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 367928 results
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Decision Reference DRN-4747331
30 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4747331 The complaint Mr K complains that Nationwide Building Society (“Nationwide”) is holding him responsible for a current account which he says he didn’t apply for. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In b... (2 pages)View decision -
Decision Reference DRN-4803420
30 May 2024 Vanquis Bank Limited Not upheldInvestmentsDRN-4803420 The complaint Mr C complains Vanquis Bank Limited has made it unreasonably difficult for him to amend his contact details with respect to the savings he holds with the bank. What happened Mr C holds fixed-term savings products with Vanquis. In late 2023, he began experiencing i... (3 pages)View decision -
Decision Reference DRN-4426826
30 May 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4426826 The complaint Mr S is unhappy with Ikano Bank AB (publ) (“Ikano’s”) response to his claim brought under s.75 of the Consumer Credit Act 1974 relating to furniture he purchased using a fixed sum loan. What happened In February 2022 Mr S bought furniture from a supplier I’ll call... (3 pages)View decision -
Decision Reference DRN-4718893
30 May 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4718893 The complaint Mr B has complained to ReAssure Limited about the decreasing value of the flexible drawdown policy he holds with it. What happened The investigator who considered this matter set out the background to the complaint in her assessment of the case. I’m broadly settin... (5 pages)View decision -
Decision Reference DRN-4769071
30 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4769071 The complaint Miss B complains that Royal and Sun Alliance Insurance Limited unfairly declined a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car. In late November 2021, Miss B got the car on a lease from a provider o... (3 pages)View decision -
Decision Reference DRN-4728567
30 May 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4728567 The complaint Mr M’s representative has complained that Pi Financial Ltd gave him unsuitable advice to transfer an existing stakeholder pension policy to a Self Invested Personal Pension (SIPP), saying that this has caused him significant losses. What happened The investigator ... (8 pages)View decision -
Decision Reference DRN-4778320
30 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4778320 The complaint Mr and Mrs T complain about how Barclays Bank UK PLC dealt with their chargeback dispute about holiday accommodation. What happened Mr and Mrs T have a joint current account with Barclays. In August 2022, Mr T used his Barclays debit card to pay for a ground floor... (2 pages)View decision -
Decision Reference DRN-4669651
30 May 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4669651 The complaint Ms W has said HSBC UK Bank Plc acted irresponsibly when it provided her with two separate loans in 2018 and 2021. Ms W is represented by a complaints management company (“CMC”). For the sake of clarity when I refer to Ms W I mean both her and her representative. B... (3 pages)View decision -
Decision Reference DRN-4824212
30 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4824212 The complaint Miss R is unhappy that National Westminster Bank Plc (“NatWest”) sent an email to an incorrect email address, which she feels is a breach of her personal data. What happened On 31 August 2023, NatWest sent an email to Miss R. However, NatWest sent the email to an ... (2 pages)View decision -
Decision Reference DRN-4812128
30 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4812128 The complaint Miss H said she cancelled the direct debit for one mortgage she holds with Barclays Bank UK PLC, after it was repaid. But somehow this meant that a second mortgage she has with Barclays, went unpaid. Miss H wanted the resulting arrears removed from her credit file... (3 pages)View decision
