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 360264 results
-
Decision Reference DRN-4550496
19 Jan 2024 National House-Building Council Not upheldInsuranceDRN-4550496 The complaint Miss H and Mr S have complained about their building warranty provider National House-Building Council because it won’t accept there’s a defect with their roof which is causing condensation and damage. Miss H has mainly dealt with the claim and complaint. So for e... (4 pages)View decision -
Decision Reference DRN-4456711
18 Jan 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4456711 The complaint R is a small business. It holds a business account with ClearBank Limited, which trades as Tide. In November 2022, fraudsters contacted R. They pretended to be from Tide Itself and convinced R that its account with them had been “compromised” and money in the acco... (5 pages)View decision -
Decision Reference DRN-4378110
18 Jan 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4378110 The complaint Mr T complains that MotoNovo Finance Limited sent him a text message about his account which was misleading and caused him to worry. He’s also unhappy with the explanation provided by MotoNovo and wants compensation for the time he’s spent dealing with this. What ... (2 pages)View decision -
Decision Reference DRN-4190612
18 Jan 2024 Barclays Bank Plc UpheldInvestmentsDRN-4190612 The complaint Mr T brings a complaint on behalf of the estate of his late mother, Mrs T. He says that Barclays Bank Plc has behaved unfairly in respect of administering Mrs T’s investment ISA. What happened Both Mr T and his brother (who hereafter I will refer to as Mr G for ea... (7 pages)View decision -
Decision Reference DRN-4195771
18 Jan 2024 Clydesdale Bank Plc UpheldInvestmentsDRN-4195771 The complaint Mrs H complained that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) failed to open a bond account for her when she applied and gave her poor service when she sought to resolve the issue. Mrs H wants Virgin to pay her the equivalent of the interest she wou... (5 pages)View decision -
Decision Reference DRN-4256242
18 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4256242 The complaint Mr P is unhappy that HSBC UK Bank Plc closed his accounts and haven’t provided with him with an explanation why it no longer wants him as a customer. What happened Mr P had accounts with HSBC – including a current account, savings account, and credit card account.... (3 pages)View decision -
Decision Reference DRN-4559134
18 Jan 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4559134 The complaint Mr and Mrs W are unhappy with the service they received from Astrenska Insurance Limited and associated companies acting on their behalf. What happened Mr and Mrs W had an annual travel insurance policy underwritten by Astrenska. During the policy year Mrs W exper... (3 pages)View decision -
Decision Reference DRN-4497078
18 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4497078 The complaint Miss B complains National Westminster Bank Plc blocked her account for 3 weeks without notice. She would like compensation. What happened Miss B had a personal account with NatWest. On 24 December 2021 NatWest blocked the account. Miss B told us she was abroad on ... (2 pages)View decision -
Decision Reference DRN-4489277
18 Jan 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4489277 The complaint Miss D complains that Zopa Bank Limited lent irresponsibly when it approved her credit card application. What happened In July 2022 Miss D applied for a credit card with Zopa. In her application, Miss D said she was employed with an income of £37,000. Miss D also ... (3 pages)View decision -
Decision Reference DRN-4524713
18 Jan 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4524713 The complaint Mr C complains that his St. James's Place Wealth Management Plc (SJP) adviser failed to inform him about the relationship between the Cash Equivalent Transfer Value (CETV) of his former Defined Benefits (DB) pension scheme benefits and rising interest rates. ... (8 pages)View decision
