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-4795519
27 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4795519 The complaint Miss L makes a number of complaints about National Westminster Bank Plc (NatWest). What happened Miss L says NatWest made changes to its online overdraft application form. She says information no longer self populates which has caused her problems. Miss L says she... (2 pages)View decision -
Decision Reference DRN-4692100
27 May 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4692100 The complaint Mr Z complains that American Express Services Europe Limited (“AESEL”) told him there was nothing left to pay on an account he closed, but that it later transpired there was. What happened The details of this complaint are well known to both parties, so I won’t re... (2 pages)View decision -
Decision Reference DRN-4771523
27 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4771523 The complaint Mr and Mrs H complain about how Nationwide Building Society dealt with an incorrect payment into their account. What happened Mr H says his Nationwide account received a payment of just over £160,000 in July 2023. He says he was expecting a payment of £100 from an... (2 pages)View decision -
Decision Reference DRN-4816541
24 May 2024 Evolution Lending Limited UpheldMortgagesDRN-4816541 The complaint Mr O complains that Evolution Lending Limited (“Evolution”) lent to him irresponsibly as he had a low income at the time he took out his secured loan and his outgoings – including other debts – made the loan unaffordable. What happened Mr O took out a second charg... (9 pages)View decision -
Decision Reference DRN-4816805
24 May 2024 Coventry Building Society Not upheldInvestmentsDRN-4816805 The complaint Ms H complains that Coventry Building Society (“CBS”) reinvested the money in her fixed rate bond into another two year fixed rate bond when she expected it to be reinvested into a one year fixed rate bond and that CBS won’t now give her access to her money which ... (6 pages)View decision -
Decision Reference DRN-4815826
24 May 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4815826 The complaint Mr and Mrs S complained that Marshmallow Insurance Limited (MIL) declined a claim on their car insurance policy. Mr and Mrs S have a representative helping them. For ease, any information or comments provided by the representative will be also referenced using Mr ... (7 pages)View decision -
Decision Reference DRN-4814269
24 May 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4814269 The complaint Miss C complains that Haven Insurance Company Limited mishandled a claim on her taxi insurance policy. What happened Miss C had a “black cab”, first registered in 2017. For the year from mid-July 2022, Miss C had the vehicle insured on a comprehensive policy with ... (9 pages)View decision -
Decision Reference DRN-4818336
24 May 2024 Coutts & Company Not upheldInvestmentsDRN-4818336 The complaint Mr D complains that he was wrongly charged trail commission by Coutts & Company because it wasn’t providing ongoing advice. What happened In 2001 Mr D was advised to invest £200,000 into an investment bond that invested in the Clerical Medical Cash Life Fund. ... (4 pages)View decision -
Decision Reference DRN-4813380
24 May 2024 Corporate Solutions (Poole) Limited UpheldMortgagesDRN-4813380 The complaint Mr F and Miss H complain about poor mortgage advice from Corporate Solutions (Poole) Limited. They say they missed out on a lower interest rate product as a result and ask for compensation. What happened Mr F and Miss H took mortgage advice from CSP in March 2022.... (5 pages)View decision -
Decision Reference DRN-4818307
24 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4818307 The complaint Mr G complains about AXA Insurance UK Plc’s handling of a claim made under a block property investors policy. Any reference to AXA includes the actions of its agents. What happened Mr G is a leaseholder of a flat, which is covered by a block property investors pol... (2 pages)View decision
