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 370903 results
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Decision Reference DRN-4939485
11 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4939485 The complaint Miss R complains that National Westminster Bank Plc unfairly closed her account and mishandled her complaint about this. What happened A summary of what happened is below: Miss R held account with NatWest. In March 2023 they wrote to her to let her know they’... (3 pages)View decision -
Decision Reference DRN-5012496
11 Sep 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5012496 The complaint Miss G complains that TSB Bank plc (“TSB”) lent to her irresponsibly when it provided her with a credit card (and later when it increased the limit) and that this lending means she is now in a large amount of debt which in turn has affected her mental health. ... (5 pages)View decision -
Decision Reference DRN-4989996
11 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4989996 The complaint Mr S complains that Revolut Limited (‘Revolut’) won’t refund money he lost and about the service he received. What happened Mr S says that he agreed to pay for adult services but as the booking process went on, he was asked for more funds. He made five payment... (3 pages)View decision -
Decision Reference DRN-4278369
11 Sep 2024 myPOS Payments Limited Not upheldBanking and PaymentsDRN-4278369 The complaint B, a limited company complains that myPOS Payments Limited (MPP) blocked its account and held the funds in the account for 180 days without giving a reason. B is also unhappy that MPP wouldn’t release the funds to a personal account and then used the funds to p... (5 pages)View decision -
Decision Reference DRN-5004382
11 Sep 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5004382 Complaint Mr B complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and he wasn’t asked to provide bank statements o... (3 pages)View decision -
Decision Reference DRN-4863728
10 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4863728 The complaint Mr A complained that his claim for storm damage was unfairly declined by Lloyds Bank General Insurance Limited (“Lloyds”) under his home insurance policy. What happened Mr A made a claim when a storm caused the felt from his flat roof to blow-off. Mr A said the... (2 pages)View decision -
Decision Reference DRN-5014553
10 Sep 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5014553 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) PLC (Toyota FS) was of an unsatisfactory quality. What happened In March 2023 Mr E was supplied with a used car through a hire purchase agreement with... (5 pages)View decision -
Decision Reference DRN-4938576
10 Sep 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4938576 The complaint Mrs F complains that Zurich Assurance Limited (Zurich) then trading as Allied Dunbar misadvised her to take out a Free Standing Additional Voluntary Contribution pension plan (FSAVC), causing her losses. She wants to be put back in the position she should have ... (5 pages)View decision -
Decision Reference DRN-5014721
10 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5014721 The complaint Mr G was unhappy with the cash settlement paid by Admiral Insurance (Gibraltar) Limited (“Admiral”) for his written off car under his motor insurance policy. What happened Mr G made a claim when fire caused damage to his car. Admiral reviewed the claim and deci... (3 pages)View decision -
Decision Reference DRN-4971512
10 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4971512 The complaint Mr P complains that Nationwide Building Society (‘NBS’) failed adequately to warn him about the risk of incurring a tax liability when he moved his money to a new account. What happened Mr P held a six figure amount of savings in an Individual Savings Account ... (3 pages)View decision
