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-4452051
2 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4452051 The complaint A company which I will refer to as ‘H’ complains that HSBC UK Bank Plc wouldn’t reimburse the money which they lost due to an authorised push payment scam. They say that HSBC allowed a fraudster to open an account with it and then use the account for fraudulent pu... (5 pages)View decision -
Decision Reference DRN-4452559
2 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4452559 The complaint Mr F complains about the service provided by Advantage Insurance Company Limited after he took out a motor insurance policy. In particular, around the cancellation of his policy. Advantage are the underwriters (insurers) of this policy. Some of this complaint conc... (4 pages)View decision -
Decision Reference DRN-4598338
2 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4598338 The complaint Mr M complains about Aviva Insurance Limited’s delay in handling a claim for damage to his property. Where I’ve referred to Aviva, this also includes any actions or communication by agents acting on their behalf. What happened Mr M is leaseholder of an apartment w... (4 pages)View decision -
Decision Reference DRN-4598007
2 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4598007 The complaint Mr D complains that Barclays Bank UK PLC did not present two cheques he deposited with them, and they provided poor customer service to him. What happened Mr D attempted to deposit two separate cheques which came from a third party bank into his Barclays account, ... (3 pages)View decision -
Decision Reference DRN-4588230
2 Feb 2024 Lloyds Bank PLC UpheldMortgagesDRN-4588230 The complaint Mr and Mrs C complain that Lloyds Bank PLC unfairly declined to extend the term of their mortgage. They ask for a 10-year extension on a manageable fixed interest rate. They’d ideally like a lifetime mortgage. What happened The term of Mr and Mrs C’s mortgage expi... (3 pages)View decision -
Decision Reference DRN-4559145
2 Feb 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4559145 The complaint Mrs G complains that Starling Bank Limited lent irresponsibly when it approved an overdraft facility of £500 when she applied for a bank account. Mrs G also complains that Starling Bank failed to provide reasonable support when she experienced financial difficulti... (3 pages)View decision -
Decision Reference DRN-4107288
2 Feb 2024 David Stock & Co Limited UpheldPensions and AnnuitiesDRN-4107288 The complaint Mr V complains that he was given unsuitable advice by David Stock & Co Limited (‘DSC’) to transfer the benefits from his defined benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes thi... (5 pages)View decision -
Decision Reference DRN-4567692
2 Feb 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4567692 The complaint Mr and Mrs B are unhappy that Great Lakes Insurance UK Limited excluded cover for all Mr B’s pre-existing medical conditions from their travel insurance policy, after Mr and Mrs B contacted it during the policy year to declare a change in Mr B’s health. What happe... (5 pages)View decision -
Decision Reference DRN-4171423
2 Feb 2024 Citibank UK Limited UpheldInvestmentsDRN-4171423 The complaint Mr A complains about Citibank UK Limited’s failure to provide him with information relating to his investment portfolio. He also complains about the way it handled his request to transfer his portfolio to a new manager. What happened In June 2022, after failed att... (3 pages)View decision -
Decision Reference DRN-4491668
2 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4491668 The complaint Mr D complains that Barclays Bank UK PLC (“Barclays”) held him liable for a failed cash withdrawal. What happened Mr D explained that he twice tried to withdraw cash from automated teller machines (ATMs). These ATMs weren’t operated by Barclays. Mr D described how... (5 pages)View decision
