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 355536 results
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Decision Reference DRN-4983988
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4983988 The complaint Mr B complains that National Westminster Bank Plc (NatWest) unnecessarily declined a debit card payment he attempted. As a result, Mr B suffered inconvenience, stress and embarrassment. What happened In June 2024, Mr B attempted a debit card purchase at a reta... (3 pages)View decision -
Decision Reference DRN-4882407
4 Sep 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4882407 The complaint Mrs and Mr S complain that Marks & Spencer Financial Services Plc, trading as M&S Bank, cancelled their credit card. What happened Mrs and Mr S didn’t recognise a transaction made on their credit card. When M&S Bank investigated the concerns, they d... (2 pages)View decision -
Decision Reference DRN-5001779
4 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5001779 The complaint Mr and Mrs W complain about the customer service they received from Barclays Bank UK PLC after it sent them a redemption statement for their offset mortgage account. What happened Mr and Mrs W had a Woolwich mortgage that they say was taken out in 1989. In 200... (3 pages)View decision -
Decision Reference DRN-4727825
4 Sep 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4727825 The complaint Mr C complains about Hargreaves Lansdown Asset Management Limited’s (“HL’s”) promotion of the Woodford Equity Income Fund (“WEIF”). Mr C says he relied on information provided by HL about the WEIF, and HL should compensate him for losses he has incurred. What h... (9 pages)View decision -
Decision Reference DRN-5001729
4 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5001729 The complaint Mr L is unhappy with the decision made by Assurant General Insurance Limited (AGI) following a claim for the loss of his mobile phone. What happened Mr L took out mobile phone insurance with AGI. In August 2023, Mr L reported the loss of his mobile phone, and ... (4 pages)View decision -
Decision Reference DRN-4910899
4 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4910899 The complaint Mr S complains that Barclays Bank UK PLC lost a large sum of money which he believes was credited to his account. What happened Mr S has said that in 2011 he won a substantial sum of money. He said he arranged for it to be paid into his account at Barclays. But... (2 pages)View decision -
Decision Reference DRN-4999631
4 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-4999631 The complaint Miss H complains about the settlement that Ageas Insurance Limited offered her for the total loss of her car following a claim made on her motor insurance policy. What happened Miss H’s car was damaged in an accident, and she made a claim on her policy. Ageas ... (3 pages)View decision -
Decision Reference DRN-4837615
4 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4837615 The complaint Miss S complains that Assurant General Insurance Limited unfairly refused to repair her phone under warranty, instead advising that she must make a claim under her mobile phone insurance policy and pay the excess. Where I refer to Assurant, this includes the a... (2 pages)View decision -
Decision Reference DRN-4927588
4 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsThe complaint Mrs and Mr B complain that they were unable to get cash out of the Automated Teller Machine (ATM) at a branch of Bank of Scotland plc (trading as Halifax). What happened Mrs B says she was told that there was no cash in the ATM at the branch and, instead, she had to queue to ... (2 pages)View decision -
Decision Reference DRN-4716851
4 Sep 2024 Quilter Financial Planning Solutions Limited Not upheldMortgagesDRN-4716851 The complaint Mr and Mrs R’s complaint is against Quilter Financial Planning Solutions Limited and is in relation to an application for an equity release mortgage. Mr and Mrs R say that, due to delays on the part of Quilter, they were unable to complete on the mortgage offe... (4 pages)View decision
