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 369228 results
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Decision Reference DRN-5261714
10 Feb 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5261714 The complaint Mr M complains that The Equine and Livestock Insurance Company Limited trading as The Insurance Emporium (“Emporium”) unfairly declined his claim on a horse insurance policy. What happened The horse had been born in about 2010. Mr M acquired the horse in abou... (4 pages)View decision -
Decision Reference DRN-5177470
10 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5177470 The complaint Mr B, represented by a claims management company, complained because Barclays Bank UK PLC refused to refund him for transactions totalling £28,286.20. Mr B said his drink had been spiked and he didn’t authorise the transactions. What happened At 7.38am, 7.39am... (5 pages)View decision -
Decision Reference DRN-5320724
10 Feb 2025 Grattan Plc Not upheldConsumer CreditDRN-5320724 The complaint Mr H is complaining that Grattan Plc trading as Kaleidoscope lent to him irresponsibly by providing him with, and then repeatedly increasing the credit limit on, a catalogue shopping account. What happened In July 2016, Kaleidoscope approved Mr H’s application ... (6 pages)View decision -
Decision Reference DRN-4878685
10 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4878685 The complaint Mr W is unhappy after he fell victim to an investment scam and Nationwide Building Society decided not to refund him. What happened The facts of the case are not in dispute and were set out by the investigator, I’ll repeat them here. Mr W was provided informa... (5 pages)View decision -
Decision Reference DRN-5270881
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5270881 The complaint Miss P complains that Bank of Scotland plc trading as Halifax unfairly recorded mortgage arrears on her credit file. What happened Miss P contacted Halifax in March 2023 as she was struggling with her mortgage payments. Halifax agreed a payment deferral for two... (3 pages)View decision -
Decision Reference DRN-5101891
10 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5101891 The complaint Mr E complains about the way Barclays Bank UK PLC has managed his mortgage current account, and his requests for support. What happened Mr E took his mortgage out with Barclays (trading as Woolwich at the time) in 2007. He borrowed £278,500 on a repayment basis... (7 pages)View decision -
Decision Reference DRN-5292184
10 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292184 The complaint Mr R complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr R is being represented by a claims management company but for ease of reading I’ll only refer to Mr R. What happened In August 2023 Mr R was contacted via a message on a socia... (3 pages)View decision -
Decision Reference DRN-5186894
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5186894 The complaint Mr and Mrs M complain that Bank of Scotland plc continue to pursue them for a mortgage debt after Mr M’s bankruptcy. What happened Mr and Mrs M have had a joint mortgage with Bank of Scotland (BoS) for some time. In 2012, Mr M was declared bankrupt. He was late... (3 pages)View decision -
Decision Reference DRN-5318634
10 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5318634 The complaint Mrs L complains, through a representative, that in 2011, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on her introducer and selected investment when it accepted her s... (50 pages)View decision -
Decision Reference DRN-5241261
10 Feb 2025 CIGNA Life Insurance Company of Europe SA-NV Not upheldInsuranceDRN-5241261 The complaint Mrs D complains that CIGNA Life Insurance Company of Europe SA-NV has turned down a claim she made on a private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I th... (6 pages)View decision
