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 364862 results
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Decision Reference DRN-4745727
24 Apr 2024 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-4745727 The complaint Mrs T complains about CIGNA Europe Insurance Company SA-NV’s decision to turn down her global health insurance claim. She is represented by her power of attorney, Mr P. What happened Mrs T holds health insurance cover with CIGNA. After she was admitted to a nursin... (2 pages)View decision -
Decision Reference DRN-4701723
24 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4701723 The complaint E, a limited company, complains that Barclays Bank UK PLC didn’t do enough to recall a payment it sent in error. What happened E sent a faster payment of £6,800 on 22 September 2023 intended for its rent. The director realised he had sent this to the wrong account... (2 pages)View decision -
Decision Reference DRN-4552218
24 Apr 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4552218 The complaint Mr D complains that his credit score has been impacted as a result of a late payment marker recorded by American Express Services Europe Limited (“AESEL”). What happened Mr D holds a Vitality American Express Credit Card. In April 2023 Mr D was a victim of fraud. ... (3 pages)View decision -
Decision Reference DRN-4411986
24 Apr 2024 Connells Limited Not upheldMortgagesDRN-4411986 The complaint Mr M has complained about the service he received when he applied for a mortgage through Connells Residential, which is an appointed representative of Connells Limited. He says his first mortgage offer expired and he wasn’t informed, and then the second mortgage o... (4 pages)View decision -
Decision Reference DRN-4762040
24 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4762040 The complaint Mr F complains Santander UK Plc blocked then closed his account, without a reason or any warning. He wasn’t able to pay one of his direct debits and he’s concerned about his credit history. Mr F would like compensation. What happened The facts which led to Mr F br... (3 pages)View decision -
Decision Reference DRN-4691904
24 Apr 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4691904 The complaint Miss R complains about how her insurer, Chaucer Insurance Company Delegated Activity Company (Chaucer), dealt with a claim for damage to Miss R’s stock while being held in a facility operated by a storage firm (M). Chaucer use agents to administer the policy and t... (5 pages)View decision -
Decision Reference DRN-4288428
24 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4288428 The complaint The trustees of a trust, which I will refer to as T, complain about the actions of National Westminster Bank Plc when carrying out an account review process. What happened The following is intended only as a brief summary of events. T has a bank account with Natio... (2 pages)View decision -
Decision Reference DRN-4760282
24 Apr 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4760282 The complaint Mr and Mrs R complain that National Westminster Bank Plc: Gave them poor mortgage advice. Hasn’t provided phone call recordings they’ve asked for. What happened Mr and Mrs R have a mortgage with NatWest. In December 2021, they wanted to port – or transfer – the ... (9 pages)View decision -
Decision Reference DRN-4402697
24 Apr 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4402697 The complaint Mr N is unhappy with the performance of his pension with Scottish Widows Limited and the customer service it has provided. What happened The investigator set out the background to the complaint when he issued his recommendation. He didn’t uphold the complaint. I’v... (4 pages)View decision -
Decision Reference DRN-4761513
24 Apr 2024 Vitality Health Limited UpheldInsuranceDRN-4761513 The complaint Miss M has private medical insurance cover with Vitality Health Limited. She complains that Vitality made an error recording her activity points, and that this affected her credit card cashback. What happened Miss M has private medical insurance cover with Vitalit... (4 pages)View decision
