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-5020063
27 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5020063 The complaint Mr S complains that Nationwide Building Society unfairly decided to close his account. What happened Mr S is unhappy that Nationwide decided to close his account last year. His complaint concerns his sole account and a joint account – which I’ve issued a decisi... (3 pages)View decision -
Decision Reference DRN-4376793
27 Sep 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4376793 The complaint Mr B complains that St. James's Place Wealth Management Plc (SJP) failed to re-evaluate his attitude to risk following changes in his circumstances resulting in investment losses in his personal pension plan (PPP). He also says it caused delays in transfer... (12 pages)View decision -
Decision Reference DRN-5039220
27 Sep 2024 American International Group UK Limited UpheldInsuranceDRN-5039220 The complaint Mr and Mrs D have complained that AMERICAN INTERNATIONAL GROUP UK LIMITED (AIG) declined a claim they made on a travel insurance policy linked to their bank account. What happened Mr and Mrs D were due to go on holiday abroad, departing on 20 November 2023. Un... (2 pages)View decision -
Decision Reference DRN-5023323
27 Sep 2024 Unum Ltd UpheldInsuranceDRN-5023323 The complaint Mr S is unhappy with the way Unum Ltd handled his claim. What happened Mr S has a group income protection policy underwritten by Unum which has a 28 week deferred period. In April 2022 he made a claim on his policy as he was unable to work in his role as a cyb... (5 pages)View decision -
Decision Reference DRN-5039612
27 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5039612 The complaint Mr D has complained that Bank of Scotland plc trading as (“Halifax”) failed to adequately warn him against becoming the victim of an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all... (4 pages)View decision -
Decision Reference DRN-5048421
27 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5048421 The complaint Mr L, a sole trader, complains that Barclays Bank UK Plc wrongly closed his business accounts and then unreasonably delayed sending the money held in those accounts to him. What happened Mr L told us: Barclays closed his business accounts without giving him... (5 pages)View decision -
Decision Reference DRN-5047588
27 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5047588 The complaint Mrs B complains National Westminster Bank Plc didn’t do enough to protect her when she was the victim of domestic and economic abuse. Her grandson has helped her complain. What happened Mrs B has an account with NatWest into which her pension and benefits are p... (2 pages)View decision -
Decision Reference DRN-4921579
27 Sep 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4921579 The complaint Mr M complains about the service he received from Clydesdale Bank Plc trading as Virgin Money while managing his credit card account. What happened Mr M has raised several concerns about the service he received from Virgin Money in relation to his credit card ... (3 pages)View decision -
Decision Reference DRN-5048392
27 Sep 2024 FCE Bank Plc UpheldConsumer CreditDRN-5048392 The complaint Ms H is unhappy with the car supplied under the hire purchase agreement with FCEE Bank Plc (FCEE). When I refer to what Ms H and FCEE have said or did, it should also be taken to include things said or done on their behalf. What happened In April 2022 Ms H en... (7 pages)View decision -
Decision Reference DRN-5032266
27 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5032266 The complaint Mrs G complains Santander UK PLC (“Santander”) refuses to refund her for a transaction on her account she says she didn’t authorise. What happened Mrs G says she noticed a transaction on her account for £834 on 13 November 2023 which she didn’t authorise. She s... (2 pages)View decision
