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 125363 results
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Decision Reference DRN-4175407
28 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4175407 The complaint A company, which I’ll refer to as “P”, complains that Barclays Bank UK PLC unfairly defaulted its Bounce Back Loan facility. One of P’s directors, Mr S, brings the complaint on the company’s behalf. What happened P banked with Barclays, holding a business current ... (8 pages)View decision -
Decision Reference DRN-4215240
28 Jun 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4215240 The complaint Mr J has complained about the way Advantage Insurance Company Limited have handled his claim under his car insurance policy. I appreciate Mr J dealt with an insurance broker representing Advantage on his claim, but, for the sake of ease, I’ve referred to Advantage... (3 pages)View decision -
Decision Reference DRN-4215268
28 Jun 2023 EFG Private Bank Limited UpheldInvestmentsDRN-4215268 The complaint Mr and Mrs H complain about the service provided by EFG Private Bank Limited (‘EFG’) during the process of arranging ISA transfers to Mr and Mrs H’s new portfolio management service (whom I’ll call ‘S’). They say EFG was responsible for delays during the transfer ... (7 pages)View decision -
Decision Reference DRN-4192115
28 Jun 2023 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4192115 The complaint This complaint relates to the service provided by St. James’s Place Wealth Management Plc (“SJPWM”) to Mr and Mrs G and their sons. Ordinarily I’d use something like “Mr G” to refer to a complainant, in an effort to preserve anonymity when my decisions are publish... (5 pages)View decision -
Decision Reference DRN-4080938
28 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4080938 The complaint Miss S complains that Clydesdale Bank Plc, trading as Virgin Money (“Virgin”), irresponsibly granted her a credit card she couldn’t afford to repay. What happened Miss S entered into an agreement with Virgin to have access to credit with a credit card account. The... (3 pages)View decision -
Decision Reference DRN-4001036
28 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4001036 The complaint Mrs H complains that Barclays Bank UK PLC made a number of errors when dealing with her credit card and current accounts since the passing of her late husband, and that these errors caused her significant distress. What happened When Mrs H’s late husband passed in... (3 pages)View decision -
Decision Reference DRN-4211421
28 Jun 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4211421 The complaint Miss C and Mr W are unhappy with the car valuation provided under their car insurance policy by Advantage Insurance Company Limited (Advantage), following their car being written off. What happened The background of this complaint is well known to both parties, so... (2 pages)View decision -
Decision Reference DRN-4144942
28 Jun 2023 Aldermore Bank Plc UpheldMortgagesDRN-4144942 The complaint Mr N complains that he hasn’t been given the interest rate he agreed to as part of his product switch with Aldermore Bank Plc. He’s also unhappy with delays to the product switch and that he’s received conflicting information about the new mortgage terms. What hap... (6 pages)View decision -
Decision Reference DRN-4213558
28 Jun 2023 The Plan Group Limited UpheldInsuranceDRN-4213558 The complaint Mr W complains that The Plan Group Limited mis-sold him a Pedal Cover branded bicycle insurance policy. What happened I’ll summarise the key points: Mr W took out a bicycle insurance policy with Pedal Cover in 2017. I’ll refer to the underwriter at that time as A... (3 pages)View decision -
Decision Reference DRN-4215173
28 Jun 2023 British Gas Services Limited UpheldInsuranceDRN-4215173 The complaint Mrs F complains that British Gas Services Limited failed to cancel her HomeCare policy and continued to deduct premiums from her bank account. What happened In 2022, Mrs F received an email from British Gas notifying her that an engineer was on their way to her r... (3 pages)View decision
