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 362716 results
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Decision Reference DRN-4333093
6 Feb 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4333093 The complaint Mr C is unhappy Starling Bank Limited (Starling) closed his account without any explanation. What happened The facts of this case are well known to both sides so I will just summarise them here. In October 2022 Starling notified Mr C that it would be closing his a... (2 pages)View decision -
Decision Reference DRN-4358125
6 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4358125 The complaint Mr A complains that Barclays Bank UK PLC blocked and then closed his account. What happened Mr A had an account with Barclays. In December 2022, Barclays blocked Mr A’s account while it carried out a review. It asked Mr A to provide information about a payment to ... (2 pages)View decision -
Decision Reference DRN-4578903
6 Feb 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4578903 The complaint Ms T complains about how St. James's Place Wealth Management Plc (SJP) has treated her since she became a client in 2010. Ms T says SJP took instructions and allowed her ex- husband to make investment decisions about her pension policy without her knowledge o... (8 pages)View decision -
Decision Reference DRN-4462386
6 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4462386 The complaint Mr U has complained about the fact that esure has recorded a car accident against him it said was reported to it by a third party. What happened Mr U had a car insurance policy with esure. He discovered there were two accidents recorded against him from 2019. One ... (2 pages)View decision -
Decision Reference DRN-4457093
6 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4457093 The complaint Mrs W is unhappy that Moneybarn No.1 Limited terminated a conditional sale agreement she had with them, and that they are now looking to repossess the car they supplied to her under that agreement. What happened In June 2020, Mrs W was supplied with a used car thr... (4 pages)View decision -
Decision Reference DRN-4603888
6 Feb 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4603888 The complaint Miss F has complained that Tesco Underwriting Limited (Tesco) gave her incorrect information when it declined a claim under a home insurance policy. What happened Miss F contacted Tesco to make a claim for storm damage to her roof. Tesco sent a surveyor to assess ... (3 pages)View decision -
Decision Reference DRN-4451678
6 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4451678 The complaint Mr A complains National Westminster Bank Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr A has accounts including a NatWest account that he uses for his day to day spend. Mr A says he started speaking to someone in January 2023 ... (2 pages)View decision -
Decision Reference DRN-4603285
6 Feb 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4603285 The complaint Mr L complains that AXA PPP Healthcare Limited turned down his private medical insurance claim. What happened Mr L is covered under his employer’s group private medical insurance policy with AXA. In 2023 Mr L made a claim. He said his GP had referred him to a derm... (3 pages)View decision -
Decision Reference DRN-4590750
6 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4590750 The complaint Mrs L says NewDay Ltd, trading as John Lewis Credit Card, mis-handled her credit card account. She says it asked her to pay an outstanding balance on the account while failing to provide the account statements she’d requested. What happened Mrs L’s credit card acc... (2 pages)View decision -
Decision Reference DRN-4532058
6 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4532058 The complaint Mr M complains that when he tried to carry out a purchase online, Bank of Scotland plc trading as Halifax wouldn't authenticate his payment and then blocked his card. What happened In September 2023, Mr M tried to carry out a purchase online. He was given a f... (2 pages)View decision
