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 370904 results
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Decision Reference DRN-5091591
7 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5091591 The complaint Mrs A complains, as holder of a Power of Attorney (POA) on behalf of Mr A, that Lloyds Bank PLC wouldn’t add her to his bank account to replace their daughter as account holder. What happened Mrs A has POA for Mr A which Lloyds recorded in 2020 and Mr A held a... (3 pages)View decision -
Decision Reference DRN-4956148
7 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4956148 The complaint Mr S has complained about Bank of Scotland plc, regarding a number of matters. What happened A new security number was sent out for Mr S in error when he hadn’t ordered one. He felt distress about this and had to manually change it back. A fraudster then impers... (2 pages)View decision -
Decision Reference DRN-5085553
7 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5085553 The complaint Mr J complained that Admiral Insurance (Gibraltar) Limited disposed of his car without his consent during his claim under his motor insurance policy. What happened Mr J claimed for damage to his car. Admiral decided that his car was uneconomical to repair and ... (2 pages)View decision -
Decision Reference DRN-5073204
7 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5073204 The complaint Mr T complains that Santander UK Plc failed to close his credit card account and unfairly continued to apply monthly fees. What happened Mr T held a credit card with Santander and says that he closed the account with a nil balance in June 2023. Mr T was then su... (3 pages)View decision -
Decision Reference DRN-4961594
7 Nov 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4961594 The complaint Ms C is represented. She says a St. James’s Place Wealth Management Plc (‘SJP’) partner (‘the partner’) gave her unsuitable pension switch advice in 2012 and 2019. She claims redress for financial loss resulting from the advice and a refund of all advice fees ... (16 pages)View decision -
Decision Reference DRN-5044420
7 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5044420 The complaint Mr B was unhappy with the customer service / administration of his claim following damage caused by a leak in his property. He was insured by Royal & Sun Alliance Insurance Limited (“RSA”). What happened Mr B was unfortunate to suffer a leak in his property... (3 pages)View decision -
Decision Reference DRN-4939481
7 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4939481 The complaint Mr M complains that Nationwide Building Society has changed its mobile banking app provided to customers and this has removed features that were formerly of use to him. What happened Mr M said Nationwide replaced its ‘Android Banking App’ with one lacking a nu... (3 pages)View decision -
Decision Reference DRN-5130735
7 Nov 2024 AWP P&C S.A. UpheldInsuranceDRN-5130735 The complaint Mr and Mrs N have complained that AWP P&C SA (AWP) rejected a claim under their home emergency insurance policy when Mr N found himself and his children unable to get into their house because of a faulty lock. References to AWP include its agents and admin... (4 pages)View decision -
Decision Reference DRN-4833969
7 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4833969 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, cancelled his direct debit to a credit card without his knowledge, which caused him to go into arrears and incur charges, impacting his credit reference. What happened Mr H went to a branch of Halif... (3 pages)View decision -
Decision Reference DRN-5049669
7 Nov 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5049669 The complaint Mr A complains about the value Watford Insurance Company Europe Limited (“Watford”) paid him following a claim under his car insurance. When I mention Watford I also mean its assessors and engineers. What happened Mr A had a motor insurance policy with Watford ... (3 pages)View decision
