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-4546229
29 Jan 2024 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-4546229 The complaint Mr W complains that Advanced Payment Solutions Limited, trading as Cashplus has entered his address in error on its systems and this has prevented him from accessing his account. What happened Mr W said his home was affected due to Covid and his temporary address ... (2 pages)View decision -
Decision Reference DRN-4489136
29 Jan 2024 St Andrew's Insurance plc UpheldInsuranceDRN-4489136 The complaint Mrs R and Mr R complain that St Andrews Insurance Plc have provided poor service following a fire at their property. What happened Mrs R and Mr R held a buildings and contents insurance policy with St Andrews. In April 2022 there was a fire in the outbuildings of... (2 pages)View decision -
Decision Reference DRN-4523746
29 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4523746 The complaint Mr S is unhappy that Nationwide Building Society didn’t make him aware of an ISA account that offered a 4% interest rate when his existing ISA account matured. What happened Mr S held a fixed-term ISA with Nationwide that matured in October 2022. Nationwide sent M... (3 pages)View decision -
Decision Reference DRN-4542674
29 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4542674 The complaint Mr H complains about how U K Insurance Limited trading as Privilege (‘UKI’) handled his motor insurance claim. UKI are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As UKI accept they are account... (3 pages)View decision -
Decision Reference DRN-4553148
29 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4553148 The complaint Miss G complains that she was robbed outside of Santander UK Plc’s branch, but the bank wouldn’t investigate her complaint that its staff may have been involved. What happened In March 2023 Miss G went to her local Santander branch to withdraw £2,600 to pay some w... (3 pages)View decision -
Decision Reference DRN-4525863
29 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4525863 The complaint Mr T, trading as T complains that Santander UK Plc blocked his business bank account for several months. What happened In August 2022, Mr T contacted Santander after a retailer declined his payment method. Mr T says he contacted Santander again in September 2022 a... (3 pages)View decision -
Decision Reference DRN-4233685
29 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4233685 The complaint Ms S complains that Lloyds Bank PLC contacted her by email which she wasn’t sure was genuine and Lloyds wasn’t able to reassure her on that point. What happened Ms S said she called Lloyds in response to its email of 9 May 2023 as it wasn’t signed and came from a ... (2 pages)View decision -
Decision Reference DRN-4152295
29 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4152295 The complaint A company which I’ll call E complains that Barclays Bank Plc behaved unreasonably when completing its banking checks. The complaint is brought on E’s behalf by their director, Mr C. What happened E held a business account with Barclays since 2013. E told us: They... (3 pages)View decision -
Decision Reference DRN-4327605
29 Jan 2024 Virgin Money Unit Trust Managers Ltd Not upheldPensions and AnnuitiesDRN-4327605 The complaint Mr M complains that Virgin Money Unit Trust Managers Ltd provided misleading and inaccurate descriptions of the risk associated with its Pension Bond and Gilt Fund. He says he’s suffered financial loss as a result of reliance on the descriptions provided. What hap... (5 pages)View decision -
Decision Reference DRN-4584861
29 Jan 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4584861 The complaint Mrs S has complained that The Royal Bank of Scotland Plc (“RBS”), unfairly turned down her claim made under the Consumer Credit Act 1974 (“CCA”) about something bought using her RBS credit card. What happened In January 2013, Mrs S, alongside another, purchased ho... (3 pages)View decision
