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 118878 results
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Decision Reference DRN-3469155
23 Jun 2022 Project Imagine Ltd UpheldBanking and PaymentsDRN-3469155 The complaint Mr M complains Project Imagine Ltd (“PIL”), trading as “Dozens”, blocked his account, withheld his funds, and registered a fraud marker against him causing trouble and upset. What happened In November 2020, PIL reviewed Mr M’s account and decided to block his acce... (3 pages)View decision -
Decision Reference DRN-3325684
23 Jun 2022 Cynergy Bank Limited UpheldBanking and PaymentsDRN-3325684 The complaint E and E complain about Cynergy Bank Limited’s actions when closing its account and not giving it a specific reason for the closure. What happened E and E held business accounts with Cynergy for a number of years. In late 2019, Cynergy renewed E and E’s overdraft f... (4 pages)View decision -
Decision Reference DRN-3536575
23 Jun 2022 esure Insurance Limited UpheldInsuranceDRN-3536575 The complaint Ms K and Mr M complain about the settlement figure offered by esure Insurance Limited following damage caused by an escape of water, under their buildings insurance policy. What happened In November 2020 Ms K and Mr M made a claim to esure when they found a water ... (6 pages)View decision -
Decision Reference DRN-3519041
23 Jun 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3519041 The complaint Mrs G complains about the way Lloyds Bank General Insurance Limited handled and settled a claim against her buildings insurance. Mr G – Mrs G’s representative – has brought the complaint on her behalf. For ease of reading I’ll refer to them as “Mrs G” throughout, ... (3 pages)View decision -
Decision Reference DRN-3506719
23 Jun 2022 Bank of Scotland Plc UpheldMortgagesDRN-3506719 The complaint Mr B and Mrs S complain that because Bank of Scotland plc trading as Halifax unfairly refused them an increased loan, they were unable to port their mortgage when they were buying another property and had to pay an early repayment charge (“ERC”). Mr B and Mrs S wa... (3 pages)View decision -
Decision Reference DRN-3556210
23 Jun 2022 ERGO Reiseversicherung AG UpheldInsuranceDRN-3556210 The complaint Mr T complains because ERGO Reiseversicherung AG (‘ERGO’) hasn’t paid claims he made under his travel insurance policy. What happened Mr T held a ‘5 star’ branded travel insurance policy, provided by ERGO. Mr T travelled abroad in February 2020. During his trip, h... (2 pages)View decision -
Decision Reference DRN-3049660
23 Jun 2022 Bluesky Wealth Management Limited UpheldPensions and AnnuitiesDRN-3049660 The complaint Mr T complains about the advice given by Bluesky Wealth Management Limited to transfer the benefits from his defined-benefit (DB) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this caused him a financial ... (6 pages)View decision -
Decision Reference DRN-3555676
23 Jun 2022 N.I.I.B. Group Limited UpheldConsumer CreditDRN-3555676 The complaint Mr D complains about the quality of a car he acquired through a hire purchase agreement financed by NIIB Group Limited trading as Northridge Finance (Northridge). What happened In February 2020 Mr D acquired a used car through a hire purchase agreement. In March 2... (5 pages)View decision -
Decision Reference DRN-3216962
23 Jun 2022 Tesco Personal Finance PLC UpheldConsumer CreditDRN-3216962 Complaint Ms B has complained that Tesco Personal Finance PLC (trading as “Tesco Bank”) provided her with an unaffordable loan. She says that she was already £30,000.00 in debt at the time of the application and proportionate checks would have shown this as well as the fact tha... (5 pages)View decision -
Decision Reference DRN-3552728
23 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3552728 Complaint Mr Y is unhappy that Barclays Bank UK PLC (“Barclays”) closed his current account and savings account without notice. Background In April 2021, Barclays placed a block on Mr Y’s account. It did this after it received a notification from a third-party bank that its cus... (3 pages)View decision
