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 122624 results
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Decision Reference DRN-3747414
11 Oct 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3747414 The complaint Ms E and Mr G complain that Lloyds Bank PLC sent savings account statements to the wrong address. What happened The background to this complaint was set out in my provisional decision. In summary, I said: - Ms E and Mr G have a joint savings account. Due to the wa... (2 pages)View decision -
Decision Reference DRN-3747315
11 Oct 2022 Lloyds Bank PLC UpheldMortgagesDRN-3747315 The complaint This complaint’s about an interest mortgage that Ms R holds with Lloyds Bank PLC. The essence of the complaint is that Lloyds won’t extend the term of the part of the mortgage that has fallen due for repayment, or replace it with a lifetime mortgage. What happened... (3 pages)View decision -
Decision Reference DRN-3632817
11 Oct 2022 AIG Life Limited UpheldInvestmentsDRN-3632817 The complaint The estate of Mr C has complained that that AIG Life Limited unfairly declined a claim and voided Mr C’s policy. The estate has also complained about the handling of the claim. What happened Mr C applied for a term assurance policy with critical illness cover in t... (4 pages)View decision -
Decision Reference DRN-3717114
11 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3717114 The complaint This complaint is about an outstanding sum on Mrs R’s mortgage account which Barclays Bank UK PLC (“Barclays”) previously told her had been repaid in full. What happened In March 2021, Mrs R withdrew £53,000 from her Open Plan reserve account and around three week... (3 pages)View decision -
Decision Reference DRN-3650916
11 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3650916 The complaint Mr J’s complaint is about the information he received from Barclays Bank UK PLC trading as Barclaycard in relation to the repayment plan for his credit card account. Mr J is unhappy with the customer service he received. What happened Mr J entered into a repayment... (4 pages)View decision -
Decision Reference DRN-3709041
11 Oct 2022 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-3709041 The complaint Mr M has complained about restrictions imposed by Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) on his SIPP (self invested personal pension). Mr M is also unhappy with Hargreaves Lansdown’s requirements to verify his address and which has mean... (11 pages)View decision -
Decision Reference DRN-3730397
11 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3730397 The complaint Mr C complains that NewDay Ltd lent to him irresponsibly. What happened In August 2015 Mr C opened a credit card account with NewDay, trading as Aqua. He had an account limit of £300, which was increased to £1,300 in January 2016 and then to £1,900 in May 2016. In... (3 pages)View decision -
Decision Reference DRN-3710707
11 Oct 2022 HL Partnership Limited UpheldInvestmentsDRN-3710707 The complaint Mrs L complains that HL Partnership Limited (“HLP”) didn’t sell her and her late husband the joint life assurance policy they asked for. She’s explained she has lost out as a result. What happened Mr and Mrs L were advised by HLP to take out a new joint life assur... (6 pages)View decision -
Decision Reference DRN-3704837
11 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3704837 The complaint Mrs B complains that NewDay Ltd unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”). What happened In September 2015, Mrs B, along with her husband, bought membership with a holiday club called “E” 1 . The total cost of the membership was £10,50... (6 pages)View decision -
Decision Reference DRN-3588669
11 Oct 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3588669 The complaint Mr A complains that Aviva Life & Pensions UK Limited delayed paying the tax-free cash (TFC) from his pension. Mr A says the delay caused him a financial loss. What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision
