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 121074 results
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Decision Reference DRN-3370934
25 Aug 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3370934 The complaint Mr H complains Phoenix Life Limited (Phoenix), provided him with misleading information that led him to believe he would receive a terminal bonus on his with profits pension plan. He wants to be compensated for being misled into believing his pension would be grea... (3 pages)View decision -
Decision Reference DRN-3665559
25 Aug 2022 Leeds Building Society UpheldMortgagesDRN-3665559 The complaint Mr and Mrs W complain that Leeds Building Society at first said it would be able to offer them additional borrowing on the mortgage they have for a buy to let property (“BTL”) but then changed its mind. What happened Mr and Mrs W said they had an existing BTL mort... (8 pages)View decision -
Decision Reference DRN-3664893
25 Aug 2022 Aviva Insurance Limited UpheldInsurancePage 1 of 7 The complaint Mr and Mrs X have complained about their let property insurer Aviva Insurance Limited because it had refused their claim for damage found at their property after the tenant had been evicted. As Mr X has mainly dealt with things, my decision will mostly refer to hi... (7 pages)View decision -
Decision Reference DRN-3661986
25 Aug 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3661986 The complaint Mr D complains about the repairs that Admiral Insurance (Gibraltar) Limited made to his car following a claim made on his motor insurance policy. What happened Mr D was involved in a collision with a lorry and his car was taken for repairs. When it was returned, M... (3 pages)View decision -
Decision Reference DRN-3615373
25 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3615373 The complaint Mrs K complains that Barclays Bank UK PLC did not do enough to protect her from the financial harm caused by an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some o... (4 pages)View decision -
Decision Reference DRN-3663096
25 Aug 2022 The Co-operative Bank Plc UpheldMortgagesDRN-3663096 The complaint Mr R complains that The Co-operative Bank Plc trading as Platform didn’t tell him, when he discussed a new rate for his existing lending, that he couldn’t take out some new lending that he wanted on his mortgage, because he was almost at the end of the mortgage te... (4 pages)View decision -
Decision Reference DRN-3666185
25 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3666185 The complaint Mrs M complains that HSBC UK Bank Plc has not refunded payments she says she did not make. What happened Mrs M’s son was staying with her, and didn’t have a mobile phone of his own, so she lent her phone to him so he could make a phone call. Mrs M asked her son to... (3 pages)View decision -
Decision Reference DRN-3667241
25 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3667241 The complaint Mr A is unhappy that Bank of Scotland Plc (trading as “Halifax”) hasn’t reimbursed him after he was the victim of a scam. What happened Mr A has explained that in 2019 he was looking for a loan for his business. He looked at several different companies and provide... (5 pages)View decision -
Decision Reference DRN-3504785
25 Aug 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3504785 The complaint Mr N is unhappy American Express Services Europe Limited (AESEL) trading as American Express haven’t awarded his credit card account with the correct amount of points when he used their referral scheme. What happened In November 2021, Mr N contacted AESEL to find ... (3 pages)View decision -
Decision Reference DRN-3652977
25 Aug 2022 MCE Insurance Limited UpheldInsuranceDRN-3652977 The complaint Mr A is unhappy with his previous motorbike insurer MCE Insurance Limited as an error of its meant he wasn’t insured and he was stopped by the police. What happened Mr A had insurance with MCE for his motorbike. But MCE, in error, changed details on Mr A’s policy ... (2 pages)View decision
