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 342371 results
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Decision Reference DRN-4871420
8 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4871420 Complaint Mr B has complained about the overdraft charges Bank of Scotland plc (“BOS”) applied to his current account. He’s said the charges were unfair and they are keeping him with in an overdrawn balance. Background Mr B’s complaint was looked at by one of our investigators.... (2 pages)View decision -
Decision Reference DRN-4808440
7 Jul 2024 Santander UK Plc Not upheldInvestmentsDRN-4808440 The complaint Mr F complains that Santander UK Plc has misadvised him in respect of his general investments. He believes Santander misinformed him in both 2017 and 2019 that proceeds from a bond and an investment account would be paid into his ISA in order to avoid taxation – b... (3 pages)View decision -
Decision Reference DRN-4733308
7 Jul 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4733308 The complaint Mr R complains that Amtrust Europe Limited (“Amtrust”) has acted unfairly in relation to a claim he’s made under his landlord insurance policy. What happened Mr R has a landlord’s property owner’s policy in place with Amtrust to cover a property he lets out. In Ja... (2 pages)View decision -
Decision Reference DRN-4894465
7 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4894465 The complaint Miss P complains about the inconvenience, distress and financial issues caused to her by National Westminster Bank Plc’s delay in sending her a replacement debit card. What happened Miss P’s bank debit card was lost or stolen, and she subsequently lost her mobile ... (3 pages)View decision -
Decision Reference DRN-4824600
6 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4824600 The complaint Miss A complains that NewDay Ltd trading as Aqua was irresponsible when it offered her a credit card account and later increased her credit limit. What happened NewDay opened a credit card account for Miss A in March 2020 with a credit limit of £1,200. It increase... (4 pages)View decision -
Decision Reference DRN-4765438
6 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4765438 The complaint Mr N complains Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In September 2023 Mr N’s car was stolen. He claimed for the loss against his Admiral motor insurance policy. The insurer settled his claim based on a mar... (3 pages)View decision -
Decision Reference DRN-4824742
6 Jul 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4824742 The complaint Mr D complains that Metro Bank PLC didn’t change his correspondence preference when he asked it to do so. What happened Mr D says he called Metro in October 2023 and asked it not to send any correspondence to him by postal mail. He says in April 2024 he found out ... (2 pages)View decision -
Decision Reference DRN-4893890
5 Jul 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4893890 The complaint Mr R complains that Options UK Personal Pensions LLP (formerly Carey Pensions, referred to as ‘Options’) didn’t undertake sufficient due diligence on the Carbon Credits investment he made through his Options Self-Invested Personal Pension (‘SIPP’) and should not h... (31 pages)View decision -
Decision Reference DRN-4580136
5 Jul 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4580136 The complaint Mr P complains about Mulsanne Insurance Company Limited’s (MICL) handling of a claim under his Commercial Vehicle Motor Insurance policy. What happened Mr P took out a Commercial Vehicle Motor Insurance policy with MICL. In February 2022, Mr P made a... (3 pages)View decision -
Decision Reference DRN-4556606
5 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4556606 The complaint Mr and Mrs W complain Barclays Bank UK PLC (“Barclays”) notified them of its intention, and later closed, their account – by doing so, has failed to reasonably consider their circumstances. What happened Mr and Mrs W were longstanding customers of Barclays for aro... (3 pages)View decision