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 121668 results
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Decision Reference DRN-3875634
18 Jan 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3875634 The complaint Mr and Mrs B’s complaint arises out of a mortgage they hold with Barclays Bank UK PLC. They say that Barclays: failed to supply them with mortgage documentation; failed to respond to their Data Subject Access Requests (DSARs). On 17 January 2023 I issued a decis... (2 pages)View decision -
Decision Reference DRN-3887797
18 Jan 2023 Leeds Building Society UpheldMortgagesDRN-3887797 The complaint Ms S is unhappy that Leeds Building Society (LBS) recorded incorrect information on her credit file, showing missed payments for months when she’d made payments or had an arrangement in place. To settle the complaint Ms S wants LBS to pay “severe compensation”. Wh... (2 pages)View decision -
Decision Reference DRN-3907392
18 Jan 2023 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3907392 The complaint Mr M’s representative complains on his behalf that Berkshire Hathaway International Insurance Ltd (Berkshire) caused unreasonable delays after he made a claim on his motor insurance policy. References to Mr M, or his representative, will include the other. There a... (3 pages)View decision -
Decision Reference DRN-3902384
18 Jan 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3902384 The complaint Mr B complains about how Volkswagen Financial Services (UK) Limited trading as Audi Finance (VWFS) handled the end of his agreement and the collection of his vehicle. Mr B is represented in this complaint by his daughter, Mrs W, but for ease of reference, I’ll ref... (7 pages)View decision -
Decision Reference DRN-3880658
18 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3880658 The complaint Mr C complains that Advantage Insurance Company Limited (Advantage) hasn’t handled his claim on his car insurance policy for a replacement windscreen fairly. What happened Mr C had a car insurance policy that included cover for repairing or replacing his windscree... (4 pages)View decision -
Decision Reference DRN-3777824
18 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3777824 The complaint Mr W complains about British Gas Insurance Limited’s handling of his home emergency insurance claim. References to British Gas include its agents. What happened In April 2022, Mr W made a claim under his home emergency policy with British Gas because there was a f... (3 pages)View decision -
Decision Reference DRN-3897938
17 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3897938 The complaint Mrs S complains that Barclays Bank UK Plc (Barclays) won’t refund the money she lost when she fell victim to an investment scam. What happened I issued my provisional decision on this case in December 2022, explaining I was minded to uphold this complaint and dire... (5 pages)View decision -
Decision Reference DRN-3901670
17 Jan 2023 Tavistock Partners (UK) Limited UpheldInvestmentsDRN-3901670 The complaint Mr D says he received advice from a financial adviser in 2013. The adviser – I will call him Mr B - was an agent of Abacus Associates Financial Services Limited which is now Tavistock Partners (UK) Limited. Mr D says that he was advised to invest funds for a trust... (31 pages)View decision -
Decision Reference DRN-3580942
17 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3580942 The complaint and what happened Mr G complains Monzo Bank Ltd won’t reimburse money lost when he fell victim to an investment scam. Our investigator upheld Mr G’s complaint. He was satisfied Monzo ought to have intervened in the first payment made as part of the scam, as it was... (2 pages)View decision -
Decision Reference DRN-3902073
17 Jan 2023 Legal and General Assurance Society Limited UpheldInvestmentsDRN-3902073 The complaint Mr P has complained about Legal and General Assurance Society Limited’s (L&G) decision to decline his claim under his life and critical illness. The policy (“the policy”) this claim is under started in February 2018. I previously issued a provisional decision ... (7 pages)View decision
