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 121478 results
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Decision Reference DRN-4378583
15 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4378583 The complaint Mr S complains that Barclays Bank UK PLC (Barclays) misled him over an entitlement to Avios points. He would like 100,000 points and compensation. He would also like Barclays to review its email system to ensure others are not affected in the same way. What happen... (2 pages)View decision -
Decision Reference DRN-4453726
15 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4453726 The complaint Ms M complains that Admiral Insurance (Gibraltar) Limited unfairly declined her motor insurance claim and tried to recover third-party costs from her. What happened In October 2019, Ms M’s car was taken from her driveway by a family member who was not insured to d... (3 pages)View decision -
Decision Reference DRN-4434281
15 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4434281 The complaint Mr G complains about U K Insurance Limited trading as Churchill (“UKI”) and the service they provided when he attempted to make a claim on his motor insurance policy for damage caused to his sister’s car when he was driving. What happened The circumstances of the ... (4 pages)View decision -
Decision Reference DRN-4441991
15 Jan 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4441991 The complaint Z, a limited company, complains PayrNet Limited unfairly blocked and closed its account, and failed to return its funds. What happened Z opened an account with G, an agent of PayrNet for which they are responsible. For ease of reference, I’ll refer to PayrNet from... (3 pages)View decision -
Decision Reference DRN-4515681
15 Jan 2024 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-4515681 The complaint Mr H complains about incorrect information from Standard Life Assurance Limited (SL) What happened Mr H said he had been given incorrect information about the charges on his pension. He knew there was a discount but had been told this was 0.74%, 0.81% and 0.66%. H... (3 pages)View decision -
Decision Reference DRN-4271757
15 Jan 2024 Home in One Financial Services Limited UpheldMortgagesDRN-4271757 The complaint Ms K has complained about poor customer service she received from her mortgage broker, Mortgage Matters Direct, represented by Home in One Financial Services Limited, and referred to here as MMD. Ms K wants MMD to compensate her for financial loss, distress and in... (3 pages)View decision -
Decision Reference DRN-4476582
15 Jan 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4476582 Complaint Mr K says Shop Direct Company Finance Limited (trading as “Very”) irresponsibly provided her with a catalogue shopping account which it then unfairly increased the credit limit on a number of times. In effect, he says that he shouldn’t have been provided with his acco... (4 pages)View decision -
Decision Reference DRN-4399481
15 Jan 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4399481 Complaint Miss H says Shop Direct Company Finance Limited (trading as “Very”) irresponsibly provided her with a catalogue shopping account which it then unfairly increased the credit limit on a number of times. She says her credit limit shouldn’t have been increased so many tim... (5 pages)View decision -
Decision Reference DRN-4524796
15 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4524796 Complaint Miss H has complained that HSBC UK Bank Plc (“HSBC”) irresponsibly provided her with an overdraft which it unfairly continued allowing her to use even when it should have realised that she was struggling with the interest on it. Background Miss H has also complained a... (3 pages)View decision -
Decision Reference DRN-4557418
14 Jan 2024 Quilter Mortgage Planning Limited UpheldInsuranceDRN-4557418 The complaint Mrs P complains she gave Quilter Mortgage Planning Limited (“Quilter”) accurate and honest answers to the health questionnaire when it sold her life cover, but around two and a half years later her cover was reduced by the policy provider due to her health conditi... (3 pages)View decision
