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 367300 results
-
Decision Reference DRN-5055715
2 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5055715 The complaint Miss and Mr D complain National Westminster Bank Plc (“NatWest”) significantly delayed releasing their funds held in a joint savings account after it closed the account. They’re also unhappy with the service NatWest provided particularly in branch. To put thing... (6 pages)View decision -
Decision Reference DRN-4974761
2 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4974761 The complaint Mr and Mrs H complain Nationwide Building Society (“Nationwide”) unfairly closed their accounts as punishment for raising complaints with this service and the Information Commission’s Office (“ICO”) - and did so without explanation. They add that in doing so, N... (4 pages)View decision -
Decision Reference DRN-5112077
2 Nov 2024 Castle Trust Capital PLC UpheldBanking and PaymentsDRN-5112077 The complaint Ms B complains about how Castle Trust Capital PLC dealt with her Individual Savings Account (ISA) and that she wasn’t given appropriate advice about payment deadlines. What happened Ms B opened a Castle ISA in March 2022 and says she was told there was a 14-day... (3 pages)View decision -
Decision Reference DRN-5116713
2 Nov 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5116713 The complaint Mr and Mrs P are complaining about the way Automobile Association Insurance Services (‘AAIS’) Limited handled the initial administration of a claim they made on Mrs P’s car insurance policy. What happened In July 2023 telephoned to make a claim for a non-fault ... (4 pages)View decision -
Decision Reference DRN-5121753
2 Nov 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5121753 The complaint The estate of Mrs R complains that National Savings and Investments (NS&I) has been unable to provide evidence of what happened to a Bond opened in about 1992. The estate is represented by Mrs G. What happened The Bond was opened in 1992 and transferred to ... (2 pages)View decision -
Decision Reference DRN-4965715
2 Nov 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4965715 The complaint Mr N is complaining about the way FAIRMEAD INSURANCE LIMITED (‘Fairmead’) handled a claim he made on the commercial property insurance policy that covered his building. Fairmead appointed a loss adjustor to handle the claim on its behalf, but for ease of refere... (3 pages)View decision -
Decision Reference DRN-4717191
1 Nov 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4717191 The complaint Mr P complains that Red Sands Insurance Company (Europe) Limited (“Red Sands”) has unfairly declined a claim for damage to his conservatory. What happened In December 2022, Mr P noticed a leak in the roof of his conservatory, which had been built in 2017. The b... (4 pages)View decision -
Decision Reference DRN-4942819
1 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4942819 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in a job scam. What happened What Mr Y says: Mr Y is represented by a third-party claims firm. He was looking for extra work to add to his income, and had applied for several jobs online. He ... (7 pages)View decision -
Decision Reference DRN-4989396
1 Nov 2024 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4989396 The complaint Mr C complained about advice he was given, in 2011, about transferring the benefits of a deferred defined-benefit (DB) occupational pension scheme to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial... (8 pages)View decision -
Decision Reference DRN-4752712
1 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4752712 The complaint Mrs H complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. What happened The background of... (4 pages)View decision
