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 125299 results
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Decision Reference DRN-4632422
20 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4632422 The complaint Mrs G complains that Barclays Bank UK PLC (Barclays) closed her UK account. What happened Mrs G lives in Australia but has worked in the UK and overseas. She has banked with Barclays for over 40 years. Barclays wrote to her on 10 May 2023, 3 June 2023 and 8 August... (4 pages)View decision -
Decision Reference DRN-4297965
20 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4297965 The complaint Mr R complains about how AXA Insurance UK Plc (“AXA”) dealt with a claim he made on his home insurance policy following an escape of water at his home. AXA Insurance UK Plc is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the ... (4 pages)View decision -
Decision Reference DRN-4632441
20 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4632441 The complaint Mrs M complains that Barclays Bank UK PLC did not honour a promotional offer she applied for. What happened Mrs M attempted to apply for a combined offer with Barclays and a credit card company (which I will refer to as CCC in this decision) in Barclays wider grou... (5 pages)View decision -
Decision Reference DRN-4423172
20 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4423172 The complaint Ms K complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Ms K, who has a representative, has an account with Monzo Bank. Ms K says she was looking for a way to supplement her income when she received a message... (5 pages)View decision -
Decision Reference DRN-4624119
20 Feb 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4624119 The complaint Mr G complains that St James’s Place Wealth Management Plc (“SJP”) gave him unsuitable investment advice. He says SJP didn’t carry out due diligence on the investment it recommended and that the risks of the investment, and suitable alternatives, weren’t discussed... (3 pages)View decision -
Decision Reference DRN-4632129
20 Feb 2024 Phoenix Life Limited UpheldInsuranceDRN-4632129 The complaint Mrs J and Mr J have complained about the service they received from Phoenix Life Limited trading as Sun Life (“Sun Life”). What happened The background to this matter is well known to the parties and not in dispute. In summary Mrs J and Mr J each had an over 50s p... (2 pages)View decision -
Decision Reference DRN-4566397
20 Feb 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4566397 The complaint Mr P complains Marks & Spencer Financial Services Plc trading as M&S Bank have provided him with poor customer service regarding the Cash Individual Savings Account (ISA) he opened with them. What happened Mr P attempted to open an M&S Bank Cash ISA, d... (3 pages)View decision -
Decision Reference DRN-4549076
20 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4549076 The complaint Mrs B complains Admiral Insurance (Gibraltar) Limited settled her contents insurance claim unfairly. Mr B and Mrs B are joint policyholders, but as the claim is Mrs B’s I’ve only referred to her in this decision. What happened In June 2023 Mrs B made a claim on he... (4 pages)View decision -
Decision Reference DRN-4624796
20 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4624796 The complaint Mr M complains that Nationwide Building Society didn’t pay a switching bonus when he moved his account, and also that it told him he’d failed security, getting some of his personal information wrong, when he thought he’d answered all the questions he was asked cor... (5 pages)View decision -
Decision Reference DRN-4584630
20 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4584630 The complaint Mrs C says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to her. What happened Mrs C took out a credit card from Virgin Money on 19 July 2021. She was given a £3,500 credit limit and used £3,300 to transfer a balance from another card onto a 0% ... (3 pages)View decision
