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 381196 results
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Decision Reference DRN-4563355
3 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4563355 The complaint Mr P has complained that Barclays Bank UK PLC (“Barclays”) hasn’t fully refunded the money he lost as the result of an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. B... (3 pages)View decision -
Decision Reference DRN-5111096
3 Nov 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-5111096 The complaint Mrs A complains that Oodle Financial Services Limited (Oodle) didn’t explain the voluntary termination process to her properly, and that she was persuaded to terminate her agreement when she wouldn’t otherwise have chosen to do so. What happened I issued my pr... (3 pages)View decision -
Decision Reference DRN-5061246
2 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5061246 The complaint Miss G complains Bank of Scotland plc, trading as Halifax, disclosed information about her to a third-party after receiving a court order. Miss G says the court order has been executed without legal basis – and is therefore fraudulent. Miss G is unhappy that de... (5 pages)View decision -
Decision Reference DRN-5055715
2 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5055715 The complaint Miss and Mr D complain National Westminster Bank Plc (“NatWest”) significantly delayed releasing their funds held in a joint savings account after it closed the account. They’re also unhappy with the service NatWest provided particularly in branch. To put thing... (6 pages)View decision -
Decision Reference DRN-4974761
2 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4974761 The complaint Mr and Mrs H complain Nationwide Building Society (“Nationwide”) unfairly closed their accounts as punishment for raising complaints with this service and the Information Commission’s Office (“ICO”) - and did so without explanation. They add that in doing so, N... (4 pages)View decision -
Decision Reference DRN-5112077
2 Nov 2024 Castle Trust Capital PLC UpheldBanking and PaymentsDRN-5112077 The complaint Ms B complains about how Castle Trust Capital PLC dealt with her Individual Savings Account (ISA) and that she wasn’t given appropriate advice about payment deadlines. What happened Ms B opened a Castle ISA in March 2022 and says she was told there was a 14-day... (3 pages)View decision -
Decision Reference DRN-5116713
2 Nov 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5116713 The complaint Mr and Mrs P are complaining about the way Automobile Association Insurance Services (‘AAIS’) Limited handled the initial administration of a claim they made on Mrs P’s car insurance policy. What happened In July 2023 telephoned to make a claim for a non-fault ... (4 pages)View decision -
Decision Reference DRN-5121753
2 Nov 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5121753 The complaint The estate of Mrs R complains that National Savings and Investments (NS&I) has been unable to provide evidence of what happened to a Bond opened in about 1992. The estate is represented by Mrs G. What happened The Bond was opened in 1992 and transferred to ... (2 pages)View decision -
Decision Reference DRN-4965715
2 Nov 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4965715 The complaint Mr N is complaining about the way FAIRMEAD INSURANCE LIMITED (‘Fairmead’) handled a claim he made on the commercial property insurance policy that covered his building. Fairmead appointed a loss adjustor to handle the claim on its behalf, but for ease of refere... (3 pages)View decision -
Decision Reference DRN-4717191
1 Nov 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4717191 The complaint Mr P complains that Red Sands Insurance Company (Europe) Limited (“Red Sands”) has unfairly declined a claim for damage to his conservatory. What happened In December 2022, Mr P noticed a leak in the roof of his conservatory, which had been built in 2017. The b... (4 pages)View decision
