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 357004 results
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Decision Reference DRN-4764998
22 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4764998 The complaint Mr S complains that Nationwide Building Society are not making a reasonable adjustment for him under the Equality Act 2010. What happened Mr S has a loyalty saver account with Nationwide which he opened in 2012. Mr S wanted to transfer funds to an external savings... (3 pages)View decision -
Decision Reference DRN-4812051
22 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4812051 The complaint Miss C complains that National Westminster Bank Plc (NatWest) are holding her to the terms of a loan agreement she says she didn’t enter into. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief over... (3 pages)View decision -
Decision Reference DRN-4806209
22 May 2024 Pension Works Limited UpheldPensions and AnnuitiesDRN-4806209 The complaint Mr R complains that Pension Works Limited (‘PWL’) did not provide a suitable recommendation and took too long when it gave him abridged advice on his defined-benefit (‘DB’) occupational pension scheme. Mr R says this has caused him a financial loss because when he... (13 pages)View decision -
Decision Reference DRN-4811776
22 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4811776 The complaint Mr S’ complaint is about a claim he made on his Aviva Insurance Limited (‘Aviva’) musical instrument insurance policy. Mr S says he was given the wrong information about the amount the policy would pay out for instrument hire costs and that this caused him loss. W... (4 pages)View decision -
Decision Reference DRN-4658841
22 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4658841 The complaint The estate of Mrs H complained they lost rental income on their property ahead of sale due to delays by Aviva Insurance Limited (“Aviva”) on the progression of a claim. A representative for the estate of Mrs H dealt with this complaint, who I’ll refer to as “the R... (3 pages)View decision -
Decision Reference DRN-4723917
22 May 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4723917 The complaint Mr A complains that Hargreaves Lansdown Asset Management Limited (HL) gave misleading information about the Woodford Equity Income Fund (WEIF), Woodford Income Focus Fund (WIFF) and Woodford Patient Capital Trust (WPCT). Mr A maintai... (8 pages)View decision -
Decision Reference DRN-4332360
22 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4332360 The complaint Mr S complains National Westminster Bank Plc unfairly removed his overdraft facility. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S held a NatWest account which had an associated o... (3 pages)View decision -
Decision Reference DRN-4769016
22 May 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4769016 The complaint Mr P complains about the service provided by Tesco Underwriting Limited when responding to his home insurance claim. Tesco are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Tesco accept they a... (3 pages)View decision -
Decision Reference DRN-4618353
22 May 2024 LeasePlan UK Limited Not upheldConsumer CreditDRN-4618353 The complaint Miss A complains about the charges LeasePlan UK Limited (“LeasePlan”) applied when she returned a car after she terminated a lease agreement. What happened Miss A entered into a lease agreement in August 2019. The agreement ended in August 2023 and Miss A returned... (4 pages)View decision -
Decision Reference DRN-4795125
22 May 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4795125 The complaint Mr A complains Revolut Ltd refuses to refund him for transactions on his account he says he didn’t make. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr A says his phone was stolen and was ... (3 pages)View decision
