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 363152 results
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Decision Reference DRN-4982871
4 Oct 2024 Secure Trust Bank Plc Not upheldBanking and PaymentsDRN-4982871 The complaint Mrs. B complains that Secure Trust Bank PLC (STB) applied funds sent to it in error to her ISA before returning them and then refused to refer the matter to HMRC in respect of the tax implications. What happened In September 2023 Mrs B successfully applied for... (2 pages)View decision -
Decision Reference DRN-5030564
4 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5030564 The complaint Mr L has complained about his car insurer Advantage Insurance Company Limited because it declined his claim for theft of his stolen vehicle. What happened Mr L was out with friends in a National Park. They parked in a layby, when they returned to their cars, ... (2 pages)View decision -
Decision Reference DRN-4992603
4 Oct 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992603 The complaint Ms S complains Nvayo Limited (“Nvayo”) hasn’t returned money she deposited into her account. Ms S wants her money released. What happened Ms S has an account with Nvayo. In July 2023, Ms S transferred £13,000 into her account and then converted this into USD. ... (4 pages)View decision -
Decision Reference DRN-5062990
4 Oct 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5062990 The complaint Ms D complains that Shawbrook Bank Limited didn’t allow her to remove her money from a matured bond and she missed an investment opportunity. What happened Ms D says her fixed rate bond with Shawbrook matured on 1 September 2023. She moved the funds to an easy... (2 pages)View decision -
Decision Reference DRN-5047639
4 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5047639 The complaint Mr C complains about problems experienced in branch with Santander UK Plc when trying to transfer funds. Mr C also complained about difficulties and delays when trying to set up the voice ID service. What happened Mr C wanted to complete various transfers from... (2 pages)View decision -
Decision Reference DRN-4947796
4 Oct 2024 BISL Limited Not upheldInsuranceDRN-4947796 The complaint Mr M complains that BISL Limited failed to act on his instructions to cancel his motor insurance policy. What happened Mr M purchased insurance for his car on 4 September 2023. BISL are the administrators of the policy. The policy was set up to be paid monthly ... (3 pages)View decision -
Decision Reference DRN-5056677
4 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5056677 The complaint Mr L complains that National Westminster Bank Plc has declined to refund payments he says he didn’t make or allow anyone else to make. Mr L is also unhappy with the level of customer service that he’s received and says he’s been discriminated against. What happ... (4 pages)View decision -
Decision Reference DRN-5003794
4 Oct 2024 West Bay Insurance Plc UpheldInsuranceDRN-5003794 The complaint Mr W complains about West Bay Insurance Plc’s settlement of his claim for replacement of a chipped car windscreen. What happened The background to this complaint is complicated, but it’s very well known to both parties. So, I’ll provide only a brief summary her... (4 pages)View decision -
Decision Reference DRN-5036981
4 Oct 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5036981 The complaint Mrs B complains that American Express Services Europe Limited (AESEL) (“Amex”) has refused to allow her to cancel her Platinum credit card and receive a pro-rata refund of the annual fee she paid. She further complains that she has been unable to use some of th... (3 pages)View decision -
Decision Reference DRN-4834800
4 Oct 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4834800 The complaint Mr M complains about the quality of a car supplied to him by MotoNovo Finance Limited (“MotoNovo”). What happened I sent Mr M and MotoNovo my provisional findings on this complaint on 30 August 2024. A copy of that decision is attached and forms part of this fi... (8 pages)View decision
