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 364422 results
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Decision Reference DRN-5142213
11 Dec 2024 Caxton Payments Limited Not upheldBanking and PaymentsDRN-5142213 The complaint Mr S complains Caxton Payments Limited failed to ensure a replacement prepaid travel card was delivered to him. What happened The circumstances that led to the complaint are well known by both parties, so I won’t repeat them in detail, but in summary: Mr S expl... (4 pages)View decision -
Decision Reference DRN-5129395
11 Dec 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5129395 The complaint Mr S complains that Scottish Widows Limited (SWL) caused avoidable delays to the transfer of the two pensions he held with it to his new Self-Invested Personal Pension (SIPP) provider. He also complains that SWL provided him with poor customer service throughou... (6 pages)View decision -
Decision Reference DRN-5198063
11 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5198063 The complaint Mr S and Mrs I complain that they asked Barclays Bank UK PLC to complete a form agreeing to a grant for adaptations to their home, but although Barclays didn’t object, it took Barclays about a year to provide its written agreement in the requested format. What ... (3 pages)View decision -
Decision Reference DRN-4882353
11 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4882353 The complaint Mr A is unhappy that Barclays Bank UK Plc failed to return money to his account following a transfer error. What happened On 8 November 2022 Mr A received a credit to his Barclays account for around £11,000. The following day, £12,000 was moved from Mr A’s acc... (4 pages)View decision -
Decision Reference DRN-5203998
11 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5203998 The complaint Mr S has complained about the valuation carried out when he took out his mortgage with Bank of Scotland plc trading as Birmingham Midshires (BM), along with the way his mortgage account has been handled since. What happened Mr S took out a mortgage with BM on a... (5 pages)View decision -
Decision Reference DRN-5200555
11 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5200555 The complaint Mr and Mrs H complain about what happened when they remortgaged away from Bank of Scotland plc trading as Halifax. They said Halifax should never have asked them for a large payment to their mortgage on the same day the mortgage was being paid off in full. What... (5 pages)View decision -
Decision Reference DRN-5153760
11 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5153760 The complaint Mr F and Miss G are unhappy with what Aviva Insurance Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names as submissions have been largely been made by Mr F, I’ll mainly refer to him in this decisi... (3 pages)View decision -
Decision Reference DRN-5205844
11 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5205844 The complaint Mr P complains Aviva Insurance Limited unfairly declined his claim for malicious damage to his roof. What happened In 2021 Mr P thought some solar panels installed on the roof of his property weren’t functioning properly. He says he contacted the company who in... (5 pages)View decision -
Decision Reference DRN-4817167
11 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4817167 The complaint Mr H complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both part... (7 pages)View decision -
Decision Reference DRN-5153618
11 Dec 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5153618 The complaint Mr S is unhappy with what DAS Legal Expenses Insurance Company Limited did after he made a claim on his legal expenses insurance policy. What happened In mid-2022 Mr S sought assistance from DAS with a claim he wanted to make against his employer. He said he’d ... (4 pages)View decision
