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 362195 results
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Decision Reference DRN-4310948
28 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4310948 The complaint N C complains HSBC UK Bank Plc (“HSBC”) made a mistake recording his name on his new debit card following a change of name. What happened N C changed his name by deed poll. He notified HSBC and is unhappy with the way his new name is now recorded on his debit card... (2 pages)View decision -
Decision Reference DRN-4637958
28 Mar 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4637958 The complaint Mr R complains about the end of contract charges following his hire agreement for a car with Stellantis Financial Services UK Limited (“Stellantis”) What happened Mr R entered into a hire agreement with Stellantis in August 2018 for a new car. When the agreement r... (3 pages)View decision -
Decision Reference DRN-4705104
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4705104 The complaint Miss N complains Barclays Bank UK PLC (Barclays) has registered a fraud marker against her on the national fraud database (CIFAS). She would like it to be removed. What happened In September 2022, Barclays received a report from another bank that a payment of almo... (7 pages)View decision -
Decision Reference DRN-4371961
28 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4371961 The complaint Mrs S complains Nationwide Building Society (“Nationwide”) delayed in opening an ISA account after making a mistake with her date of birth. Mrs S is assisted in bringing her complaint by her representative Mr S. What happened Nationwide delayed in moving Mrs S’s F... (2 pages)View decision -
Decision Reference DRN-4713499
28 Mar 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4713499 The complaint Dr C has complained about the quality of a car he acquired under a conditional sale with Close Brothers Limited trading as Close Brothers Motor Finance. What happened In May 2021 Dr C acquired a used car under a five-year conditional sale agreement with Close Brot... (4 pages)View decision -
Decision Reference DRN-4660259
28 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4660259 The complaint Mrs P is unhappy with several aspects of the service she received from National Westminster Bank Plc (“NatWest”) surrounding her request to transfer her ISA. What happened To briefly summarise: On 18 October 2023, Mrs P called NatWest and asked to transfer her fix... (3 pages)View decision -
Decision Reference DRN-4415828
28 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4415828 The complaint The estate of Mrs L complains Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) are unable to show where a cash ISA Mrs L held some years ago was paid. They are assisted in bringing this complaint by their representative Mrs R. What happened Mrs L passe... (3 pages)View decision -
Decision Reference DRN-3359820
28 Mar 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3359820 The complaint Mr H complains that Westerby Trustee Services Limited (‘Westerby’) failed in their duties when accepting his Self-Invested Personal Pension (‘SIPP’) application and facilitating the investments that were made. What happened Westerby has been represented by solicit... (44 pages)View decision -
Decision Reference DRN-4637150
28 Mar 2024 Scottish Widows Limited Not upheldInsuranceDRN-4637150 The complaint Mr O has complained about the customer service, in particular the lack of correspondence, he received from Scottish Widows Limited regarding a policy he took out in 2007. What happened The details of this complaint are well known to both parties, so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-4699385
28 Mar 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4699385 The complaint Mr A has complained that Great Lakes Insurance SE (‘Great Lakes’) unfairly declined his claim. What happened Mr A bought a train ticket cancellation insurance policy, underwritten by Great Lakes. Mr A’s train to the airport was cancelled and so he missed his fligh... (2 pages)View decision
