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-4162061
26 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4162061 The complaint Mr R complains that Barclays Bank UK PLC incorrectly recorded a fraud marker against him, closed his account and then delayed removing the marker after he contacted it. He’d like Barclays to compensate him for the difficulties this caused. What happened I issued m... (4 pages)View decision -
Decision Reference DRN-4209937
26 Jun 2023 more 2 life Ltd UpheldMortgagesDRN-4209937 The complaint Mr and Mrs J complain about how more 2 life Ltd (M2L) handled their application for a lifetime mortgage. Mr and Mrs J say that M2L caused undue delay to their application. They are unhappy that because of the delay they will owe more on their mortgage – due to a r... (4 pages)View decision -
Decision Reference DRN-4210028
26 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4210028 The complaint Mr C complains that Barclays Bank UK PLC made an error in administering his foreign currency account which resulted in a delayed transfer of funds, causing him to lose money. What happened Mr C holds a currency account with Barclays. Mr C had asked Barclays to clo... (3 pages)View decision -
Decision Reference DRN-4137636
26 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4137636 The complaint A limited company, which I will refer to as S, complains about the way Barclays Bank UK Plc carried out a Know Your Customer (KYC) review. Mr D, a director of S, has brought the complaint on its behalf. What happened Mr D told us: Barclays’s database has been con... (3 pages)View decision -
Decision Reference DRN-4210011
26 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4210011 The complaint Mrs P complains that HSBC UK Bank Plc did not tell her a cheque had been repaid back to a third party bank and they allowed her to be significantly overdrawn which resulted in direct debit payments being reversed. Mrs P is represented by her son in law in bringing... (5 pages)View decision -
Decision Reference DRN-3910594
26 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-3910594 The complaint Mr M complains Hastings Insurance Services Limited cancelled his car insurance policy. What happened In September 2021, Mr M took out a car insurance policy though Hastings, a broker. He agreed to pay the annual premium in monthly instalments and so Hastings arran... (3 pages)View decision -
Decision Reference DRN-3929594
26 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3929594 The complaint Mr and Mrs I are unhappy with the premiums and excess set by AXA Insurance UK plc following a subsidence claim. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr and Mrs I got in touch with AXA in November ... (3 pages)View decision -
Decision Reference DRN-4209883
26 Jun 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4209883 The complaint Mrs G complains that Liverpool Victoria Insurance Company Limited acted unfairly when handling a claim she made under her home insurance policy. What happened I’ll summarise the key points: Mrs G got in touch with LV in 2022 about water damage to her garage and s... (3 pages)View decision -
Decision Reference DRN-4209861
26 Jun 2023 Mortgage Express UpheldMortgagesDRN-4209861 The complaint This complaint is about a portfolio of four buy-to-let (BTL) mortgages Mr B holds with Mortgage Express (ME). The mortgages were taken out in 2006, jointly with Mr B’s then wife. In 2017 as a consequence of Mr B getting divorced, the mortgages were transferred to ... (6 pages)View decision -
Decision Reference DRN-3211134
25 Jun 2023 Trading 212 UK Limited UpheldInvestmentsDRN-3211134 The complaint Miss K complains Trading 212 UK Limited (“Trading 212”) unfairly reduced and then withdrew trading facilities available to her, causing her loss. Background and circumstances Miss K was trading the price of a particular company’s shares (“company A”) using contrac... (10 pages)View decision
