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 123656 results
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Decision Reference DRN-3725897
30 Sep 2022 Citibank UK Limited UpheldBanking and PaymentsDRN-3725897 The complaint Mr F complains Citibank UK Limited has charged overdraft interest fees incorrectly. And they’ve failed to reassure him that the error has been rectified. What happened In 2020 Mr F said he’d incurred overdraft interest charges even though his account had been in c... (3 pages)View decision -
Decision Reference DRN-3726093
30 Sep 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3726093 The complaint Mr C and Miss S complain that Barclays Bank UK PLC treated them unfairly during a period of vulnerability. Their finances were impacted as a result of the Covid-19 pandemic and they say Barclays didn’t offer them the right support which made their situation worse.... (5 pages)View decision -
Decision Reference DRN-3423933
30 Sep 2022 Wesleyan Assurance Society UpheldInsuranceDRN-3423933 The complaint X has complained about the service received from Wesleyan Assurance Society trading as Wesleyan (‘Wesleyan’). What happened X has income protection insurance cover with Wesleyan. In December 2020, Wesleyan contacted X to arrange a review which took place in Januar... (2 pages)View decision -
Decision Reference DRN-3729587
30 Sep 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3729587 The complaint Mr D complained to this service as he felt Aviva Life & Pensions UK Limited had not sent him information or acted as they ought to have done when he came to take benefits. What happened In summary, on 27 February 2020 Mr D contacted Aviva as he wanted to take ... (7 pages)View decision -
Decision Reference DRN-3587806
30 Sep 2022 Covea Insurance plc UpheldInsuranceDRN-3587806 The complaint Company K has complained about Covea Insurance plc. It isn’t happy about the way they dealt with a claim under its commercial buildings insurance policy. For ease of reading any reference to Covea includes its agents. What happened Company K made a claim through h... (3 pages)View decision -
Decision Reference DRN-3282708
30 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3282708 The complaint A limited company, which I’ll refer to as “S”, complains about how HSBC UK Bank Ltd handled its application for a Bounce Back Loan. S’s director, Mr G, brings the complaint on its behalf. What happened S applied for a Bounce Back Loan in August 2020. On 7 October... (6 pages)View decision -
Decision Reference DRN-3607273
30 Sep 2022 Cynergy Bank Limited UpheldBanking and PaymentsDRN-3607273 The complaint G complains Cynergy Bank Limited (“CBL”) restricted and closed its accounts without explanation. And its request for certain information, as part of its review, was unlawful and unreasonable. G says the matter has caused it distress and inconvenience. What happene... (3 pages)View decision -
Decision Reference DRN-3728708
30 Sep 2022 OPENMONEY ADVISER SERVICES LTD UpheldPensions and AnnuitiesDRN-3728708 The complaint Mr R complains about advice he was given to transfer the benefits of a defined-benefit (DB) occupational pension scheme (OPS) to a personal pension plan. He says the advice was unsuitable for him and believes this has caused him a financial loss. Openmoney Advisor... (11 pages)View decision -
Decision Reference DRN-3439533
30 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3439533 The complaint Mr I has complained that when trying to add an account holder to an account, he was given incorrect information by Barclays Bank UK PLC (“Barclays”). He says that this led to a Travel pack that was added to the account being removed and re-added. This in turn chan... (3 pages)View decision -
Decision Reference DRN-3427675
30 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3427675 The complaint Ms N is unhappy with the way TSB Bank plc (TSB) have been administering her bank account and feels they have acted discriminatory towards her. What happened At the beginning of January 2021 Ms N attempted to make a bank transfer – but the transaction didn’t go thr... (4 pages)View decision
