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 128535 results
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Decision Reference DRN-4761757
14 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4761757 The complaint Mr P complains that Bank of Scotland plc trading as Halifax did not respond fairly to his complaint about a payment it sent to the wrong bank in error. In particular, he says Halifax has not honoured its agreement for him to keep the money paid in error. What happ... (3 pages)View decision -
Decision Reference DRN-4853173
14 Jun 2024 Humboldt Financial Limited UpheldInsuranceDRN-4853173 The complaint Ms C says Humboldt Financial Limited mis-sold her a critical illness insurance policy (‘the policy’). What happened I issued a provisional decision in May 2024 explaining why I was intending to uphold this complaint. An extract of my provisional decision is set ou... (6 pages)View decision -
Decision Reference DRN-4338482
14 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4338482 The complaint Ms M 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 when it accepted her Self-Invested Personal Pension (‘SIPP’) application and allowed her to inv... (51 pages)View decision -
Decision Reference DRN-4853154
14 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4853154 The complaint Miss R complains about how Ageas Insurance Limited (Ageas) handled a claim under her home insurance policy for damage to her property caused by a leak from a bathroom. Ageas use agents to administer the policy and to assess claims. References to Ageas include thes... (4 pages)View decision -
Decision Reference DRN-3938769
14 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3938769 The complaint Miss K has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (... (5 pages)View decision -
Decision Reference DRN-4815807
14 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4815807 The complaint Mr M complains about problems he’s had accessing services and having services explained to him by Barclays Bank UK PLC, trading as Barclaycard. What happened Mr M is upset that Barclaycard didn’t call him back in the timeframe they promised they would; that when t... (2 pages)View decision -
Decision Reference DRN-4801166
14 Jun 2024 West Bay Insurance Plc UpheldInsuranceDRN-4801166 The complaint Mr H is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim made by a third party on his car insurance policy. What happened In April 2023 West Bay received notification from a third party insurer (TPI) of an incident involving... (2 pages)View decision -
Decision Reference DRN-4787009
14 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4787009 The complaint F, a company, complains that Barclays Bank UK PLC didn’t successfully recall a payment that F had made in error resulting in a loss. What happened F explains that it had ‘old’ and ‘new’ account details for an individual it wanted to pay for services. And that in e... (3 pages)View decision -
Decision Reference DRN-4592016
14 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4592016 The complaint Mr B has complained about the handling of his claim by Covea Insurance plc for damage to his flat caused by an escape of water in March 2023. Reference to Covea in this decision includes the actions taken by its agents that it has appointed on its behalf to deal w... (5 pages)View decision -
Decision Reference DRN-4791267
14 Jun 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4791267 The complaint Mr K complains that Barclays Bank UK PLC have incorrectly reported his buy-to-let mortgage accounts as being in arrears. He also complains about the customer service he’s received from Barclays, and the time taken to resolve his concerns. What happened Mr K is a b... (6 pages)View decision