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 4269 results
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Decision Reference DRN1880616
31 May 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M and Mrs G have complained that The Royal Bank of Scotland Plc (RBS) mis-sold a Royalties packaged bank account to them in 1996. The account charges a monthly fee and provides several benefits in return.backgroundI attach my provisional decision of 29 April 2... (5 pages)View decision -
Decision Reference DRN-4735260
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4735260 The complaint Mr V complains that HSBC UK Bank Plc unfairly registered a default on his credit file, and they provided him with incorrect information. What happened Mr V says when he was working in England he held a HSBC credit card, and he continued to make repayments when liv... (4 pages)View decision -
Decision Reference DRN-3453165
29 Apr 2022 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-3453165 The complaint Mr S complains that Atlanta 1 Insurance Services Limited (trading as Autonet) mishandled his van insurance policy. Where I refer to Autonet, I include employees and others insofar as I hold Autonet responsible for their acts or omissions. What happened On 2 June 2... (5 pages)View decision -
Decision Reference DRN6112380
20 Feb 2018 Barclays Bank Plc UpheldBanking and creditMr S is unhappy with the customer service he’s received from Barclays Bank Plc after a fraudulent account was set up in his name. background Earlier this month I issued my provisional conclusions setting out this complaint and why I thought it would be fair for Barcla... (5 pages)View decision -
Decision Reference DRN0673595
20 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr W has complained that National Westminster Bank Plc (“NatWest”) mis-sold several packaged bank accounts to him under one account number – an Advantage Gold in 1998, an Advantage Gold in 2010 and a Select Platinum in 2013. He paid a monthly fee for the Advantage Gol... (5 pages)View decision -
Decision Reference DRN-3994618
6 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3994618 The complaint Mrs P complains about the way AXA Insurance UK Plc (AXA) has dealt with her claim following a road traffic accident. What happened In December 2021 Mrs P made a claim on her motor insurance policy following a no-fault traffic accident. Mrs P received a letter from... (4 pages)View decision -
Decision Reference DRN7572660
8 Apr 2020 TSB Bank plc Not upheldBanking and creditMr R complains that TSB Bank plc lost his telephone banking security code. He is unhappy that he has been unable to use telephone banking services.background Mr R called TSB on 2 August 2018 to ask whether a cheque had cleared. He was unhappy that he was not asked for digits from his telep... (4 pages)View decision -
Decision Reference DRN4626961
28 Mar 2018 Suffolk Life Pensions Limited UpheldInvestment and pensionsMr J has complained to Suffolk Life Pensions Limited about the delay in transferring his Self- Invested Personal Pension (SIPP). He’s also unhappy he’s been charged an annual fee and drawdown fee.background Mr J has a SIPP with a provider (from herein referred to as E) ... (4 pages)View decision -
Decision Reference DRN-4498427
2 Jan 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4498427 The complaint Miss T complains that Aviva Life & Pensions UK Limited has reduced the monthly benefits it pays her under an income protection insurance policy because it says it overpaid her during a three-month period. What happened The background to this complaint is well... (4 pages)View decision -
Decision Reference DRN-3057102
20 Sep 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3057102 The complaint Miss B is unhappy that Lloyds Bank PLC won’t refund disputed transactions made from her account and she’d like these refunded. What happened Miss B says that fraudulent transactions were carried out on her Lloyds account between the 2 and 7 October 2019 via online... (5 pages)View decision
