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 366874 results
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Decision Reference DRN-4609394
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4609394 The complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) acted inappropriately when it increased his overdraft limit twice in 2017. He also believes the bank failed to spot the unusual activity on his account or the fact that he was struggling with a ... (4 pages)View decision -
Decision Reference DRN-5047802
2 Oct 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5047802 The complaint Mr O complains that Amtrust Europe Limited unfairly declined a claim under his legal expenses insurance policy. Where I refer to Amtrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed... (3 pages)View decision -
Decision Reference DRN-4985434
2 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-4985434 The complaint Mr L has complained about his previous car insurer esure Insurance Limited (Esure). He wanted to cancel his policy but ended up having to cancel his direct debit. What happened On 7 January 2024, following an accident, Mr L found he no longer required his ins... (3 pages)View decision -
Decision Reference DRN-4955452
2 Oct 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4955452 The complaint Mr L’s complained that Aviva Life & Pensions UK Limited unfairly declined his critical illness claim after he suffered a stroke. Mr L appointed a representative part way through the complaint process. References to submissions and comments by Mr L include ... (3 pages)View decision -
Decision Reference DRN-5037429
2 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5037429 The complaint Mr F and Ms R complain that HSBC UK Bank PLC refused to register a change of address because Ms R’s signature did not match that held on its records. And that it wouldn't accept their evidence of Ms R's signature. What happened In May 2024 Mr F and Ms... (2 pages)View decision -
Decision Reference DRN-4937032
2 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4937032 The complaint Mr J complains that Santander UK Plc won't let him transfer the new account product to his existing Santander current account. What happened Mr J said he wanted to transfer his Santander current account into a new Santander 123 Lite Account (123) so as to... (3 pages)View decision -
Decision Reference DRN-5056293
2 Oct 2024 Equifax Limited UpheldConsumer CreditDRN-5056293 The complaint Mr B says Equifax Limited held incorrect data about him, which caused a credit application he made to be declined. What happened Mr B says he was declined for credit with a provider I’ll refer to as Company A. He says Company A referred to Equifax when it noti... (5 pages)View decision -
Decision Reference DRN-4939493
2 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4939493 The complaint Miss D complains about the quality of a car she has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened Miss D took receipt of a used car in July 2023. She financed the deal through an agreement with Startline. At... (3 pages)View decision -
Decision Reference DRN-4899556
2 Oct 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4899556 The complaint Mrs H and Mr H complained about Aviva Life & Pensions UK Limited (Aviva). They said they were not happy with the charges they paid to Aviva in relation to their investment bond. They said they were charged too much, and it eroded the value of their bond. Th... (4 pages)View decision -
Decision Reference DRN-4988449
2 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4988449 The complaint Mr J’s complaint is about a failed transfer from his Euro account to another Euro account with another bank. He says the money returned was EUR 2,000 less than the amount he sent. He wants his loss of funds reimbursed. What happened Mr J made a transfer from hi... (2 pages)View decision
