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-4627184
20 Feb 2024 Clydesdale Bank Plc UpheldInvestmentsDRN-4627184 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin Money’) has failed to fairly compensate him for the distress and inconvenience caused by the delay in transferring his Individual Savings Account (‘ISA’). He says Virgin Money accepted its fa... (4 pages)View decision -
Decision Reference DRN-4621354
20 Feb 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4621354 The complaint Mrs C complains about problems experienced when she tried to open a new account with Shawbrook Bank Limited. What happened Mrs C said she tried to open a new account online, but wasn’t able to do so. She said there was a problem with the website. She said she’d co... (3 pages)View decision -
Decision Reference DRN-4309936
20 Feb 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4309936 The complaint Mr P complains that Atlanta Insurance Intermediaries Limited trading as Swinton Insurance mis-sold him a motor insurance policy. What happened Mr P complains Swinton Insurance (Swinton) failed to disclose full policy terms and conditions when he purchased his insu... (3 pages)View decision -
Decision Reference DRN-4251169
20 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4251169 The complaint Mrs B has complained about the way Royal & Sun Alliance Insurance Limited (RSA) has handled her subsidence claim. What happened In February 2022, Mrs B made a claim for damage to her property, caused by subsidence. RSA’s loss adjuster, C, investigated the dama... (5 pages)View decision -
Decision Reference DRN-4560116
20 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4560116 The complaint Mr A is unhappy that TSB Bank plc didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here.... (3 pages)View decision -
Decision Reference DRN-4601783
20 Feb 2024 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4601783 The complaint Mr A complains that Skyfire Insurance Company Limited rejected a claim on his motor insurance and said the policy was void. What happened Mr A took out his motor insurance policy in September 2022. In February 2023 he made a claim on the policy after he was involv... (2 pages)View decision -
Decision Reference DRN-4506097
20 Feb 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-4506097 The complaint Mr G complains that the Individual Savings Account (ISA) transfer that Barclays Bank UK (‘Barclays’) administered took too long. He would like compensation for this. What happened Mr G opened a Barclays cash ISA on 6 January 2023. He requested that Barclays transf... (2 pages)View decision -
Decision Reference DRN-4631948
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4631948 The complaint Mr J complains about a financial loss due to Nationwide Building Society not processing his applications for a savings account. What happened I issued my provisional decision on 29 January 2024, and this is what I said: I’ve considered the relevant information abo... (3 pages)View decision -
Decision Reference DRN-4309786
20 Feb 2024 Elavon Financial Services Designated Activity Company Not upheldBanking and PaymentsDRN-4309786 The complaint Mrs S is a sole trader. She complains that Elavon Financial Services Designated Activity Company treated her unfairly by not defending two chargeback claims against her company, which I’ll call ‘O’ and also withholding the company’s funds. Mrs S is represented by ... (3 pages)View decision -
Decision Reference DRN-4508014
20 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4508014 The complaint Mr M complains about Lloyds Bank PLC making an error with his direct debit that has caused him a financial loss. Also, their service when he tried to complain about this. What happened Mr M had a direct debit in place to pay his pension contributions with Company ... (3 pages)View decision
