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 365360 results
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Decision Reference DRN-4412431
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4412431 The complaint Mr E and Ms E complain Nationwide Building Society (“Nationwide”) have failed to make reasonable adjustments for them and feel that it has discriminated against them due to Mr E’s mental health conditions. What happened Mr E is vulnerable and suffers from mental h... (4 pages)View decision -
Decision Reference DRN-4594777
13 Feb 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4594777 The complaint Mr R’s complaint is about the service provided in relation to his “BoilerCare” insurance policy with Domestic & General Insurance Plc. What happened In October 2023, one of Domestic & General’s engineers attended to carry out an annual service of Mr R’s bo... (3 pages)View decision -
Decision Reference DRN-4481802
13 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4481802 The complaint Mr O complains that Barclays Bank UK PLC were partially responsible for his Data Subject Access Request (DSAR) being damaged and left in an unsecure area. He also complains they gave him poor customer service. What happened Mr O requested a DSAR from Barclays and ... (2 pages)View decision -
Decision Reference DRN-4617689
13 Feb 2024 London General Insurance Company Limited UpheldInsuranceDRN-4617689 The complaint Mrs R has complained about her motor warranty provider London General Insurance Company Limited (LGI) because it has declined her claim for replacing a suspension bush. What happened Mrs R noted a sound in the front wheel area of her car. The garage she took it to... (3 pages)View decision -
Decision Reference DRN-4583240
13 Feb 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4583240 The complaint Mr H complains that Aviva Life & Pensions UK Limited (Aviva) failed to complete his instructions to switch his pension from a high-risk fund to a low-risk fund in July 2020. He thinks this led to his pension losing value. He also questions how a fund that was ... (5 pages)View decision -
Decision Reference DRN-4613585
13 Feb 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-4613585 The complaint Mr B and Miss V complain about the way The Royal Bank of Scotland Plc (RBS) has treated them. They’re unhappy that it has chased them for mortgage payments and reported missed payments on their credit files when they have had a payment arrangement in place for som... (3 pages)View decision -
Decision Reference DRN-4610392
13 Feb 2024 Western Circle Ltd Not upheldConsumer CreditDRN-4610392 The complaint Mr M has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out sufficient affordability checks before it granted loans to him. Mr M says, if Cashfloat had done better checks, it would’ve seen that he already had a significant amoun... (5 pages)View decision -
Decision Reference DRN-4600583
13 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4600583 The complaint Mr B complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he transferred when he was threatened. What happened Mr B say that as he walked to work one evening, he was approached by two men while he was checking his banking app. The two me... (2 pages)View decision -
Decision Reference DRN-4609644
13 Feb 2024 Hiscox Insurance Company Limited UpheldInsuranceDRN-4609644 The complaint Committee members of a club I’ll refer to as “C1” complain on its behalf about Hiscox Insurance Company Limited’s decision to decline a claim under a club’s insurance policy. What happened C1 is a club that is run privately for the benefit of its members. Each yea... (3 pages)View decision -
Decision Reference DRN-4598113
13 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4598113 The complaint X is complaining that Monzo Bank Ltd are requiring them to complete a verification procedure that they’re unable to complete due to their disabilities. What happened X has an account with Monzo and there are a number of reasonable adjustments in place for the way ... (3 pages)View decision
