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 347829 results
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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 -
Decision Reference DRN-4755086
27 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4755086 The complaint Mr V complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly cancelled his motor insurance policy. What happened Mr V took out a telematics motor insurance policy with Admiral in September 2023. The terms of the policy required Mr V to install ... (2 pages)View decision -
Decision Reference DRN-4441568
27 Sep 2024 Suffolk Life Pensions Limited Not upheldPensions and AnnuitiesDRN-4441568 The complaint Mr T has complained about the delays by Suffolk Life Pensions Limited trading as Curtis Banks Pensions (Curtis Banks) in the transfer of his Self-Invested Personal Pension (SIPP) to a Small Self-Administered Scheme (SSAS) with a new provider. He feels the tran... (4 pages)View decision -
Decision Reference DRN-5038965
27 Sep 2024 Avantia Insurance Limited UpheldInsuranceDRN-5038965 The complaint Mr E and Ms F have complained about the service they received from Avantia Insurance Limited trading as Homeprotect. What happened Mr E and Ms F complained about the service they received at renewal following making an escape of water claim on their policy. Sep... (4 pages)View decision -
Decision Reference DRN-5039234
27 Sep 2024 AJ Bell Management Limited UpheldInvestmentsDRN-5039234 The complaint Ms L complains that AJ Bell Management Limited has unfairly restricted her access to, and use of, her SIPP and ISA. She also complains about incorrect information she was given whilst attempting to trade over the phone. What happened In February 2023 Ms L opene... (4 pages)View decision -
Decision Reference DRN-5048500
27 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5048500 The complaint Mr L and Mrs L have complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home emergency policy. What happened Mr L and Mrs L contacted Accredited to send an engineer to deal with a leak that had affected their heatin... (3 pages)View decision
