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 120799 results
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Decision Reference DRN-4608405
3 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4608405 The complaint Mrs H complains that HSBC UK Bank Plc trading as first direct won’t reimburse her after she fell victim to a scam. What happened Mrs H has explained that in September 2023, she received a phishing email, appearing to come from Royal Mail, requesting for her to pay... (5 pages)View decision -
Decision Reference DRN-4827588
3 Jun 2024 True Potential Investments LLP UpheldPensions and AnnuitiesDRN-4827588 The complaint Mr S complains that True Potential Investments LLP (TPI) failed to provide proper and full information about operational aspects of his pension and failed to communicate with him fully and in a timely way. He also feels that it failed to administer his requests in... (6 pages)View decision -
Decision Reference DRN-4764535
3 Jun 2024 Wakam UpheldInsuranceDRN-4764535 The complaint Mr C complains about Wakam’s decision to void his home insurance policy and decline to deal with his claim on the basis he made a misrepresentation. What happened Mr C took out a policy with Wakam and then, around six months later, he made a claim following a burg... (4 pages)View decision -
Decision Reference DRN-4770580
3 Jun 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4770580 The complaint Mr and Mrs P complain about how Liverpool Victoria Insurance Company Limited (“LV”) has handled their home insurance claim. Mr and Mrs P are joint policyholders. As most of the communication relating to their claim and complaint has been from Mr P, I’ll refer main... (4 pages)View decision -
Decision Reference DRN-4807504
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4807504 The complaint Mr M complains that Barclays Bank UK PLC failed to respond to his letters and complaint requesting help with his banking whilst he was away from home receiving medical treatment. What happened Mr M wrote to Barclays on 5 December 2023 about his serious health cond... (2 pages)View decision -
Decision Reference DRN-4809380
3 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4809380 The complaint Mr and Mrs F complain Lloyds Bank PLC did not respond to their letter they sent it. What happened Mr and Mrs F say they have two joint accounts with Lloyds – a Standard Saver account and an International Money Market Call account. As they currently live abroad, th... (4 pages)View decision -
Decision Reference DRN-3439105
3 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3439105 The complaint Mr P complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence before it accepted his Self-Invested Personal Pension (‘SIPP’) application and allowed him to i... (45 pages)View decision -
Decision Reference DRN-4718059
3 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4718059 The complaint Ms L and Mr M complain that Ageas Insurance Limited won’t agree to cover all of the alternative accommodation costs claimed for under their home insurance policy. Ageas is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions... (3 pages)View decision -
Decision Reference DRN-4716411
3 Jun 2024 Derbyshire Home Loans Ltd UpheldMortgagesDRN-4716411 The complaint Mr and Mrs F’s complaint is about their mortgage with Derbyshire Home Loans Limited (DHL). The mortgage is administered by The Mortgage Works (UK) Plc (TMW), which is owned by Nationwide Building Society. Because Mr and Mrs F have done so in their correspondence, ... (5 pages)View decision -
Decision Reference DRN-4793620
3 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4793620 The complaint Mrs B complains that The Co-operative Bank Plc (“Co-op”) incorrectly recorded her as being deceased. This resulted in her accounts being frozen, transactions being declined and direct debits and standing orders being cancelled. She is also unhappy at the service s... (4 pages)View decision
