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-3271309
10 Feb 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3271309 The complaint Mr G is unhappy Lloyds Bank PLC hasn’t refunded payments he made from his account to an investment scam. What happened Mr G found an advert on social media for company W which related to investing in cryptocurrency. Mr G clicked the link and provided his details a... (2 pages)View decision -
Decision Reference DRN-3307486
10 Feb 2022 Westfield Contributory Health Scheme UpheldInsuranceDRN-3307486 The complaint The estate of Mrs G complains that Westfield Contributory Health Scheme (‘Westfield Health’) didn’t cancel a cash plan sooner. The complaint has been brought by Miss G, as the executor of Mrs G estate. What happened The late Mrs G was covered under a cash plan wit... (4 pages)View decision -
Decision Reference DRN-3024121
10 Feb 2022 Aviva Insurance Limited UpheldInsuranceDRN-3024121 The complaint Mr and Mrs P complain that Aviva Insurance Limited failed to tell them about a cheaper equivalent to their home insurance policy. Both Mr and Mrs P are named policyholders on their Aviva policy, so any claim or complaint is brought by them both. But for simplicity... (4 pages)View decision -
Decision Reference DRN-3039675
10 Feb 2022 Bank of Scotland Plc UpheldMortgagesDRN-3039675 The complaint Mrs W complains that Bank of Scotland plc wouldn’t offer her a lower interest rate product, or capitalise the arrears on her mortgage account. What happened Mrs W has a repayment mortgage with BoS. In 2007, she took out a fixed rate of 6.09% which ran until 31 Jan... (7 pages)View decision -
Decision Reference DRN-3262594
10 Feb 2022 Barclays Bank UK PLC UpheldInsuranceDRN-3262594 The complaint Mr and Mrs F complain that Barclays Bank UK PLC (Barclays) gave them incorrect information about their travel insurance policy. What happened Mr and Mrs F have a travel insurance policy linked to their package bank account with Barclays. They were due to travel ab... (3 pages)View decision -
Decision Reference DRN-3223633
10 Feb 2022 Jigsaw Insurance Services Plc UpheldInsuranceDRN-3223633 The complaint Mr L has complained about the scale of premium increases for the pet insurance policy Jigsaw Insurance Services Plc sold to him. I’ve referred to Jigsaw throughout this decision, even though when providing its service to Mr L it was using a trading name. What happ... (4 pages)View decision -
Decision Reference DRN-3308029
10 Feb 2022 Equifax Limited UpheldConsumer CreditDRN-3308029 The complaint Ms L has complained that Equifax Limited reported incorrect information on her credit file. What happened Ms L was having trouble getting credit. In September 2019, she found that another person’s credit history had been added to her file, including negative infor... (4 pages)View decision -
Decision Reference DRN-3021973
10 Feb 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3021973 The complaint Mr S complains about National Westminster Bank Plc (NWB) and the misinformation he was provided when he enquired about making a balance transfer on his credit card account. What happened Mr S held a credit card account with NWB. In July 2019, NWB offered Mr S a pr... (4 pages)View decision -
Decision Reference DRN-3304674
10 Feb 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3304674 The complaint Mr M complains about the way Nationwide Building Society handled his application to transfer money to one of its Individual Savings Accounts (ISA). He says Nationwide’s poor handling of it meant he wasn’t able to access his money and invest it elsewhere – and so, ... (3 pages)View decision -
Decision Reference DRN-3303387
10 Feb 2022 Towergate Underwriting Group Limited UpheldInsuranceDRN-3303387 The complaint Mrs V’s complaint is that Towergate Underwriting Group Limited mis-sold a Property Owners Insurance Policy. What happened In 2018, Mrs V purchased a Property Owners Insurance Policy which was sold by Towergate. The policy covered three residential flats and the p... (3 pages)View decision
