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 368546 results
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Decision Reference DRN-4678028
3 Apr 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4678028 The complaint Mr D is unhappy about the service he received from Barclays Bank UK PLC when he applied for a loan. What happened Mr D wanted to borrow £3000 for home furnishings. He tried to apply via the app but received an error code. Mr D called Barclays to complete the appli... (2 pages)View decision -
Decision Reference DRN-4667989
3 Apr 2024 Towers Watson Limited Not upheldPensions and AnnuitiesDRN-4667989 The complaint Mr H has complained that Towers Watson Limited trading as Willis Towers Watson (Towers Watson) has completed a calculation as part of the Financial Conduct Authority’s (FCA) British Steel Pensions Scheme (BSPS) consumer redress scheme and reached the conclusion he... (4 pages)View decision -
Decision Reference DRN-4450789
3 Apr 2024 Chetwood Financial Limited Not upheldBanking and PaymentsDRN-4450789 The complaint Mr R complains that he was unable to open a savings account with Chetwood Financial Limited, trading as SmartSave, because it was unable to verify the account, costing him interest. What happened The details of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-4480363
3 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4480363 The complaint Mrs K complains about the transfer Nationwide Building Society made on her behalf to a bank overseas which had to be reversed. She said she asked for the transfer to be made in GBP, but it was made in the local currency, so she lost money in the reversal. What hap... (3 pages)View decision -
Decision Reference DRN-4705006
3 Apr 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4705006 The complaint Mr S complains that AXA Insurance UK Plc declined his claim made on his motor insurance policy for damage caused to his motorhome whilst he was abroad. What happened Mr S hit a manhole cover whilst driving abroad and he called his roadside assistance provider for ... (2 pages)View decision -
Decision Reference DRN-4498660
3 Apr 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4498660 The complaint Mr R has complained about the way Automobile Association Insurance Services Limited (AAIS) dealt with him when he called to say he wanted to make a claim for damage to his vehicle following an accident. What happened Mr R had an accident on 6 September 2023. He ca... (2 pages)View decision -
Decision Reference DRN-4645101
3 Apr 2024 One Call Insurance Services Limited UpheldInsuranceDRN-4645101 The complaint Miss C has complained that One Call Insurance Services Limited incorrectly recorded her as having several months of missed payments due under her home insurance policy. What happened Miss C took out a home insurance policy through One Call. The following day One C... (2 pages)View decision -
Decision Reference DRN-4594708
3 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4594708 The complaint Miss W complains that Nationwide Building Society blocked her account without providing an explanation or warning. Miss W says this caused her unnecessary inconvenience and worry. What happened Miss W had a current account with Nationwide. In June 2023, Nationwide... (4 pages)View decision -
Decision Reference DRN-4382660
3 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4382660 The complaint Mr R complains Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened In late 2022, Mr R’s wife found a company, T, promoting cryptocurrency. They thought the website seemed professional so submitted an enquiry. T contacted Mr R an... (3 pages)View decision -
Decision Reference DRN-4703510
3 Apr 2024 Wakam UpheldInsuranceDRN-4703510 The complaint Miss C has complained about the way Wakam has dealt with a claim she made on her home insurance policy for subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Miss C got in touch with Wakam in Octobe... (3 pages)View decision
