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 128312 results
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Decision Reference DRN-3959936
16 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3959936 The complaint Mr S complains about multiple errors made by Barclays Bank UK PLC when reporting a lost debit card. What happened On 13 May 2022, Mr S called Barclays to report his debit card lost. He was told the lost card would be blocked and that a new card would be issued and... (3 pages)View decision -
Decision Reference DRN-3970900
16 Feb 2023 Hub Financial Solutions Limited UpheldPensions and AnnuitiesDRN-3970900 The complaint Mr B complains Hub Financial Solutions Limited’s (Hub) poor service delayed its advice process regarding Mr B’s defined benefit (DB) pension scheme benefits. Mr B says this caused him a financial loss because it meant his transfer value expired, so this had to be ... (5 pages)View decision -
Decision Reference DRN-3929384
16 Feb 2023 Covea Insurance plc UpheldInsuranceDRN-3929384 The complaint Mrs B and Mrs B complain about how Covea Insurance plc handled their claim on their home insurance. Mrs B and Mrs B are joint policy holders, and have been represented by a third party throughout their claim and complaint. However for ease of reading I will refer ... (3 pages)View decision -
Decision Reference DRN-3931419
16 Feb 2023 Hitachi Capital (UK) Plc UpheldConsumer CreditDRN-3931419 The complaint Mrs P acquired household fixtures in August 2019, partly by means of fixed sum loan agreement with Hitachi Capital (UK) Plc. She complains that the installed fixtures were not of satisfactory quality at the point of supply, and that attempts by the supplier to cor... (8 pages)View decision -
Decision Reference DRN-3815034
16 Feb 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3815034 The complaint Mr and Mrs B complain Barclays Bank UK PLC (“Barclays”) has not helped them since they fell into arrears. What happened Mr and Mrs B applied for a commercial mortgage with Barclays in 2008. Since then, Mr and Mrs B have taken further loans to make improvements to ... (4 pages)View decision -
Decision Reference DRN-3970503
16 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3970503 The complaint Miss A is unhappy with the actions of National Westminster Bank Plc (“NatWest”) after she reported what she believed to be a duplicate payment from her account. What happened I issued a provisional decision in January 2023 to explain why I thought Miss A’s complai... (5 pages)View decision -
Decision Reference DRN-3965652
16 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3965652 The complaint Mr P complains about the response of NatWest Bank PLC (“NatWest”) to his request for redress for a breach of contract he holds it responsible for. What happened In July 2019 Mr P entered into a contract for works to his garden with a limited company I will call “C... (8 pages)View decision -
Decision Reference DRN-3910375
16 Feb 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3910375 The complaint Miss S complains that Bank of Scotland plc trading as Halifax recorded a marker at CIFAS, the national fraud database, when it closed her account. What happened Miss S says she wasn’t involved in any fraudulent activity and had lost her bank card. She’d later made... (2 pages)View decision -
Decision Reference DRN-3878017
16 Feb 2023 Capital Home Loans Limited UpheldMortgagesDRN-3878017 The complaint Ms P has complained about how Capital Home Loans Limited (“Capital Home Loans”) treated her between August 2018 and January 2022, when her mortgage account was in arrears. What happened Ms P held a shared equity mortgage with Capital Home Loans which she started a... (6 pages)View decision -
Decision Reference DRN-3936239
16 Feb 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3936239 The complaint Mr J complains that PayrNet Limited has failed to return to him the remaining balance of a closed account. What happened We have been provided with limited information about this complaint by PayrNet. So the sequence of events set out below is limited to what can ... (3 pages)View decision