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-4686066
3 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4686066 The complaint Mrs N complains that Nationwide Building Society (“Nationwide”) failed to verify a signature was hers on a form to remove her from a joint account held with her ex-husband resulting in her being removed from the account without her consent. What happened Mrs N hel... (3 pages)View decision -
Decision Reference DRN-4885114
3 Jul 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4885114 The complaint Mrs S complains that Metro Bank PLC has disregarded her contact preferences in how they’ve communicated with her. What happened Mrs S had communicated with Metro Bank regarding a safe deposit box on 14 October 2023, and she said she told the staff about her health... (4 pages)View decision -
Decision Reference DRN-4883076
3 Jul 2024 Liverpool Victoria Financial Services Limited UpheldBanking and PaymentsDRN-4883076 The complaint Mrs H complains that Liverpool Victoria Financial Services Limited (“LVFS”) irresponsibly gave her a credit card and subsequent credit limit increases that she couldn’t afford to repay. What happened In March 2001, Mrs H applied for a credit card with LVFS. She wa... (6 pages)View decision -
Decision Reference DRN-4869976
3 Jul 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4869976 The complaint Mr and Mrs S have complained that Rock Insurance Services Limited mis-sold them an annual travel insurance policy. As it is Mrs S leading on the complaint, I will mostly just be referring to her in this decision. What happened In June 2023 Mrs S took out the polic... (2 pages)View decision -
Decision Reference DRN-4882638
3 Jul 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4882638 The complaint Miss T complains that Marks & Spencer Financial Services Plc (“M&S”) were unreasonable to report adverse information to her credit file when the arrears on her account related to transactions she paid in cash and were not paid for with her credit card. Wha... (2 pages)View decision -
Decision Reference DRN-4855257
3 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4855257 The complaint Mr and Mrs A complain that Barclays Bank UK PLC gave them incorrect information about how much they needed to pay towards their Mortgage Current Account. Mr and Mrs A said Barclays then marked their credit files, which was having a significant impact on them. Mr a... (6 pages)View decision -
Decision Reference DRN-4697631
3 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4697631 The complaint M, a limited company, complains that National Westminster Bank Plc (NatWest) blocked payments from its account. What happened In September 2023, Mr T, a director for M, attempted to move money between business accounts. However, Mr T accidentally transferred the f... (6 pages)View decision -
Decision Reference DRN-4832049
3 Jul 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4832049 The complaint Mr W complains that Liverpool Victoria Insurance Company Limited (LV) unfairly increased the price of his motor insurance policy and hasn’t explained the reason for the increase. What happened Mr W says he received a quote to renew his motor insurance policy from ... (2 pages)View decision -
Decision Reference DRN-4628147
2 Jul 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4628147 The complaint Mr W complains about the outcome of the review carried out by The Prudential Assurance Company Limited (“Prudential”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll re... (13 pages)View decision -
Decision Reference DRN-4706762
2 Jul 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4706762 The complaint Mr N wanted to open a joint account for himself and his wife with The Royal Bank of Scotland Plc. Mr N was advised to open the account himself and then add his wife later. Mr N said RBS didn’t do what he asked. Instead, he said it tried to add his daughter and not... (3 pages)View decision