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-4303009
12 Feb 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4303009 The complaint X complains that Metro Bank PLC declined to open an account on her behalf. X is also unhappy about the service Metro provided during the application process. What happened X used to have an account with Metro. However, X closed this account in 2019 when she moved ... (3 pages)View decision -
Decision Reference DRN-4261612
12 Feb 2024 Covea Insurance plc Not upheldInsuranceDRN-4261612 The complaint The executors for the estate of Mrs N complain about Covea Insurance plc’s handling of a property owners insurance claim. Any reference to Covea includes the actions of its agents. What happened The late Mrs N’s property was covered under an insurance policy held ... (2 pages)View decision -
Decision Reference DRN-4199307
12 Feb 2024 Al Rayan Bank PLC UpheldInvestmentsDRN-4199307 The complaint Mr R complains that Al Rayan Bank PLC (“Al Rayan”) failed to treat him fairly when it placed his ISA into a dormant account status. He complains that the process to remove the dormancy was unduly onerous, and that Al Rayan provided him with incorrect information a... (4 pages)View decision -
Decision Reference DRN-4605724
12 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4605724 The complaint Mr H complains that HSBC UK Bank Plc won’t reimburse the money he says he lost to a scam. What happened Mr H lives overseas, but he owns a UK property that he rents out. Mr H has a known and trusted tradesman who carries out general maintenance for him on that pro... (3 pages)View decision -
Decision Reference DRN-4598126
12 Feb 2024 Charter Mortgages Limited Not upheldMortgagesDRN-4598126 The complaint This complaint is about a mortgage Mrs and Mr F hold with Charter Mortgages Limited. The origin of the complaint is the switching of the mortgage from capital repayment to interest-only in 2010. Mrs and Mr F believe this was wrong, and that subsequent events and a... (3 pages)View decision -
Decision Reference DRN-4613865
12 Feb 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4613865 The complaint Mr G complains that National Savings and Investments (NS&I) security processes aren’t secure. What happened Mr G says that NS&I’s Information Technology (IT) is inadequate and doesn’t work as when he tried to log in online the system blocked him. Mr G atte... (5 pages)View decision -
Decision Reference DRN-4479491
12 Feb 2024 Quilter Mortgage Planning Limited Not upheldMortgagesDRN-4479491 The complaint This complaint’s about mortgage advice Ms M received periodically from a broker firm that represents Quilter Financial Planning Solutions Limited. The main thrust of the complaint is that Quilter’s advisor didn’t tell Ms M that changing her monthly repayment date ... (3 pages)View decision -
Decision Reference DRN-4454599
12 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4454599 The complaint A company which I will refer to as ‘L’, complains that National Westminster Bank Plc won’t reimburse the money the company lost following an Authorised Push Payment (APP) scam. What happened The background to the complaint is known to both parties and so I won’t r... (3 pages)View decision -
Decision Reference DRN-4283197
12 Feb 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4283197 The complaint Mr C complains that MBNA Limited (MBNA) treated him unfairly when applying interest to his credit card account when he had an arrangement to pay in place. What happened Mr C has had a credit card with MBNA for several years. In 2018 Mr C, with the help of third- p... (3 pages)View decision -
Decision Reference DRN-4438981
12 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4438981 The complaint Mr C complains about TSB Bank plc blocking his card and then being slow to unblock it. Also, he is dissatisfied with the level of service he received. What happened There are 3 strands to Mr C’s complaint. Mr C, who opened a spend and save account with TSB in July... (3 pages)View decision
