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 361839 results
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Decision Reference DRN-4821907
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4821907 The complaint Mr R complains that Santander UK Plc didn’t do enough to protect him when he made payments to two separate property investment opportunities he now considers were scams. What happened Mr R made two payments from his Santander account towards a property developm... (3 pages)View decision -
Decision Reference DRN-4882709
28 Nov 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4882709 The complaint Mr M complains that St. James’s Place Wealth Management Plc (SJPWM) failed to provide him with annual reviews and ongoing advice since 2005 despite him paying a fee for such a service. What happened In March 2005 SJPWM recommended that Mr M switch one of his tw... (5 pages)View decision -
Decision Reference DRN-5002139
28 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5002139 The complaint Mr and Mrs S complain that Barclays Bank UK Plc has treated them unfairly in relation to their mortgage account. They are unhappy with the way Barclays has, or hasn’t, communicated with them and that it won’t accept their payment arrangement requests. What happ... (7 pages)View decision -
Decision Reference DRN-4990383
28 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-4990383 The complaint Mr and Mrs W complain about the way U K Insurance Limited trading as Direct Line (“UKI”) handled a claim they made on their home insurance policy. What happened In December 2023 Mr and Mrs W contacted their home emergency provider as they had water damage to t... (2 pages)View decision -
Decision Reference DRN-5077403
28 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5077403 The complaint Miss P complains Barclays Bank UK PLC unfairly closed her account without reason. Miss P says this caused her significant distress and financial loss. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of ... (3 pages)View decision -
Decision Reference DRN-4853224
28 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4853224 The complaint Mr and Mrs T complain that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the money they lost when they say they fell victim to a scam. What happened Mr and Mrs T say that they were introduced to an investment opportunity with a company I’ll refer to as H in this ... (3 pages)View decision -
Decision Reference DRN-5171663
28 Nov 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5171663 The complaint Mrs I complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) t... (6 pages)View decision -
Decision Reference DRN-4616146
28 Nov 2024 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-4616146 The complaint Mr M complains that Volvo Car Financial Services UK Limited (VCFS) executed a conditional sale agreement without his authority. What happened Around November 2022 Mr M ordered a new car from a trader I’ll call P. He was to finance the car with a conditional sal... (2 pages)View decision -
Decision Reference DRN-5172804
28 Nov 2024 QIC Europe Ltd UpheldInsuranceDRN-5172804 The complaint Mr R and Mrs R complain about QIC Europe Ltd’s decision to decline a claim they made after an escape of water at their home. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. I’d like to ass... (9 pages)View decision -
Decision Reference DRN-5167658
28 Nov 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5167658 The complaint Mr B has complained, with the help of a professional third party, about the transfer of his personal pension to a small self-administered scheme (“SSAS”) in March 2015. Mr B says he can no longer access his pension and all benefits have been lost. His personal ... (10 pages)View decision
