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 364862 results
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Decision Reference DRN-5108456
23 Jan 2025 Utmost Life and Pensions Limited Not upheldInvestmentsDRN-5108456 The complaint Mr B complained about Utmost Life and Pensions Limited (ULP). He said he has an investment plan with it, that has underperformed. He said ULP should compensate him for the poor performance of the plan. What happened Mr B took out an investment plan in 1987 fro... (5 pages)View decision -
Decision Reference DRN-5282320
23 Jan 2025 Unum Ltd UpheldInsuranceDRN-5282320 The complaint Mr K has complained that Unum Ltd has declined a claim he made under his employer’s group income protection policy. What happened Mr K’s policy provides cover for Mr K’s own occupation. Benefit will paid after a deferred period of 104 weeks if the policy defini... (4 pages)View decision -
Decision Reference DRN-5101395
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5101395 The complaint Mr H and Mrs N complain that Barclays Bank UK PLC didn’t do enough to protect their funds when Mrs N fell victim to an investment scam. What happened In mid-2022 Mrs N fell victim to an investment scam. In 2023, Mrs N was contacted by someone claiming she was o... (3 pages)View decision -
Decision Reference DRN-5245306
23 Jan 2025 Call Assist Ltd Not upheldInsuranceDRN-5245306 The complaint Miss C complained about how Call Assist Ltd handled her claim under her motor breakdown insurance policy. What happened Miss C’s car broke down due to a problem with its clutch. Call Assist’s agent, a recovery operator, took it away to a garage for repair. But ... (3 pages)View decision -
Decision Reference DRN-5236618
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5236618 The complaint Miss L is unhappy that HSBC UK Bank Plc declined her request to write her balances off on medical grounds. What happened Miss L requested a write off of her overdraft, personal loan and credit card on medical grounds. HSBC declined the request and offered Miss ... (2 pages)View decision -
Decision Reference DRN-5278072
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5278072 The complaint Mr B is unhappy with HSBC UK Bank Plc. A payment that had been made into his account for £1,200 was returned to the issuing bank without Mr B’s knowledge or consent. What happened The £1,200 payment arrived in Mr B’s account in January 2024. This money was exp... (3 pages)View decision -
Decision Reference DRN-5283265
23 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5283265 The complaint Mr M is unhappy with the service he’s received from National Savings and Investments (“NS&I”) surrounding matured account payment requests he made. Mr M is represented in this complaint by his authorised representative, his mother, whom for clarity of refe... (4 pages)View decision -
Decision Reference DRN-5018169
23 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5018169 The complaint Mr H complains that Capital One (Europe) plc perpetuated unfair relationships with him in relation to three cards it lent him. What happened Capital One provided Mr H with a credit card in September 2011 with a limit of £500 – I’ll refer to this as card one. T... (5 pages)View decision -
Decision Reference DRN-5241166
23 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5241166 The complaint Mr M complains that Aviva Insurance Limited avoided his motorbike insurance policy (treated it like it never existed). The insurer of Mr M’s policy is Aviva. All reference in my decision to Aviva includes agents acting on its behalf. What happened Mr M took o... (3 pages)View decision -
Decision Reference DRN-5205209
23 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5205209 The complaint Mr E complains that Zopa Bank Limited didn’t place a hold on his credit card account while he was in discussions with a debt charity regarding a Debt Management Plan. He also says that Zopa weren’t sympathetic towards him. What happened In August 2024, Mr E co... (2 pages)View decision
