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 364862 results
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Decision Reference DRN-5124602
11 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5124602 The complaint Mr G complains Barclays Bank UK PLC unfairly closed his bank account and provided him with poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In late March 2024 Barclays p... (3 pages)View decision -
Decision Reference DRN-5204407
11 Dec 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-5204407 The complaint A company, which I’ll refer to as H, complain that Zempler Bank Limited trading as Cashplus Bank (Cashplus) unfairly restricted its business account. In bringing this complaint, H is represented by its director, who I’ll refer to as Miss L. What happened The ba... (4 pages)View decision -
Decision Reference DRN-5150287
11 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5150287 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited handled a claim she made on her home insurance policy for damage caused by subsidence. When the claim was initially made, there was a joint policyholder on the policy, Mr H. Sadly in 20... (3 pages)View decision -
Decision Reference DRN-5138900
11 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5138900 The complaint Mr S complains that Santander UK Plc approved a credit card for him together with a credit limit increase and he could not afford to make the repayments. What happened The card was approved for Mr S in March 2017 with an original credit limit of £2,200. Mr S co... (4 pages)View decision -
Decision Reference DRN-5167348
11 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5167348 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost when he says he fell victim to an investment scam. What happened Mr A says that he was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a privat... (4 pages)View decision -
Decision Reference DRN-5200435
11 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5200435 The complaint Mr H has complained about a transfer of his personal pension with The Prudential Assurance Company Limited to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in November 2014. Mr H says he has lost out financially as a result. Mr H says Pru... (8 pages)View decision -
Decision Reference DRN-5094200
11 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5094200 The complaint Mr G and Ms F complain The Royal Bank of Scotland plc (RBS) failed to send a notification to both parties of the joint bank account when a debit card transaction was declined. What happened Mr G says in mid-August 2024 a debit card payment from their joint acco... (2 pages)View decision -
Decision Reference DRN-5204201
11 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5204201 The complaint Mr W complains that Accelerant Insurance Europe SA/NV UK Branch (Accelerant) has unfairly concluded it won’t cover the cost certain repairs to a property following a fire. What happened Mr W is the owner of a flat. The block is insured by a housing association ... (4 pages)View decision -
Decision Reference DRN-4858690
11 Dec 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4858690 The complaint Mr H complains about the service (and administration) of his investment by The Prudential Assurance Company Limited, referred to as “Prudential”. To put things right, he’d like answers to his questions and compensation for the distress and inconvenience caused... (7 pages)View decision -
Decision Reference DRN-5204697
11 Dec 2024 Redmayne-Bentley LLP Not upheldPensions and AnnuitiesDRN-5204697 The complaint Mr A’s complaint concerns investments made in a stockbroking account provided by Redmayne-Bentley LLP (Redmayne-Bentley), held in a self-invested personal pension (SIPP), which was provided by another business. A representative has made the complaint on Mr A’s ... (7 pages)View decision
