complains that Haven Insurance Company Limited mishandled his clam on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van made by a large vehicle-maker with a diesel engine and first registered in Ma... (4 pages)View decision -
Decision Reference DRN-5199867
10 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5199867 The complaint Mr B complains Accelerant Insurance Europe SA/NV UK Branch (“A”) has declined to settle a buildings insurance claim against his commercial property insurance policy in full. For ease of reading references to Mr B include the actions of his wife and references ... (4 pages)View decision -
Decision Reference DRN4875683
24 Feb 2016 Santander UK Plc Not upheldBanking and creditMiss H complains that Santander UK plc mishandled her attempts to repay her credit card debt, which affected her credit file. She also complains about the interest rates and charges applied on her account.backgroundMiss H had a credit card account with Santander, whi... (4 pages)View decision -
Decision Reference DRN-2631497
15 Mar 2021 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-2631497 The complaint Miss B has complained that Accredited Insurance (Europe) Ltd unfairly voided her home insurance policy (treated it as though it had never been in place) and required her to repay the cost of her flood claim. She’s also unhappy with the way the claim was handled. ]... (4 pages)View decision -
Decision Reference DRN-3073189
25 May 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3073189 The complaint This complaint has been brought by the estate of Mr G and is about how Nationwide Building Society dealt with a request for the date of death figures for Mr G’s account. The estate is represented here by the executors, Mr and Mrs G, who were the late relatives of ... (4 pages)View decision -
Decision Reference DRN0520448
28 Oct 2015 Zenith Insurance plc UpheldInsurance (excluding PPI)Mrs D has complained that Zenith Insurance plc’s service to her was poor when she made a claim under her motor policy after her car was stolen.backgroundMrs D’s car was stolen following a break in at her home and she made a claim to Zenith.Mrs D’s car was discove... (4 pages)View decision -
Decision Reference DRN6159009
15 Apr 2015 Financial Administration Services Limited UpheldInvestment and pensionsMr and Mrs T have complained about Financial Administration Services Limited (“Fidelity”) because of delays in transferring some of their investments to another investment platform. Because of the delays, the investments were not in place with the new platform in time ... (5 pages)View decision
