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 119592 results
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Decision Reference DRN-3274274
15 Feb 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3274274 Complaint Mr C is unhappy with what Lloyds Bank PLC (“Lloyds”) has done to put things right in relation to his complaint about his overdraft. Background When the complaint was referred to us Lloyds agreed to refund all the interest, fees and charges it added to Mr C’s account f... (3 pages)View decision -
Decision Reference DRN-3309534
15 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3309534 The complaint A club, which I’ll refer to as “W”, complains that it was unable to apply to HSBC UK Bank Plc for a Bounce Back Loan due to problems with the online application process. W’s treasurer, Mr G, brings the complaint on the club’s behalf. What happened W is a longstand... (4 pages)View decision -
Decision Reference DRN-3219601
15 Feb 2022 Elderbridge Limited UpheldMortgagesDRN-3219601 The complaint Mr F complains that Elderbridge Limited (Elderbridge) would not agree to a payment deferral, and he wants to understand the interest and charges on his loan. What happened Mr F took out a secured loan of £70,000 in September 2006. It is secured on his property and... (4 pages)View decision -
Decision Reference DRN-3046167
15 Feb 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3046167 The complaint Miss T complains that NewDay Ltd, trading as Argos Classic Credit Card (“NewDay”), failed to carry out appropriate affordability checks before approving credit, and subsequent credit limit increases. What happened Between 2011 and 2019 Miss T applied for and was a... (5 pages)View decision -
Decision Reference DRN-3150710
15 Feb 2022 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3150710 The complaint Mr R complains about the advice he received from Future Wealth Management (FWM) when he transferred two existing pensions to a Self-Invested Personal Pension (SIPP). His funds were subsequently invested through two different discretionary fund managers (DFM), one ... (14 pages)View decision -
Decision Reference DRN-3314801
15 Feb 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3314801 The complaint Mr S has complained that Barclays Bank UK PLC (“Barclays”) failed to offer him proper support during the pandemic when he experienced financial difficulties and was no longer able to make monthly payments to his Barclaycard credit card account. Background Mr S has... (4 pages)View decision -
Decision Reference DRN-3316081
15 Feb 2022 New Leaf Distribution Limited UpheldPensions and AnnuitiesDRN-3316081 The complaint Mr S complains New Leaf Distribution Limited (New Leaf) gave him poor service in relation to a pension transfer. And he is also unhappy that New Leaf withdrew from the pension transfer advice market during the process. He says a combination of these delays put his... (4 pages)View decision -
Decision Reference DRN-3316296
15 Feb 2022 Ageas Insurance Limited UpheldInsuranceDRN-3316296 The complaint Mr G had complained that Ageas Insurance Limited (Ageas) avoided his home contents policy (treated it like it never existed) and refused to pay his claim. What happened Mr G took out a home contents policy with Ageas via a broker’s website. Mr G made a claim under... (3 pages)View decision -
Decision Reference DRN-3316284
15 Feb 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3316284 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (“Halifax”) gave him incorrect information when he contacted them about an international payment he tried to make. What happened Mr B is a customer of Halifax. He was due to fly abroad on holiday, and bef... (3 pages)View decision -
Decision Reference DRN-3227688
15 Feb 2022 Barclays Bank UK PLC UpheldInsuranceDRN-3227688 Complaint Mrs G says Barclays Bank UK PLC mis-sold her a Payment Protection Insurance (PPI) policy with an overdraft linked to her bank account. The fact PPI was mis-sold is no longer disputed, but Mrs G found it necessary to complain to our Service because she says more redres... (2 pages)View decision
