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 352408 results
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Decision Reference DRN-4670718
8 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4670718 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) delayed the transfer out of her ISA savings to a different bank. Mrs W said she lost out on a better interest rate during the delay. What happened Mrs W said that between late November 202... (6 pages)View decision -
Decision Reference DRN-4435552
8 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4435552 The complaint Mr S complains about the way National Westminster Bank Plc (NatWest) has dealt with his chargeback claims and an ATM dispute. What happened Mr S complains NatWest hasn’t settled chargeback claims he raised in December 2022 and June 2023. Mr S has also said that ... (3 pages)View decision -
Decision Reference DRN-4383449
8 Mar 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-4383449 The complaint Miss S complains that Bank of Ireland (UK) Plc unfairly withdrew a mortgage offer it made to her for a new fixed rate product. What happened On 1 May 2023 Miss S applied for a new fixed rate product on her existing mortgage with Bank of Ireland (BOI) – via its onl... (4 pages)View decision -
Decision Reference DRN-4038537
8 Mar 2024 CST Wealth Management Limited UpheldPensions and AnnuitiesDRN-4038537 The complaint Mr M complains that he was given unsuitable advice by CST Wealth Management Limited (‘CST’) to transfer the benefits from his defined benefit (‘DB’) pension scheme with British Steel (‘BSPS’) to a personal pension plan. He says the advice was unsuitable for him an... (8 pages)View decision -
Decision Reference DRN-4615026
8 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4615026 The complaint Miss S has complained that Zurich Insurance PLC declined a claim she made on her single trip travel insurance policy. What happened Miss S travelled abroad on 27 March 2023. She took out the policy on 28 March 2023 as she wanted winter sports cover for four days o... (3 pages)View decision -
Decision Reference DRN-4428134
8 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4428134 The complaint Mrs G complains Lloyds Bank PLC (“Lloyds”) hasn’t treated her fairly in connection with a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Our investigator set out the background to Mrs G’s complaint in a good degree of det... (4 pages)View decision -
Decision Reference DRN-4629939
8 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4629939 The complaint Miss V complains that HSBC UK Bank Plc did not refund a series of payments she lost to a scam. What happened Miss V was contacted by an individual I’ll call ‘X’ on a job-related website. She began a relationship with X, and he introduced her to an investment schem... (2 pages)View decision -
Decision Reference DRN-4637832
8 Mar 2024 Vitality Health Limited Not upheldInsuranceDRN-4637832 The complaint Mr M has complained that Vitality Health Limited (‘Vitality’) gave him incorrect information about his policy. What happened Mr M has a private medical insurance policy through his employer, underwritten by Vitality. Mr M called Vitality in July 2023 to enquire wh... (2 pages)View decision -
Decision Reference DRN-4562479
8 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4562479 The complaint Mr R complains that U K Insurance Limited trading as Darwin (UKI) haven’t refunded the premium he is due following cancellation of his motor insurance policy. What happened In February 2023 Mr R contacted UKI to cancel his motor insurance as the vehicle was off th... (2 pages)View decision -
Decision Reference DRN-4629957
8 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4629957 The complaint Miss V complains that Bank of Scotland plc trading as Halifax did not refund a series of payments she lost to a scam. What happened Miss V was contacted by an individual I’ll call ‘X’ on a job-related website. She began a relationship with X, and he introduced her... (4 pages)View decision
