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 367928 results
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Decision Reference DRN-4463746
28 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4463746 The complaint Miss S complains that National Westminster Bank Plc (“NatWest”) won’t refund over £24,000 she lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss S fell victim... (4 pages)View decision -
Decision Reference DRN-3977658
28 Mar 2024 Pension Works Limited UpheldPensions and AnnuitiesDRN-3977658 The complaint Mr W is unhappy with the service provided to him by Pension Works Limited (PWL) while providing him with advice about transferring safeguarded benefits. Mr W is represented by his adviser in bringing this complaint, but for ease of reading, I will generally refer ... (6 pages)View decision -
Decision Reference DRN-4712240
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mrs M complains that Barclays Bank UK PLC didn’t refund her money after she fell victim to a fraud. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Mrs M holds an account with Barclays. In 2022, Mrs M st... (4 pages)View decision -
Decision Reference DRN-4697402
28 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4697402 The complaint Mr and Mrs E are unhappy that Admiral Insurance (Gibraltar) Limited (‘Admiral’) has declined their claim for medical costs due to a misrepresentation made when the policy was taken out. All reference to Admiral includes any agents acting on its behalf. What happen... (2 pages)View decision -
Decision Reference DRN-4478076
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4478076 The complaint A charity, which I will refer to as S, complains that Barclays Bank UK PLC’s Know Your Customer (KYC) review required a disproportionate amount of information in order to keep S’s account open. Mr S, who is a trustee and director of S (amongst other roles), compla... (3 pages)View decision -
Decision Reference DRN-4575855
28 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4575855 The complaint Mr Z complains that Royal & Sun Alliance Insurance Limited trading as More Th>n (“RSA”) rejected a claim on his home contents insurance and said the policy was void. What happened Following a burglary at Mr Z’s home he made a claim on his home insurance pol... (6 pages)View decision -
Decision Reference DRN-4669036
28 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4669036 The complaint Mr D complains that Santander UK Plc won’t refund money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for ... (2 pages)View decision -
Decision Reference DRN-4595063
28 Mar 2024 Inclusive Finance Limited Not upheldConsumer CreditDRN-4595063 The complaint Miss W says Inclusive Finance Limited, trading as Creditspring, irresponsibly lent to her. What happened In February 2022 Miss W agreed to pay a membership fee of £10 per month which allowed her to draw down two loan advances of £500 each during the 12-month term ... (3 pages)View decision -
Decision Reference DRN-4600540
28 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4600540 The complaint Mr W complains U K Insurance Limited’s (UKI) poor handling of a claim resulted in a County Court Judgement (CCJ) being recorded against him. What happened In late 2021, Mr W was involved in an accident with a third-party car. They exchanged details and Mr W notif... (2 pages)View decision -
Decision Reference DRN-4523637
28 Mar 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4523637 The complaint Mrs B complains National Westminster Bank Plc (NatWest) made administrative errors regarding her personal loan. What happened On 4 August 2023 Mrs B took out a loan for £41,500 – and on 8 August 2023 repaid a proportion of it. When doing so, she had the option of ... (2 pages)View decision
