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 121115 results
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Decision Reference DRN-3606186
20 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3606186 The complaint Miss D complains that Barclays Bank UK PLC revealed her address to an abusive ex-partner. What happened Miss D had a current account with Barclays. In 2019, Miss D and her children moved to a different area, to escape an abusive ex-partner. The ex-partner had been... (4 pages)View decision -
Decision Reference DRN-3606111
20 Jul 2022 By Miles Ltd UpheldInsuranceDRN-3606111 The complaint Ms P has complained about her motor insurance broker, By Miles Ltd, because it cancelled her policy. What happened Ms P had an accident. Her car was declared a total loss but repairable. Her insurer settled the claim, returning the car to Ms P for fixing and Ms P ... (3 pages)View decision -
Decision Reference DRN-3434097
20 Jul 2022 Scott and Casey Financial Management Limited UpheldPensions and AnnuitiesDRN-3434097 The complaint Mr K complains about the advice given by Scott and Casey Financial Management Limited (“S&C”) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, take the maximum available tax free cash and purchase an annuity. He says the ad... (8 pages)View decision -
Decision Reference DRN-3347715
20 Jul 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3347715 The complaint Mr R complains that American Express Services Europe Limited trading as American Express (Amex) unfairly continued to charge him an annual fee for a credit card, that he said he could no longer receive the full benefit of as a result of the Covid-19 pandemic. What... (2 pages)View decision -
Decision Reference DRN-3394397
20 Jul 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3394397 Complaint Miss B is unhappy that Santander UK Plc (“Santander”) closed her account and recorded a fraud prevention marker against her. Background In January 2020, Santander wrote to Miss B to inform her that her account had been referred to its investigation team for review and... (3 pages)View decision -
Decision Reference DRN-3600844
20 Jul 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3600844 The complaint Mrs B complains about the quality of furniture she purchased using finance provided by Ikano Bank AB (publ) (“Ikano”). What happened I issued an initial provisional decision on this complaint in June 2022 and a further provisional decision earlier this month. An e... (5 pages)View decision -
Decision Reference DRN-3470328
20 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3470328 The complaint Mrs M is unhappy with the settlement amount AXA Insurance UK Plc (AXA) offered for her escape of water claim under her buildings insurance policy. What happened Mrs M had buildings insurance for a property she let to tenants. After her tenants notified her of dama... (3 pages)View decision -
Decision Reference DRN-3443176
20 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3443176 The complaint and what happened Mr J, in his capacity as the director of a limited company which I’ll refer to as M, complains that HSBC UK Bank Plc (“HSBC”) won’t reimburse in full the money M lost to an investment scam. The full details of this complaint are well known to bot... (3 pages)View decision -
Decision Reference DRN-3604876
20 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3604876 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) won’t refund payments he made after falling victim to a scam. What happened In May 2017, Mr A was befriended on a social media website by a woman, who I’ll refer to as B. Mr A says they were talking three times a week v... (7 pages)View decision -
Decision Reference DRN-3525146
20 Jul 2022 NewDay Ltd UpheldBanking and PaymentsPage 1 of 3The complaint Ms C says NewDay Ltd (‘NewDay’) irresponsibly lent to her. What happened This complaint is about a credit card account NewDay provided. The account was opened in November 2015. Ms C was given an initial credit limit of £450. This limit was increased three times unt... (3 pages)View decision
