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 118878 results
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Decision Reference DRN-3524617
8 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3524617 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard made it difficult for him to access his account online. What happened Mr W lost his username to access his Barclaycard account online. Mr W says he was able to reset this, but he was still unable to l... (3 pages)View decision -
Decision Reference DRN-3448606
8 Jun 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3448606 The complaint Miss C complains that a car she has been financing through an agreement with MotoNovo Finance Limited (“MotoNovo”) was misrepresented to her. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead I’l... (3 pages)View decision -
Decision Reference DRN-3504493
8 Jun 2022 Secure Trust Bank Plc UpheldConsumer CreditDRN-3504493 The complaint Mr R complains about damage charges Secure Trust Bank Plc trading as Moneyway (“Moneyway”) tried to recover from him after he returned a car to it that was subject to a hire purchase agreement (“agreement”). What happened In early 2018 Mr R entered into an agreeme... (2 pages)View decision -
Decision Reference DRN-3388150
8 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3388150 The complaint Mr and Mrs M are deeply unhappy with the way National Westminster Bank Plc treated Mr M after his account was blocked. As Mr M has brought the complaint I will refer to him throughout this decision. What happened NatWest restricted Mr M’s access to his accounts fo... (2 pages)View decision -
Decision Reference DRN-3354453
8 Jun 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3354453 The complaint Mr L and Miss S complain that Aviva Life & Pensions UK Limited has unfairly cancelled their option to make cash withdrawals from their Multiplan whole of life policies. What happened Mr L and Miss S took out their policies in June 1991 through an independent f... (5 pages)View decision -
Decision Reference DRN-3387307
8 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3387307 The complaint Mr C complains that National Westminster Bank Plc (NatWest) blocked transactions and then cancelled his debit card leading to a lost investment. He would like more compensation than NatWest has offered. What happened The details of this complaint are well known ... (2 pages)View decision -
Decision Reference DRN-3520242
8 Jun 2022 jch investment management limited UpheldPensions and AnnuitiesDRN-3520242 The complaint Mr T has complained that jch investment management limited (JCH) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a self invested personal pension (SIPP). What hap... (24 pages)View decision -
Decision Reference DRN-3516700
8 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3516700 The complaint Ms A complains that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) gave her incorrect information about payment options available to pay her builder. What happened The facts of this complaint are well known to both parties. So, I won’t go into much de... (5 pages)View decision -
Decision Reference DRN-3522369
8 Jun 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3522369 The complaint Mr E complains that National Westminster Bank Plc (NatWest) unfairly blocked his account. Mr E also complains that NatWest didn’t remove the account block when asked. What happened Mr E held a joint account with a third party known as Mrs E. Mr E has told us that ... (2 pages)View decision -
Decision Reference DRN-3521633
8 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3521633 The complaint Mr E complains about how Aviva Insurance Limited (“Aviva”) handled a claim under his home emergency cover. What happened Mr E has a home emergency policy with Aviva that provides an annual service and emergency breakdown cover for his boiler. In mid-February 2021,... (4 pages)View decision
