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 121876 results
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Decision Reference DRN-3567918
25 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3567918 The complaint Mrs B complains that Barclaycard (Barclaycard) defaulted and closed her account. What happened Mrs B had a Barclaycard. In February 2020, the limit was £12,750 and the statement balance was £5,710. Minimum contractual monthly payments were around £130-£140. In Mar... (5 pages)View decision -
Decision Reference DRN-3613734
25 Jul 2022 Zurich Insurance PLC UpheldInsuranceDRN-3613734 The complaint Miss D has complained about how Zurich Insurance PLC (Zurich) dealt with a claim under her home insurance policy. References to Zurich include companies working on its behalf. What happened Miss D had an escape of water in her home. So, she contacted Zurich to mak... (5 pages)View decision -
Decision Reference DRN-3593036
25 Jul 2022 St James's Place UK plc UpheldPensions and AnnuitiesDRN-3593036 The complaint Mr M says that St James's Place UK plc (SJP) was responsible for delays in effecting his disinvestment instructions when he decided to switch his Self-invested Personal Pension (SIPP) funds to a Qualifying Recognised Overseas Pension Scheme (QROPS). He says t... (6 pages)View decision -
Decision Reference DRN-3410612
25 Jul 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3410612 The complaint Mr J is unhappy because Great Lakes Insurance SE hasn’t refunded a fair proportion of the premium, he’d paid for his travel insurance policy. He’s also unhappy that he didn’t get a cash refund, just a voucher. All reference to Great Lakes includes its agents. What... (4 pages)View decision -
Decision Reference DRN-3294243
25 Jul 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3294243 The complaint Mr R complains National Savings and Investments weren’t helpful in assisting him locate his investment. As a result, he’s lost out. To resolve matters, he’d like compensation for the distress and inconvenience caused and for this figure to reflect the loss of the ... (3 pages)View decision -
Decision Reference DRN-3613123
25 Jul 2022 TSB Bank plc UpheldInvestmentsDRN-3613123 The complaint Miss O and Mr G complain about the mortgage borrowing arranged for them by TSB Bank plc (previously Cheltenham & Gloucester). Mr G has let us know he has no interest in this complaint and that Miss O should solely receive any compensation payable in relation t... (2 pages)View decision -
Decision Reference DRN-3400084
25 Jul 2022 U K Insurance Limited UpheldInsuranceDRN-3400084 The complaint Miss H and Mr N complain about how U K Insurance Limited dealt with a claim against their travel insurance policy. Reference to UKI includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here i... (2 pages)View decision -
Decision Reference DRN-3545744
25 Jul 2022 Think Money Limited UpheldBanking and PaymentsDRN-3545744 The complaint Mr C is unhappy that Think Money Limited (“thinkmoney”) hasn’t reimbursed him for his loss after he was the victim of a scam. What happened On 6 September 2021 Mr C received an email he believed to be from a builder he’d employed to work on his home. His son had b... (4 pages)View decision -
Decision Reference DRN-3612313
25 Jul 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3612313 The complaint Mr H complains that Madison CF UK Limited trading as 118 118 Money (118) misled him over a refinanced loan. What happened In February 2020, Mr H borrowed £3,500 on a loan from 118. It was payable over 24 months. The interest rate was an APR of 99.9%. The total pay... (4 pages)View decision -
Decision Reference DRN-3512956
25 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3512956 The complaint S, a limited company, complains that it didn’t receive an incentive payment after it switched its account to a different financial business. What happened S was eligible for the ‘Business Banking Switch scheme’. This was an incentive to encourage competition. It m... (3 pages)View decision
