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 370149 results
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Decision Reference DRN-4763878
22 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4763878 The complaint The estate of Mr E has complained National Westminster Bank plc paid funeral expenses despite their instruction otherwise and didn’t refund an unauthorised payment of £600. What happened Mr E died on 13 January 2023. His daughter and son, Ms E and Mr E, hold le... (3 pages)View decision -
Decision Reference DRN-4963558
22 Aug 2024 Halifax Share Dealing Limited Not upheldInvestmentsDRN-4963558 The complaint Mr G complains that Halifax Share Dealing Limited (‘HSDL’) delays paying dividends to his nominated bank account. What happened Mr G has a nominee share account with HSDL. When HSDL receives dividends on the investments it holds for Mr G it first distributes th... (2 pages)View decision -
Decision Reference DRN-4544470
22 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4544470 The complaint Mr B and Mrs B complain about Aviva Insurance Limited’s (Aviva’s) decision to decline a claim for storm damage made under their building insurance policy. Any references to Aviva include its agents. What happened In November 2022 Mr B and Mrs B made a claim under ... (3 pages)View decision -
Decision Reference DRN-4955240
22 Aug 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4955240 The complaint Mr M has complained that FUND OURSELVES Limited (“Fund Ourselves”) gave him loans which were unaffordable. Mr M has also complained about the help and support offered to him after he informed Fund Ourselves he was having financial difficulties. What happened ... (8 pages)View decision -
Decision Reference DRN-4812513
22 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4812513 The complaint Mr L has complained that Barclays Bank UK PLC (“Barclays”) incorrectly opened a savings account, in his sole name, without his knowledge. Mr L says that he didn’t apply for the savings account to be opened and says that it was opened in error by Barclays. What ... (3 pages)View decision -
Decision Reference DRN-4952242
22 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4952242 The complaint Mr and Mrs K are unhappy with what Royal & Sun Alliance Insurance Limited (RSA) did after they made a claim on their legal expenses insurance policy. What happened In November 2023 Mr and Mrs K contacted RSA as Mrs K had been hurt in an accident and wanted ... (4 pages)View decision -
Decision Reference DRN-4690935
22 Aug 2024 Black Horse Limited Not upheldConsumer CreditDRN-4690935 The complaint Mr C complains that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (Black Horse) is of unsatisfactory quality and was mis-sold to him. What happened In April 2022, Mr C was supplied with ... (3 pages)View decision -
Decision Reference DRN-4842517
22 Aug 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4842517 The complaint Mr H complains that Aioi Nissay Dowa Insurance UK Limited (ANDI) unreasonably requested outstanding premium payments and cancelled his motor insurance policy. What happened Mr H held a motor insurance policy with ANDI. He paid his annual premium in monthly inst... (2 pages)View decision -
Decision Reference DRN-4906557
22 Aug 2024 Coutts & Company Not upheldBanking and PaymentsDRN-4906557 The complaint S, a limited company, complains that Coutts & Company didn’t process a payment on the day it was made leading to a loss of interest. What happened S says it wanted to transfer funds to its interest earning account at a different financial business. It initi... (3 pages)View decision -
Decision Reference DRN-4825035
22 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4825035 The complaint Mr K complains that HSBC UK Bank Plc won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions... (4 pages)View decision
