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-4783589
23 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4783589 The complaint Miss J complains that Nationwide Building Society didn’t provide her with the service it should have in response to her disputed transaction request. She wants her payment refunded and the interest removed from her account. What happened Miss J purchased items ... (3 pages)View decision -
Decision Reference DRN-4859447
23 Oct 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4859447 The complaint Miss H is unhappy with the service provided by Fairmead Insurance Limited (Fairmead) following a claim made on her home insurance policy. Fairmead is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the... (2 pages)View decision -
Decision Reference DRN-5021452
23 Oct 2024 Next Retail Limited Not upheldConsumer CreditDRN-5021452 The complaint Ms C complains that Next Retail Limited trading as Next Online (‘Next’) won’t offer to increase her credit limit on her Next 3 Step Account, despite this being a possibility in the account’s Terms and Conditions (‘T&Cs’). Ms C wants Next’s T&Cs to be r... (3 pages)View decision -
Decision Reference DRN-4889991
23 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4889991 The complaint Mr A complains Bank of Scotland plc trading as Halifax unfairly handled his chargeback claim and closed his account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In June 2023 Mr A... (3 pages)View decision -
Decision Reference DRN-4855850
23 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4855850 The complaint Mr B complains that Barclays Bank UK PLC (“Barclays”) failed to refund purchases he made that weren’t delivered. What happened Mr B explained that he made a number of purchases through what he thought was a popular online website I’ll refer to as T. Two of the ... (3 pages)View decision -
Decision Reference DRN-5071578
23 Oct 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5071578 The complaint Mr O complains that National Savings and Investments (“NS&I”) gave incorrect advice causing loss of interest, delays and distress. What happened Mr O’s son, Mr C, says, on behalf of Mr O, that he has had a Lasting Power of Attorney (LPA) for his father’s a... (3 pages)View decision -
Decision Reference DRN-3547690
23 Oct 2024 NFU Mutual Select Investments Limited Not upheldPensions and AnnuitiesDRN-3547690 The complaint Mr P has complained about a transfer of his NFU Mutual Select Investments Limited (“NFU Mutual”) personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Gibraltar in September 2014. Mr P’s SSAS was subsequently used to invest in ‘Axiom ... (7 pages)View decision -
Decision Reference DRN-4930046
23 Oct 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4930046 The complaint Mrs R (represented by Mr R) says Hastings Insurance Services Limited provided poor service and wrongly charged a fee for renewing her motor insurance policy. What happened Mrs R’s policy was due to renew automatically on 17 February 2024. As she had another po... (3 pages)View decision -
Decision Reference DRN-5076942
23 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5076942 The complaint Mr A’s complaint relates to a theft that took place following a large cash withdrawal he made at a branch of Barclays Bank UK Plc. Mr A says that had the bank put in place proper security procedures within and outside its premises, the theft wouldn’t have happe... (5 pages)View decision -
Decision Reference DRN-3672477
23 Oct 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3672477 The complaint Mr C has complained about the transfer of his personal pensions to the Optimum Retirement Benefits Plan (‘ORBP’) – an occupational pension scheme (‘OPS’) in October 2016. Mr C says the investments subsequently made now appear to have little value and he has los... (11 pages)View decision
