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 121876 results
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Decision Reference DRN-3674318
25 Oct 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3674318 The complaint Mr P complains about the outcome of a claim he made to Clydesdale Bank Plc trading as Virgin Money (‘CB’) in respect of a purchase he made using his credit card. What happened Mr P paid for a May 2020 golfing holiday for a group of people using his CB credit card.... (2 pages)View decision -
Decision Reference DRN-3724640
25 Oct 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3724640 The complaint Miss T is unhappy because Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. Background In June 2022, Miss T received a text message appearing to be advertising online jobs that could be completed at home, with salaries paid daily. Miss T h... (3 pages)View decision -
Decision Reference DRN-3766405
25 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3766405 The complaint Mr P says Barclays Bank UK PLC, trading as Barclaycard, lent irresponsibly when providing him with two credit limit increases on his credit card account in 2018. He’s also unhappy with a default notice it applied to the account in 2021. What happened Mr P applied ... (7 pages)View decision -
Decision Reference DRN-3662290
25 Oct 2022 Ageas Insurance Limited UpheldInsuranceDRN-3662290 The complaint Mr M complains about how Ageas Insurance Limited have handled his claim following water damage at his home. Any reference to Ageas includes its agents. What happened Mr M had a home insurance policy which was underwritten by Ageas. Mr M discovered some damage ... (4 pages)View decision -
Decision Reference DRN-3765388
25 Oct 2022 Kingsfleet Wealth Limited UpheldPensions and AnnuitiesDRN-3765388 The complaint Mrs D complains that Kingsfleet Wealth Limited’s poor service and advice from December 2019 onwards resulted in her pension suffering a significant financial loss. What happened I issued my provisional decision on this complaint on 19 August 2022. The background a... (11 pages)View decision -
Decision Reference DRN-3573188
25 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3573188 The complaint Ms H and Mr W complain about their mortgage with Barclays Bank UK PLC. They complain Barclays misled them about the term of the mortgage, and didn’t return the property deeds when it was paid off. What happened Ms H and Mr W have had a number of mortgages. The one... (5 pages)View decision -
Decision Reference DRN-3673456
25 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3673456 The complaint Miss B and Mr L have complained about QIC Europe Ltd turning down their claim under their home insurance policy for storm damage to their home and garden fence. The claim was handled by QIC’s claim handling agent, who I’ll refer to as TC. What happened Miss B and ... (3 pages)View decision -
Decision Reference DRN-3140780
25 Oct 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3140780 The complaint In summary, Mr R complains that the advice provided by Portal Financial Services LLP to transfer a personal pension into a self-invested personal pension (SIPP) was unsuitable. In bringing his complaint, Mr R is represented by a claims management company (CMC). Wh... (8 pages)View decision -
Decision Reference DRN-3729190
25 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3729190 The complaint Mr W says NewDay Ltd trading as Aqua (“NewDay Ltd”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid be refunded. What happened This complaint is about a credit card taken out on 24 August 2013 with an initial credit l... (3 pages)View decision -
Decision Reference DRN-3731859
24 Oct 2022 HBL BANK UK LIMITED UpheldBanking and PaymentsDRN-3731859 The complaint Mr R has complained that HBL BANK UK LIMITED (also known as Habib Bank Limited) won’t refund transactions he says he didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In November 2020, ... (4 pages)View decision
