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 119464 results
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Decision Reference DRN-4757520
24 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsThe complaint Mr L complains that Barclays Bank UK Plc unreasonably blocked and then closed his accounts with them. He says he’s missed out on payments he was expecting to be credited. What happened The facts of this complaint are largely not in dispute, so I will cover them off only brief... (4 pages)View decision -
Decision Reference DRN-4689577
24 Apr 2024 Amtrust Europe Limited UpheldInsuranceDRN-4689577 The complaint Mr Y’s complaint is about a claim he made on his Amtrust Europe Limited legal expenses insurance policy. Mr Y feels that Amtrust treated him unfairly. In this decision all references to Amtrust include their claims handlers. What happened Mr Y purchased a property... (4 pages)View decision -
Decision Reference DRN-4760278
24 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4760278 The complaint Mr and Mrs H complain that U K Insurance Limited (“UKI”) rejected a claim for legal expenses cover to pursue personal injury claims. What happened Mr and Mrs H went on holiday with their children. During the holiday they all became ill and were diagnosed as having... (4 pages)View decision -
Decision Reference DRN-4691935
24 Apr 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4691935 The complaint Mr H is unhappy that Great Lakes Insurance SE declined a claim made on his travel insurance policy (‘the policy’). All reference to Great Lakes includes its representatives. What happened Whilst abroad in 2022, Mr H was admitted to hospital and diagnosed initially... (4 pages)View decision -
Decision Reference DRN-4755377
24 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4755377 The complaint Mr K and Mrs S complain that Barclays Bank UK PLC wrongly recorded adverse information on their credit files about payments to their buy-to-let mortgage. As a result, they say they lost out on a fixed interest rate deal they had applied for with another lender on ... (5 pages)View decision -
Decision Reference DRN-4730674
24 Apr 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4730674 The complaint Mr D says NewDay Ltd irresponsibly lent to him. What happened Between January 2021 and March 2023 Mr D took out four credit cards from NewDay. He complained to the lender in December 2023. It upheld his complaint about the last two cards (cards 3 and 4) that it ga... (3 pages)View decision -
Decision Reference DRN-4747985
24 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4747985 The complaint Miss C complains Haven insurance Company Limited unfairly cancelled her motor insurance policy. What happened Miss C took out motor insurance with Haven. As part of that insurance a telematics box (also known as a ‘black box’) was installed. Around a month after t... (4 pages)View decision -
Decision Reference DRN-4712326
24 Apr 2024 Phoenix Life Assurance Limited UpheldPensions and AnnuitiesDRN-4712326 The complaint Mrs P says Phoenix Life Assurance Limited (Phoenix) delayed in processing her pension benefits claim. What happened I’m not going to refer to everything, just what’s central. Mrs P, who is resident abroad, had a pension policy with Phoenix. She contacted Phoenix o... (6 pages)View decision -
Decision Reference DRN-4758500
24 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4758500 The complaint A limited company, which I’ll call P, complains that HSBC UK Bank Plc is pursuing it unfairly and in error for repayment of a bounce back loan (“BBL”). That loan was applied for by a different limited company, which I will call M. This complaint has been referred ... (5 pages)View decision -
Decision Reference DRN-4460327
24 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4460327 The complaint Mr R complains that Bank of Scotland plc trading as Intelligent Finance (‘Intelligent Finance’) won’t refund the money he lost when he fell victim to a scam. What happened Mr R says that he saw workmen completing work at his neighbour’s house and enquired about ha... (6 pages)View decision
