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-4333093
6 Feb 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4333093 The complaint Mr C is unhappy Starling Bank Limited (Starling) closed his account without any explanation. What happened The facts of this case are well known to both sides so I will just summarise them here. In October 2022 Starling notified Mr C that it would be closing his a... (2 pages)View decision -
Decision Reference DRN-4358125
6 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4358125 The complaint Mr A complains that Barclays Bank UK PLC blocked and then closed his account. What happened Mr A had an account with Barclays. In December 2022, Barclays blocked Mr A’s account while it carried out a review. It asked Mr A to provide information about a payment to ... (2 pages)View decision -
Decision Reference DRN-4463983
6 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4463983 The complaint Mr R has complained about the fact that Admiral Insurance (Gibraltar) Limited has refused to deal with his claim under his motor policy. Mr R is represented by his wife. However, I shall just refer to Mr R throughout for ease of reference. What happened Mr R was i... (4 pages)View decision -
Decision Reference DRN-4603320
6 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4603320 The complaint Mr H complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties. I’ve discussed the circumstances and the outcome with HSBC and Mr H already. And so I’m only summ... (3 pages)View decision -
Decision Reference DRN-4523602
6 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4523602 The complaint Miss D complains that Barclays Bank UK PLC didn’t pay 100,000 Avios points when she opened a current account and credit card account. What happened Miss D applied for a Barclays current account and credit card account in November 2022 and believed she qualified fo... (3 pages)View decision -
Decision Reference DRN-4600341
6 Feb 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4600341 The complaint Mr R complains that he was charged a large Early Repayment Charge (“ERC”) when he bought his new home and paid off his mortgage with The Co-operative Bank Plc trading as Britannia. Mr R didn’t think that was fair, and he wanted this money back. What happened Mr R ... (6 pages)View decision -
Decision Reference DRN-4556441
6 Feb 2024 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-4556441 The complaint Mr D complains about the advice AJH Financial Services Ltd (‘AJH’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice wasn’t suitable for him and believes it has caused a finan... (6 pages)View decision -
Decision Reference DRN-4600227
6 Feb 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4600227 The complaint Mr M has complained that FUND OURSELVES LIMITED trading as Fund Ourselves (“Fund Ourselves”) gave him loans without carrying out sufficient affordability checks. Mr M has also complained that after entering a Debt Respite Scheme, Fund Ourselves continued to charge... (7 pages)View decision -
Decision Reference DRN-4494756
6 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4494756 The complaint Mr B complains that TSB Bank plc hasn’t paid him an incentive payment when he used the Current Account Switch Service (CASS). What happened From 10 July 2023 to 18 August 2023 TSB promoted a £200 account switch offer to new customers. The incentive was payable in ... (3 pages)View decision -
Decision Reference DRN-4574746
6 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4574746 The complaint Mrs C complains that Aviva Insurance Limited unfairly declined a claim she made under her home insurance (buildings) policy. Aviva is the underwriter of this policy, and the underwriter is responsible for complaints about claims. Part of this complaint is about wh... (3 pages)View decision
