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 360264 results
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Decision Reference DRN-4557055
22 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4557055 The complaint Mr M has complained about the handling of a credit to his bank account with Clydesdale Bank Plc (trading as Virgin Money) which he states caused the account to go overdrawn, and the subsequent customer service he received. What happened Mr M has explained that on ... (2 pages)View decision -
Decision Reference DRN-4604553
22 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4604553 The complaint Mr R has raised three connected administration complaints regarding the transferring of one defined benefit (DB) pension and five defined contribution (DC) personal pensions. Three different companies are ultimately subject to his complaints and I will be writing ... (5 pages)View decision -
Decision Reference DRN-4580582
22 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4580582 The complaint Miss F complains that National Westminster Bank Plc closed her account without giving her a reason. She would like to know the reason, the account to be reinstated and an apology. I am aware Miss F has complaints with our service regarding her business accounts an... (3 pages)View decision -
Decision Reference DRN-4617850
22 Feb 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4617850 The complaint Mr B and Mr H have complained that Zurich Insurance PLC has deducted a previously refunded insurance premium from their claims settlement. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In this de... (2 pages)View decision -
Decision Reference DRN-4247694
22 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4247694 The complaint Mrs B complains that Santander UK Plc (“Santander”) is refusing to refund her the amount she lost as the result of a scam. Mrs B is being represented by a third party. To keep things simple, I will refer to Mrs B throughout my decision. What happened The backgroun... (3 pages)View decision -
Decision Reference DRN-4592958
22 Feb 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4592958 The complaint Mr G is a sole proprietor, trading as O. He complains ClearBank Limited (Tide) is holding him liable for a payment he didn't authorise. What happened In early 2023, Mr G received a call from someone claiming to be from Tide. They told him there had been a fra... (4 pages)View decision -
Decision Reference DRN-4571202
22 Feb 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4571202 The complaint Miss E complains that Lloyds Bank PLC was irresponsible in its lending to her. What happened Miss E was provided with a £9,200 loan in March 2022 with monthly repayments of around £305. Miss E says that she banks with Lloyds so it was aware of her financial situat... (2 pages)View decision -
Decision Reference DRN-4530807
22 Feb 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInsuranceDRN-4530807 The complaint Mrs T has complained about Sun Life Assurance Company of Canada (U.K.) Limited (Sun Life). She said Sun Life had reduced the surrender value of her with profits policy. She was of the understanding that annual bonuses would be added permanently. Mrs T would like S... (3 pages)View decision -
Decision Reference DRN-4594547
22 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4594547 The complaint Mr A has complained about the way Advantage Insurance Company Limited has handled his claim under his car insurance policy. What happened The background to this complaint is well known to Mr A and Advantage. In my decision, I’ll focus on giving the reasons for rea... (2 pages)View decision -
Decision Reference DRN-4626289
22 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4626289 The complaint Mr C and Ms M complain that Barclays Bank UK PLC hasn’t treated them fairly in relation to their mortgage. What happened Mr C and Ms M originally took out an interest only mortgage with Woolwich in 1997. In 2005, they switched the mortgage to repayment. At that po... (4 pages)View decision
