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 367300 results
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Decision Reference DRN-4769050
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4769050 The complaint Mr P complains that National Westminster Bank Plc closed his bank account without providing him with an explanation. Mr P is also unhappy that NatWest declined his application for a savings account and the service NatWest provided. Mr P says he has lost his job as... (4 pages)View decision -
Decision Reference DRN-4810891
22 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4810891 The complaint Miss C, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In November 2018, Miss C acquired a used car financed by a hire pu... (3 pages)View decision -
Decision Reference DRN-4793734
22 May 2024 Euroins AD UpheldInsuranceDRN-4793734 The complaint Ms M is unhappy that Euroins AD didn’t settle her travel insurance claim in full. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll instead focus on giving the reasons for my decision. What I’ve dec... (2 pages)View decision -
Decision Reference DRN-4716489
22 May 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4716489 The complaint Mr B is represented. He has two complaints in this service, to which Quilter Financial Services Ltd (‘Quilter’) is the respondent. The present complaint relates to pension transfer advice given to him in 2018. The other is about pension transfer advice given to hi... (7 pages)View decision -
Decision Reference DRN-4707448
21 May 2024 Evelyn Partners Investment Management Services Limited Not upheldPensions and AnnuitiesDRN-4707448 The complaint Mr S has complained that delays caused by Evelyn Partners Investment Management Services Limited trading as Bestinvest by Evelyn Partners (‘Bestinvest’) in the transfer and subsequent drawdown of a pension led to the funds not being paid before the end of the 2022... (4 pages)View decision -
Decision Reference DRN-4655454
21 May 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4655454 The complaint Mrs R complains about the interest charged to her account by MBNA Limited. What happened Mrs R entered a debt management plan in November 2020 via a third party (“GP”). The largest creditor in the debt management plan is MBNA. Mrs R conducts a reconciliation every... (3 pages)View decision -
Decision Reference DRN-4810277
21 May 2024 National House-Building Council UpheldInsuranceDRN-4810277 The complaint Mr and Mrs W complain that National House-Building Council (“NHBC”) have unfairly handled a claim under their building warranty. Any reference to NHBC includes respective agents or representatives that it has taken responsibility for. What happened The background ... (5 pages)View decision -
Decision Reference DRN-4793000
21 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4793000 The complaint Mrs B complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened The details of what happened are well known to both parties, so I w... (3 pages)View decision -
Decision Reference DRN-4807832
21 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4807832 The complaint Mr S complains that Barclays Bank UK Plc closed his account without notice. What happened Mr S had a current account with Barclays. In or about February 2023 Barclays carried out a review of the account. Having done so, it decided that it no longer wished to keep ... (2 pages)View decision -
Decision Reference DRN-4807121
21 May 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4807121 The complaint Mr H complains about The Prudential Assurance Company Limited’s delay in transferring his with-profits guaranteed annuity to the Britannia Retirement Scheme, a Qualifying Recognised Overseas Pension Scheme (QROPS) with New Zealand Britannia (NZ Britannia). What ha... (11 pages)View decision
