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 375119 results
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Decision Reference DRN-5229871
16 Jan 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5229871 The complaint Mr G has complained that Fortegra Europe Insurance Company Ltd (Fortegra) unfairly declined a claim under a furniture warranty. What happened Mr G contacted Fortegra to make a claim for damage to his sofa. He said his cats had scratched both of his sofas while... (2 pages)View decision -
Decision Reference DRN-5235390
16 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5235390 The complaint Mr R complains Nationwide Building Society took too long to process one of his payments – which caused him a lot of distress – and has told him he might want to consider banking elsewhere given the number of complaints he’s made. What happened Mr R has an accou... (2 pages)View decision -
Decision Reference DRN-5241913
16 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5241913 The complaint Mr A has complained that Advantage Insurance Company Limited unfairly cancelled his intended policy when it asked him to provide details of his No Claims Discount (NCD), driving licence and vehicle registration document – V5C (V5). References to Advantage incl... (5 pages)View decision -
Decision Reference DRN-5241311
16 Jan 2025 Newcastle Building Society Not upheldBanking and PaymentsDRN-5241311 The complaint Mrs H complains that Newcastle Building Society (NBS) has provided misleading and inconsistent information about her fixed rate ISAs. What happened Mrs H opened a fixed rate ISA with NBS on 22 June 2022. This matured on 25 July 2024, and she transferred the bal... (4 pages)View decision -
Decision Reference DRN-5227301
16 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5227301 The complaint Mrs D, Ms D and Mr D complain that Legal and General Assurance Society Limited (L&G) has turned down a terminal illness benefit claim Mr D made on a life assurance policy. As Mr D made the claim and brought the complaint to us, I’ve referred mainly to him t... (4 pages)View decision -
Decision Reference DRN-5211320
16 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5211320 The complaint Mr and Mrs T complain that National Westminster Bank Plc delayed applying a default to their joint current account. What happened Mr and Mrs T had a joint current account with NatWest, which had an arranged overdraft of £4,000. In July 2003, Mr and Mrs T began ... (3 pages)View decision -
Decision Reference DRN-5184486
16 Jan 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5184486 The complaint Mr C complains that Charter Court Financial Services Limited trading as Charter Savings Bank made errors with a Cash ISA transfer request resulting in loss and inconvenience. What happened Mr C explains that he wanted to transfer his Cash ISA to another provide... (3 pages)View decision -
Decision Reference DRN-5108722
16 Jan 2025 Close Asset Management Limited UpheldPensions and AnnuitiesDRN-5108722 The complaint Ms F complains about the performance of her pension whilst it was being managed by Close Asset Management Limited trading as Close Brothers Asset Management. She thinks Close Brothers failed to accurately ascertain her needs and objectives, and she says she has... (9 pages)View decision -
Decision Reference DRN-5266126
16 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5266126 The complaint Mrs C complains that Nationwide Building Society (NWide) cannot trace her savings account. What happened Mrs C had a savings account with the Dunfermline Building Society (DBS). DBS was acquired by NWide and DBS accounts were transferred into it in 2014. Mrs C’... (3 pages)View decision -
Decision Reference DRN-5219378
16 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5219378 The complaint Ms S complains that Admiral Insurance (Gibraltar) Limited is pursuing her to repay her car’s salvage value following a claim made on her motor insurance policy. What happened Ms S’s car was damaged in an accident whilst being driven by the named driver on her ... (2 pages)View decision
