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 128312 results
-
Decision Reference DRN-4838272
22 Aug 2024 HDI Global Specialty SE UpheldInsuranceDRN-4838272 The complaint Mr T has complained that HDI Global Specialty SE (‘HDI’) unfairly increased premiums for his pet’s insurance policy. For the avoidance of doubt, the term ‘HDI’ includes HDI’s agents and representatives for the purposes of this decision letter. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4965163
22 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4965163 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened Barclays told us: In 2023 it carried out a Know Your Customer (KYC) review of M’s bank accounts. M’s representatives were complying ... (3 pages)View decision -
Decision Reference DRN-4809089
22 Aug 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4809089 The complaint Mr W is unhappy that Scottish Widows Limited (Scottish Widows) incorrectly updated his address details in 2015. What happened Mr W has a pension with Scottish Widows. In April 2015 Scottish Widows received information internally from the banking arm of the fir... (6 pages)View decision -
Decision Reference DRN-4914885
22 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4914885 The complaint Miss J complains that NewDay Ltd trading as Aquacard irresponsibly lent to her. Miss J is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss J her... (5 pages)View decision -
Decision Reference DRN-4847212
22 Aug 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4847212 The complaint Mr L and Miss W complain that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim for accidental damage to a mobile phone and voided their policy. Although this complaint concerns a joint policy, I will refer to Mr L throughout as this ... (3 pages)View decision -
Decision Reference DRN-4981046
22 Aug 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4981046 The complaint Mr B complains that Lloyds Bank General Insurance Limited trading as MBNA (Lloyds) declined a claim made under his home insurance policy. What happened In December 2023 Mr B made a claim to Lloyds, his home insurance provider. He said a storm had caused damage... (4 pages)View decision -
Decision Reference DRN-4980499
22 Aug 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4980499 The complaint Mr F complains about the way National Savings and Investments (“NSI”) handled his applications to gift premium bonds to each of his his four grandchildren. What happened Mr F is an existing customer of NSI. Shortly before Christmas 2023 he bought four £1,000 pr... (3 pages)View decision -
Decision Reference DRN-4980589
22 Aug 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4980589 The complaint Miss O is unhappy Wise Payments Limited (trading as Wise) hasn’t reimbursed her for the money she lost when she fell victim to a scam. What happened Miss O was contacted by an individual claiming to be from her main bank account provider (which I’ll call ‘L’).... (4 pages)View decision -
Decision Reference DRN-4980569
22 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4980569 The complaint Miss O is unhappy Lloyds Bank Plc hasn’t reimbursed her for the money she lost when she fell victim to a scam. What happened Miss O was contacted by an individual claiming to be from Lloyds. She was told that her accounts with Lloyds and with others were at ri... (4 pages)View decision -
Decision Reference DRN-4888107
22 Aug 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4888107 The complaint Mr and Mrs D complain about legal costs, arrears fees, and insurance premiums that were added to their mortgage balance by Mortgage Agency Services Number Five Limited (MAS5). They also complain that the interest rate charged was punitive and too high. What h... (3 pages)View decision