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 364422 results
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Decision Reference DRN-4745911
26 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4745911 The complaint The estate of Mr R has complained that National Westminster Bank Plc gave them incorrect information about a bank account. What happened The late Mr R died in January 2020. Solicitors (whom I’ll call “E”) wound up his estate. The gross value of the estate in Janua... (2 pages)View decision -
Decision Reference DRN-4803815
26 Jun 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4803815 The complaint Mr L complains about the price charged by AXA Insurance UK Plc (“AXA”) to renew his car insurance policy. What happened Mr L received a quote to renew his policy which he says was higher than what he’d paid the previous year. He also says the renewal invite referr... (3 pages)View decision -
Decision Reference DRN-4756772
26 Jun 2024 Leeds Building Society UpheldMortgagesDRN-4756772 The complaint Mr S complains that Leeds Building Society unfairly and incorrectly took legal action for possession of his shared ownership property. He says Leeds didn’t act promptly and fairly to resolve matters when he contacted it. Mr S says this resulted in legal costs bein... (5 pages)View decision -
Decision Reference DRN-4852946
26 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4852946 The complaint Mr D complains that NewDay Ltd trading as John Lewis Credit Card has prevented his bank carrying out account checks. What happened Mr D says he tried to set up a payment to NewDay for his credit card account. He says his bank gave him a warning that the account he... (2 pages)View decision -
Decision Reference DRN-4603926
26 Jun 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4603926 The complaint H, a charity, complains that PayPal (Europe) Sarl et Cia SCA unreasonably withheld 90% of their income, with no prior notice. They’d like to be compensated for the lack of access to the funds. What happened The facts of this case are well known to both parties, an... (3 pages)View decision -
Decision Reference DRN-4874937
26 Jun 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4874937 The complaint Miss W complains that London & Colonial Services Limited (‘L&C’) allowed her to transfer monies from an existing pension arrangement into an L&C Self-Invested Personal Pension (‘SIPP’) and to invest in a Store First Limited (‘Store First’) investment. ... (54 pages)View decision -
Decision Reference DRN-4870313
26 Jun 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4870313 The complaint Mr D and Miss B are unhappy with the way Advantage Insurance Company Limited handled a motor insurance claim. My references to Advantage include their agents. What happened Mr D has a motor insurance policy with Advantage and Miss B is a named driver. In September... (2 pages)View decision -
Decision Reference DRN-4499947
26 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4499947 The complaint Mr P complains that Nationwide Building Society (“Nationwide”) closed his account without notice and that it was unable to provide him with sufficient information when he contacted it about this. What happened Mr P had a current account with Nationwide. In August ... (3 pages)View decision -
Decision Reference DRN-4311835
26 Jun 2024 Investec Wealth & Investment Limited Not upheldInvestmentsDRN-4311835 The complaint Mr and Mrs L complain that they are being asked by Investec Wealth & Investment Limited (Investec) to pay for a financial report, with recommendations that haven’t met their requirements. What happened Mr and Mrs L initially met with an Investec adviser in Mar... (3 pages)View decision -
Decision Reference DRN-4770004
26 Jun 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4770004 The complaint Mr W complained that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance (“Novuna”), acted unfairly and unreasonably by participating in an unfair credit relationship with him and turning down his claim under s.75 of the Consumer Credit Act 1974 (“CCA... (5 pages)View decision
