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 120614 results
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Decision Reference DRN-3636387
22 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3636387 The complaint Mrs H is unhappy about the service received from Barclays Bank UK PLC. Mrs H has been represented in making this complaint by her husband Mr H. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mrs H herself. What happ... (3 pages)View decision -
Decision Reference DRN-3513755
22 Sep 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3513755 The complaint Mr D complains HSBC UK Bank Plc caused delays in releasing security which he says caused him financial and non-financial loss. What happened Mr D looked to redeem his mortgage with HSBC in late 2021. As part of the redemption process Mr D’s solicitor identified an... (3 pages)View decision -
Decision Reference DRN-3465726
22 Sep 2022 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-3465726 The complaint Mr B is unhappy that Aviva Life & Pensions UK Limited declined a claim under a group income protection insurance policy he had the benefit of, and the time taken to consider his claim. What happened Towards the end of 2018 Mr B became absent from work and was ... (5 pages)View decision -
Decision Reference DRN-3681676
22 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3681676 The complaint Mr D complains about U K Insurance Limited’s (U K Insurance) handling of his claim and failure to identify the source of a leak, under his home emergency policy. Any reference to U K Insurance includes its contractors and agents. What happened Mr D contacted U K I... (4 pages)View decision -
Decision Reference DRN-3702722
22 Sep 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3702722 The complaint Mr S is unhappy that Marks & Spencer Financial Services Plc (‘M&S’) won’t refund all the money he’s lost to a scam. What’s happened? Mr S made payments totalling £170,000 as part of an investment scam in mid-2019. He says that M&S didn’t carry out the ... (4 pages)View decision -
Decision Reference DRN-3621560
22 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3621560 The complaint Mr and Mrs W have complained about the time it has taken, and the treatment they have received from ITI Capital Limited (‘ITI’) when their joint account was migrated over from a previous firm. What happened In June 2020 Mr and Mrs W’s share account, which they hel... (4 pages)View decision -
Decision Reference DRN-3707426
22 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3707426 The complaint Mr E and Ms C are unhappy that AWP P&C SA has declined claims made under Mr E’s travel insurance policy. What happened Mr E has the benefit of a multi-trip travel insurance policy, through his bank account, which covers him, his spouse and dependent children. ... (7 pages)View decision -
Decision Reference DRN-3705219
22 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3705219 The complaint Ms P complains that NewDay Ltd irresponsibly provided her with two credit card accounts and subsequently increased the credit limits for both over time. She says had it completed reasonable and proportionate checks it would have identified both the issuing of the ... (8 pages)View decision -
Decision Reference DRN-3465323
22 Sep 2022 Santander UK Plc UpheldMortgagesDRN-3465323 The complaint Mrs G and Mr H complain that Santander UK Plc refused to allow them to port their mortgage to a new property, leading to them paying an early repayment charge (ERC) to move to another lender. What happened Mrs G had a mortgage with Santander, which was subject to ... (4 pages)View decision -
Decision Reference DRN-3697804
22 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3697804 The complaint Mr M has complained about the service provided by British Gas Insurance Limited (BGIL) under his boiler insurance policy and the sale of the policy on their behalf by British Gas Services Limited (BGSL). What happened Mr M took out a plan with BGIL in November 202... (5 pages)View decision
