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 119142 results
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Decision Reference DRN-3605087
20 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3605087 The complaint Mr I complains that Barclays Bank UK PLC trading as Barclaycard reduced his credit limit by 96%. He also complains they gave him poor customer service. What happened Mr I’s Barclaycard credit limit was reduced from £5,800 to £250. He said he contacted Barclaycard ... (4 pages)View decision -
Decision Reference DRN-3553083
20 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3553083 The complaint Mr and Mrs K’s complaint is about the administration of their mortgage with Bank of Scotland plc trading as Halifax (BoS). The complaint they referred to us was about: incorrect information they were given in 2019 when they were told that if they paid a certain a... (5 pages)View decision -
Decision Reference DRN-3541421
20 Jul 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3541421 The complaint Ms W complains that she received poor customer service from Bank of Scotland plc (trading as Halifax) when trying to locate a refund from a third party. What happened Ms W was told by a third-party company that she would receive a refund of 7 months’ membership f... (3 pages)View decision -
Decision Reference DRN-3580791
20 Jul 2022 EUI Limited UpheldInsuranceDRN-3580791 The complaint Mr R on behalf of the estate of Ms R complains that EUI Limited (trading as Admiral)(EUI) refused to cancel Ms R’s multi-car insurance policy and refund the policy premium for the unexpired term to her estate after she passed away. The estate of Ms R is represente... (3 pages)View decision -
Decision Reference DRN-3604958
20 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3604958 The complaint Mrs C complains that Barclays Bank UK PLC (“Barclays”) failed to refund money she lost as part of a romance scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In brief summary, Mrs C lost o... (5 pages)View decision -
Decision Reference DRN-3603043
20 Jul 2022 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3603043 The complaint Mr C has complained about his car insurance broker Acorn Insurance and Financial Services Ltd. Amongst other things, it cancelled his policy and Mr C has since been unable to drive. What happened Mr C had arranged a policy via Acorn in 2020. In October 2020 he cha... (5 pages)View decision -
Decision Reference DRN-3500207
20 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3500207 The complaint Miss C is unhappy because Monzo Bank Ltd (Monzo) did not reimburse the money she transferred to a fraudster. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, Miss C was approached on social m... (4 pages)View decision -
Decision Reference DRN-3322552
19 Jul 2022 Lloyds Bank PLC UpheldInvestmentsDRN-3322552 The complaint Mr and Mrs M complain that they were sold insufficient life assurance by an adviser from Lloyds Bank PLC. What happened In January 2005, Mr and Mrs M took out life assurance through Lloyds, after they had recently sought new mortgage lending. The adviser recorded ... (4 pages)View decision -
Decision Reference DRN-3442577
19 Jul 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3442577 The complaint Mr and Mrs P complain about Tesco Underwriting Limited’s decision to decline their buildings insurance claim. All references to Tesco also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat t... (2 pages)View decision -
Decision Reference DRN-3562058
19 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3562058 The complaint Mr M complains that HSBC UK Bank Plc lent irresponsibly when it approved his credit card application. What happened Mr M applied for a credit card with HSBC in May 2017. In Mr M’s application he said he was employed with an income of £30,000. HSBC completed a cred... (3 pages)View decision
