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 370904 results
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Decision Reference DRN-4697631
3 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4697631 The complaint M, a limited company, complains that National Westminster Bank Plc (NatWest) blocked payments from its account. What happened In September 2023, Mr T, a director for M, attempted to move money between business accounts. However, Mr T accidentally transferred the f... (6 pages)View decision -
Decision Reference DRN-4832049
3 Jul 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4832049 The complaint Mr W complains that Liverpool Victoria Insurance Company Limited (LV) unfairly increased the price of his motor insurance policy and hasn’t explained the reason for the increase. What happened Mr W says he received a quote to renew his motor insurance policy from ... (2 pages)View decision -
Decision Reference DRN-4628147
2 Jul 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4628147 The complaint Mr W complains about the outcome of the review carried out by The Prudential Assurance Company Limited (“Prudential”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll re... (13 pages)View decision -
Decision Reference DRN-4706762
2 Jul 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4706762 The complaint Mr N wanted to open a joint account for himself and his wife with The Royal Bank of Scotland Plc. Mr N was advised to open the account himself and then add his wife later. Mr N said RBS didn’t do what he asked. Instead, he said it tried to add his daughter and not... (3 pages)View decision -
Decision Reference DRN-4634547
2 Jul 2024 Throgmorton Private Capital Ltd Not upheldInvestmentsDRN-4634547 The complaint Ms L complains about the service she received from Throgmorton Private Capital Ltd (“TPC”). In summary, she says: She’s unhappy about the poor service she received from her adviser (Mr A) after he left his previous employer – who I will refer to as BSC – and join... (6 pages)View decision -
Decision Reference DRN-4661414
2 Jul 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4661414 The complaint Mr A complains that Harvey & Thompson Limited (H&T) lent to him irresponsibly. What happened On 14 February 2023, Mr A took out a loan for £750 from H&T. He pledged a watch against the loan. The terms were that the loan had to be repaid by 14 August 20... (2 pages)View decision -
Decision Reference DRN-4822382
2 Jul 2024 Howard Taylor Associates UpheldPensions and AnnuitiesDRN-4822382 The complaint The complaint in this case relates to the advice given to the late Mr C by Howard Taylor Associates (‘HTA’) to transfer his Standard Life and Co-Operative personal pensions into to a Self-Invested Personal Pension (‘SIPP’). Mr C’s daughters, Mrs S and Mrs V, have ... (14 pages)View decision -
Decision Reference DRN-4833418
2 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4833418 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In March 2023, Mr E was supplied with a used car through a hire purchase agreement with MotoNovo. He paid a £15... (3 pages)View decision -
Decision Reference DRN-4703003
2 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4703003 The complaint Mr C complains that Nationwide Building Society froze and then closed his accounts without explanation. What happened Mr A held a current account, a savings account and an ISA with Nationwide. In April 2023 Nationwide contacted him asking him to complete an “Addit... (2 pages)View decision -
Decision Reference DRN-4879378
2 Jul 2024 BUPA Insurance Limited UpheldInsuranceDRN-4879378 The complaint Mrs and Mr O complain that BUPA Insurance Limited didn’t pay all the treatment costs when it authorised a claim under a medical insurance policy. What happened Mrs and Mr O had private medical insurance with BUPA through a group policy with Mr O’s employer. On 4 F... (5 pages)View decision
