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 355536 results
-
Decision Reference DRN-4915516
2 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4915516 The complaint Mr G is unhappy about the actions of National Westminster Bank Plc (“NatWest”) after he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, in April 2024 M... (2 pages)View decision -
Decision Reference DRN-4976185
2 Sep 2024 Stonebridge International Insurance Ltd UpheldInsuranceDRN-4976185 The complaint Mrs F and the estate of Mr F have complained that Stonebridge International Insurance Ltd has declined a claim under the late Mr F’s accidental death policy. What happened Mr F had a policy with Stonebridge which covered accidental death. Very sadly Mr F died i... (3 pages)View decision -
Decision Reference DRN-4884991
2 Sep 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4884991 The complaint Mr S is unhappy that Automobile Association Insurance Services Limited (“AA”) renewed his roadside assistance policy without his knowledge. What happened Mr S took out roadside assistance with AA in 2019, via his motor insurer. His roadside assistance policy c... (2 pages)View decision -
Decision Reference DRN-4998586
2 Sep 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4998586 The complaint C complains that ClearBank Limited (CB) should refund money it lost in a HMRC scam What happened What C says: C opened its business account with Tide (provided by CB) in April 2023. On 30 May 2023, C’s director (who I will call Mr A) was called by someone claim... (6 pages)View decision -
Decision Reference DRN-4971454
2 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4971454 The complaint Mr S complains that Vanquis Bank Limited (Vanquis) didn’t credit his account with a balance transfer of £3,000. What happened On 1 December 2023, Mr S set up a balance transfer for £3,000 from another bank credit card (which I will call ‘bank A’). The credit wa... (3 pages)View decision -
Decision Reference DRN-4823731
2 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4823731 The complaint Mrs W complains that HSBC UK Bank Plc acted unfairly in closing and defaulting a credit card account she held with it. What happened Mrs W held a credit card account with HSBC but due to changes to her circumstances she struggled to make payments to her account... (3 pages)View decision -
Decision Reference DRN-4902892
2 Sep 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4902892 The complaint Mr L complains that Accredited Insurance (Europe) Ltd (AIEL) paid for only part of his repairs costs and increased his premium following a claim made on his motor insurance policy. He wants it to pay the full costs of his repairs. What happened Mr L was involve... (3 pages)View decision -
Decision Reference DRN-4883382
2 Sep 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4883382 The complaint Mr P complains that The Mortgage Works (UK) Plc (“TMW”) won’t extend the term of his Buy To Let (“BTL”) mortgage unless he provides a specialist drainage report. Mr P says that considering the equity in the property, this can’t possibly affect TMW’s position. W... (4 pages)View decision -
Decision Reference DRN-4933382
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4933382 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) froze and then closed his current account. What happened Mr B had a current account provided by Monzo. In January 2023 Mr B reported to Monzo that he’d been scammed by a person offering to build him a discounted PC. ... (5 pages)View decision -
Decision Reference DRN-4511215
2 Sep 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-4511215 The complaint Mr W complains that Novia Financial Plc (“Novia”) failed in its duty of care by not completing due diligence on, or providing sufficient warnings about the investments chosen for his Self-Invested Personal Pension (SIPP). He says this ha... (36 pages)View decision
