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 120163 results
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Decision Reference DRN-3651535
9 Dec 2022 Bank of Scotland Plc UpheldMortgagesDRN-3651535 The complaint Miss H and Mr R complain that they were misled by Bank of Scotland plc trading as Halifax to believe that they would be able to get a much higher mortgage than they in fact were able to get. As a result, they sold their home, had to pay an early repayment charge (... (3 pages)View decision -
Decision Reference DRN-3787097
9 Dec 2022 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-3787097 The complaint Mr W complains about the advice given by Quilter Financial Services Ltd (‘Quilter’) to transfer the benefits from his deferred defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has... (9 pages)View decision -
Decision Reference DRN-3850438
9 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3850438 The complaint Mrs C complains that Barclays Bank UK PLC have provided her poor customer service on multiple occasions. What happened Mrs C says that Barclays have been virtually ignoring her since they closed her husband’s account in summer 2020. She is a Barclays Premier custo... (6 pages)View decision -
Decision Reference DRN-3848512
9 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3848512 The complaint Mr and Mrs S complain that when they moved house, Santander UK Plc wouldn’t agree to grant them a new mortgage in both their names, but with only Mrs S named on the deeds, although it had agreed to their previous property being held in this way. What happened Mr a... (4 pages)View decision -
Decision Reference DRN-3850440
9 Dec 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3850440 The complaint Mr and Mrs M are unhappy that AXA PPP Healthcare Limited (AXA) didn’t make them aware of an offer to cancel and receive a pro-rata refund of the premium they’d paid for their travel insurance policy in or around June 2020. They’re also unhappy that when they conta... (6 pages)View decision -
Decision Reference DRN-3424510
9 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3424510 The complaint Mr D complains Santander UK Plc isn’t treating him fairly – he’s disabled – and that it doesn’t care. What happened Mr D has a current account with Santander and a debit card. He told us when he complained to us that he has a laptop and a mobile phone but is unabl... (4 pages)View decision -
Decision Reference DRN-3850436
9 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3850436 The complaint Mr T trading as T complains that Santander UK Plc blocked and closed his account. He would like a reason and compensation for the commission he has lost. Mr T is represented by P. What happened Mr T had a business account with Santander. The account was used to ru... (3 pages)View decision -
Decision Reference DRN-3388875
9 Dec 2022 Esteem Money Ltd UpheldPensions and AnnuitiesDRN-3388875 The complaint Mr H complains about the advice given by Esteem Money Ltd to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says he was mis advised about moving his pension and the advice was unsuitable for him. He beli... (10 pages)View decision -
Decision Reference DRN-3843337
9 Dec 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3843337 The complaint Ms R’s complaint is about ongoing issues with how Lloyds Bank General Insurance Limited have dealt with a subsidence claim made under her buildings insurance policy. All references to Lloyds include its appointed agents. What happened I’m aware that my summary of ... (6 pages)View decision -
Decision Reference DRN-3850292
9 Dec 2022 Zurich Insurance PLC UpheldInsuranceDRN-3850292 The complaint Mr D has complained about his property insurer Zurich Insurance PLC regarding outstanding repairs at his property, which resulted from a claim made in November 2020. What happened Following damage being found in November 2020, Mr D made a claim to Zurich. At that ... (4 pages)View decision
