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
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Decision Reference DRN-4873095
4 Jul 2024 Topaz Finance Limited UpheldMortgagesDRN-4873095 The complaint Mr H complains that Topaz Finance Limited trading as Heliodor Mortgages (Heliodor) gave him advice when not permitted to do so and didn’t adhere to the legal requirements for providing information under a data subject access request (DSAR). He also complains about... (5 pages)View decision -
Decision Reference DRN-4790361
4 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4790361 The complaint Miss G complains that Lloyds Bank PLC (“Lloyds”) failed to notice that she was in financial difficulty or treat her with forbearance in relation to her overdraft. What happened Miss G holds an account with Lloyds which has an agreed overdraft facility. The account... (3 pages)View decision -
Decision Reference DRN-4890162
4 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4890162 The complaint Mr C complains that TSB Bank plc could not resolve a technical error which prevented payments, and they provided him with poor customer service. What happened Mr C says there were a number of issues which he’s had with TSB. He had tried to make deposits with other... (3 pages)View decision -
Decision Reference DRN-4676506
4 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4676506 The complaint Mr V and Ms P complain that Barclays Bank UK PLC (Barclays) caused unnecessary delays to their mortgage application. As a result of the delays, Mr V and Ms P said they only received their mortgage offer one month before it expired. They couldn’t complete in that t... (4 pages)View decision -
Decision Reference DRN-4890035
4 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4890035 The complaint Mr S is unhappy with Bank of Scotland plc trading as Halifax. He attempted to pay in a cheque using the cash machine, but it wouldn’t accept it. So, he attempted to pay the cheque into his account inside the branch. But the counter staff again declined the cheque.... (2 pages)View decision -
Decision Reference DRN-4722227
4 Jul 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4722227 The complaint Mr C complains about delays he says The Prudential Assurance Company Limited (Prudential) has caused in him accessing his Personal Pension Plan (PPP) benefits. What happened I issued a provisional decision on 17 May 2024. I’ve recapped the background below: “Follo... (15 pages)View decision -
Decision Reference DRN-4887726
4 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4887726 The complaint D complains about mistakes made by Barclays Bank UK PLC when arranging a payment holiday for its Bounce Back Loan that led to its business current account being restricted and the overdraft facility being removed. What happened The background to this complaint and... (4 pages)View decision -
Decision Reference DRN-4889872
4 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4889872 The complaint Miss R complains that Royal & Sun Alliance Insurance Limited (RSA) partially declined a claim she made under her landlord’s building insurance policy. What happened Miss R has a landlord’s building insurance policy underwritten by RSA. The tenants renting Miss... (6 pages)View decision -
Decision Reference DRN-4832204
4 Jul 2024 Bank of Scotland Plc UpheldMortgagesDRN-4832204 The complaint Ms M complains about how long it has taken Bank of Scotland plc trading as Halifax to repossess a property which is mortgaged with it. What happened Ms M told us she and her former partner had a joint mortgage with Halifax. In 2020 she separated from that partner.... (5 pages)View decision -
Decision Reference DRN-4889894
4 Jul 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4889894 The complaint Mr and Mrs H complain about Liverpool Victoria Insurance Company Limited (“LV”)’s handling of their buildings insurance claim. All references to LV also include its appointed agents. What happened What my findings cover I’m aware previous complaints have been made... (6 pages)View decision