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 4563 results
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Decision Reference DRN6170406
30 Jan 2019 Nationwide Building Society UpheldBanking and creditMr M says Nationwide Building Society (Nationwide) said it would close a current account he held with his ex-wife but failed to do so. He thinks this enabled his ex-wife to be able to withdraw funds he had deposited from another linked joint account. backgroundI issue... (3 pages)View decision -
Decision Reference DRN-3204438
17 Dec 2021 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3204438 The complaint Mr P complains that TransUnion International UK Limited (TransUnion) keep removing his electoral roll information from his credit report. What happened Mr P has had ongoing issues with his electoral roll information not showing on his credit report. In September ... (4 pages)View decision -
Decision Reference DRN1520067
10 Feb 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintThe estate of Mrs W has complained that Lloyds Bank PLC won’t refund unauthorised transactions on her account.Mrs G is the executor and authorised representative for the estate.BackgroundMrs W had a stroke, which made her dependent on her family for help. She gave her debit card a... (4 pages)View decision -
Decision Reference DRN-4436490
29 Nov 2023 Simplyhealth Access Not upheldInsuranceDRN-4436490 The complaint Mr and Mrs G complain about the way that Simplyhealth Access administered their dual- registered ‘Simply Cash’ insurance policies. What happened Mr and Mrs G each held dual-registered ‘Simply Cash’ cashback insurance policies for many years, which provided cashbac... (4 pages)View decision -
Decision Reference DRN4829122
8 Sep 2016 National Westminster Bank Plc Not upheldBanking and creditMs K has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 1999.backgroundOne of our adjudicators has looked into Ms K’s complaint already and he didn’t think that NatWest mis-sold the packaged accoun... (3 pages)View decision -
Decision Reference DRN-2889742
13 Jul 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2889742 The complaint Mrs L complains that National Westminster Bank Plc (NatWest) defaulted her loan account and advised late payments to credit reference agencies. What happened Mrs L took a loan of £15,000 from NatWest in August 2019. The repayments were £312.67 a month. She missed ... (3 pages)View decision -
Decision Reference DRN-5176271
29 Nov 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5176271 The complaint Mr M complains that Accelerant Insurance Europe SA mishandled his claim on a taxi insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an estate car, made by a premium-brand car maker and first registered in 2017.... (4 pages)View decision -
Decision Reference DRN-2338989
12 Nov 2020 Gefion Insurance A/S Not upheldInsuranceDRN-2338989 The complaint Mr B complains that Gefion Insurance A/S incorrectly settled a third party claim on his car insurance policy, without his knowledge. What happened In June 2019 Mr B contacted Gefion about renewing his car insurance with it. He’d been driving a year and had bought ... (6 pages)View decision -
Decision Reference DRN-4705104
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4705104 The complaint Miss N complains Barclays Bank UK PLC (Barclays) has registered a fraud marker against her on the national fraud database (CIFAS). She would like it to be removed. What happened In September 2022, Barclays received a report from another bank that a payment of almo... (7 pages)View decision -
Decision Reference DRN-2437377
16 Dec 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-2437377 The complaint Miss N’s unhappy Calpe Insurance Company Limited have turned down her claim on her motor insurance policy – and have avoided the policy as well. A representative has been used to help bring this complaint, but for simplicity I’ll just refer to Miss N in this decis... (4 pages)View decision
