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 125400 results
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Decision Reference DRN-4630720
21 Feb 2024 One Insurance Limited UpheldInsuranceDRN-4630720 The complaint Mr M complains about the service he got from One Insurance Limited (One Insurance) after he made a claim on his car insurance policy. One Insurance is the underwriter of Mr M’s policy, so it’s his insurer. This complaint is, in part, about the actions of one of On... (3 pages)View decision -
Decision Reference DRN-4418522
21 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4418522 The complaint Mr D’s complaint is about the Mortgage Current Account (MCA) that is a feature of the mortgage he has with Barclays Bank UK PLC. Mr D says that he was unaware that the original mortgage advance of £175,000 came with a reserve of £50,000. Mr D says there were no af... (4 pages)View decision -
Decision Reference DRN-4632567
21 Feb 2024 Wren Sterling Financial Planning Limited UpheldInvestmentsDRN-4632567 The complaint Mr P complains that Wren Sterling Financial Planning Limited, trading as Wren Sterling, didn’t provide him with an annual review meeting. He wants Wren Sterling to acknowledge its mistake, and he wants a face-to-face meeting and compensation for the distress and i... (5 pages)View decision -
Decision Reference DRN-4367224
21 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4367224 The complaint Miss M has complained about the way Bank of Scotland plc trading as Halifax dealt with her claim for money back in relation to flights she paid for using her credit card. What happened The circumstances of the complaint are well known to the parties so I’m not goi... (3 pages)View decision -
Decision Reference DRN-4620213
21 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4620213 The complaint Mr J has complained about the way AWP P&C SA handled a claim he made on his travel insurance policy. Mr J has been represented by his daughter in making this complaint. However, for ease, I’ll mostly just be referring to Mr J in this decision. What happened Mr... (4 pages)View decision -
Decision Reference DRN-4623760
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4623760 The complaint Mr H complains U K Insurance Limited (UKI) accepted his claim on his car insurance policy as windscreen damage but then, part-way through the claim, changed its position and told him his claim was for accidental damage. Mr H says the claim should be for windscreen... (3 pages)View decision -
Decision Reference DRN-4371498
21 Feb 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4371498 The complaint Mr D complains Frasers Group Financial Services Limited provided him with two unaffordable catalogue shopping accounts under the brands Studio and Ace. I’ll refer to Frasers Group Financial Services Limited as “Studio Retail” throughout my decision; as most of the... (5 pages)View decision -
Decision Reference DRN-4131894
21 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4131894 The complaint Mr S complains that Barclays Bank UK PLC (trading as Barclaycard) unfairly closed his account without providing a proper explanation. He is also unhappy that transactions were declined before the account was closed and says the overall service provided to him was ... (6 pages)View decision -
Decision Reference DRN-4538417
21 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4538417 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund all the money she lost in a romance scam. What happened Mrs H says that in 2020 she started to chat to someone she met on a dating site. I’ll refer to this person as K in this de... (5 pages)View decision -
Decision Reference DRN-4632824
20 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4632824 The complaint Mr W has complained that AWP P&C SA (AWP) declined a claim he made on a travel insurance policy linked to his bank account. What happened In May 2023, Mr W was due to fly to Europe to attend a sporting event. His destination was subject to severe flooding at t... (3 pages)View decision
