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 121262 results
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Decision Reference DRN-4342288
11 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4342288 The complaint Mrs J and Mr R are unhappy with the way they have been treated by Barclays Bank UK PLC. They said incorrect missed payments have been reported on their credit file which has caused them a significant amount of stress and worry. What happened Mr R is a landlord wit... (8 pages)View decision -
Decision Reference DRN-4322447
11 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4322447 The complaint Miss H and Miss P complain that Great Lakes Insurance SE has turned down a claim they made on a travel insurance policy. All references to Great Lakes include the claims handler acting on its behalf. What happened Miss H and Miss P took out a single trip ‘Extra’ t... (4 pages)View decision -
Decision Reference DRN-4340760
11 Sep 2023 Tesco Mobile Limited UpheldConsumer CreditDRN-4340760 The complaint Mrs C has complained that Tesco Mobile Limited continues to ask her to settle a credit agreement she didn’t take out. What happened In September 2022 Mrs C realised she’d been the victim of familial economic abuse. A number of purchases had been made with her debi... (3 pages)View decision -
Decision Reference DRN-4321532
11 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4321532 The complaint Mr B has complained that Royal & Sun Alliance Insurance Limited (‘RSA’) declined a claim under his home emergency insurance policy following a water leak through the roof. The term ‘RSA’ includes its agents, representatives, and contractors for the purposes of... (4 pages)View decision -
Decision Reference DRN-4315162
11 Sep 2023 Henderson Rowe Ltd UpheldPensions and AnnuitiesDRN-4315162 The complaint Mr R presented (and represented) a collective complaint about a number of investment related accounts held with Henderson Rowe Ltd (‘HR’). The complaint was then split and separated. This decision is only about his accounts and about the following – he says HR fai... (9 pages)View decision -
Decision Reference DRN-4173969
11 Sep 2023 Skrill Limited UpheldBanking and PaymentsDRN-4173969 The complaint Mr H complains that Skrill Limited incorrectly processed a number of withdrawals he tried to make, which meant the money never credited his other account. What happened In mid-to-late 2021, Mr H tried to make a number of withdrawals from his account with Skrill to... (2 pages)View decision -
Decision Reference DRN-4101626
11 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4101626 The complaint Mr C complains a Barclays Bank UK PLC trading as Barclaycard (Barclays) system error resulted in his payment for a flight to be cancelled causing financial loss. What happened Mr C says he booked an overseas flight using two separate credit cards, one with another... (3 pages)View decision -
Decision Reference DRN-4290292
11 Sep 2023 RAC Insurance Limited UpheldInsuranceDRN-4290292 The complaint Mr H has complained about the service he received from RAC Insurance Limited’s service when he broke down in Europe. He said this ensured he incurred a significant level of excess costs due to its services failures, which RAC hasn’t refunded. What happened Mr H wa... (3 pages)View decision -
Decision Reference DRN-4340129
11 Sep 2023 QIC Europe Ltd UpheldInsuranceDRN-4340129 The complaint Mrs P complains about QIC Europe Limited’s (QIC) poor service following a claim under her home emergency policy. What happened Mrs P held a home emergency policy with QIC. She contacted QIC to make a claim as her toilet was leaking. It contacted an engineer who di... (4 pages)View decision -
Decision Reference DRN-4109405
11 Sep 2023 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4109405 The complaint Ms M complains that Alexander Associates Group, an appointed representative of St James’s Place Wealth Management Plc (‘SJP’), failed to advise her about her pension which has led to her missing out on tax relief and additional pension benefits over several years.... (14 pages)View decision
