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 364421 results
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Decision Reference DRN-5251430
23 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5251430 The complaint Mr L complains about the way U K Insurance Limited, trading as NIG, handled a claim he made under a buildings insurance policy. Reference to NIG includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the ... (3 pages)View decision -
Decision Reference DRN-5280664
23 Jan 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5280664 The complaint Mr O complained that when he asked Barclays Bank UK PLC to cancel the upcoming fixed interest rate deal on both his Buy To Let mortgages, it only cancelled one. Mr O told us this caused a number of problems for the other mortgage. He wanted Barclays to pay for ... (6 pages)View decision -
Decision Reference DRN-5243729
23 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5243729 The complaint Mrs D is unhappy that Metro Bank PLC will not refund all of the money she lost as the result of a scam. Mrs D brought her complaint through a representative. For ease of reading I will refer solely to Mrs D in this decision. What happened As both parties are fa... (4 pages)View decision -
Decision Reference DRN-4939728
23 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4939728 The complaint Ms W, on behalf of her business “F”, has complained that Starling Bank Limited (“Starling”) failed to protect her from falling victim to an impersonation scam. What happened The background of this complaint is already known to both parties, so I won’t repeat a... (4 pages)View decision -
Decision Reference DRN-5281307
23 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5281307 The complaint Miss C complains about the service she got from Santander UK Plc including not having her share allocation used to credit the mortgage, cheques not being credited to her account, an explanation as to how legal costs and arrears have been applied to the account ... (2 pages)View decision -
Decision Reference DRN-5116948
23 Jan 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5116948 The complaint Mr D has complained about a transfer of his SLOC CA Limited trading as Sun Life Financial of Canada (SLOC) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in September 2014. Mr D’s QROPS was intended to be used to invest... (10 pages)View decision -
Decision Reference DRN-4770256
23 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4770256 The complaint Mr K complains National Westminster Bank Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a brief summary here. Mr K engaged the services of... (3 pages)View decision -
Decision Reference DRN-5211141
23 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5211141 The complaint Mr T complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to a scam. Mr T is being represented by a claims management company in this complaint. What happened In January 2021, Mr T invested in a company – Buy... (7 pages)View decision -
Decision Reference DRN-5123892
23 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5123892 The complaint Mr D has complained about a transfer of his Phoenix Life Limited personal pensions to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in July 2014. Mr D’s QROPS was subsequently used to invest in the Trafalgar Multi Asset Fund – a Cayman is... (10 pages)View decision -
Decision Reference DRN-5242715
23 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5242715 The complaint Mr R complains that Barclays Bank UK PLC failed to make reasonable adjustments by not sending him his mortgage offer and supporting documents in braille. Mr R says that as a result, he was unaware of the mortgage terms, and this impacted his ability to secure a... (5 pages)View decision
