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 120614 results
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Decision Reference DRN-4817680
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4817680 The complaint Mr B complains Barclays Bank UK PLC caused him financial loss and distress and inconvenience by incorrectly closing his business account. What happened The facts that led to Mr B’s complaint are well known to both parties, so I am not going to detail everything wh... (4 pages)View decision -
Decision Reference DRN-3535166
3 Jun 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3535166 The complaint Miss B complains that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence when it accepted her Self-Invested Personal Pension (‘SIPP’) application and allowed her to i... (53 pages)View decision -
Decision Reference DRN-4794326
3 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4794326 The complaint Mr I and Ms F complain about delays caused by esure Insurance Limited (esure) during its handling of their subsidence claim. Any reference to esure in this final decision includes its respective agents unless specified otherwise. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-4830376
3 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4830376 The complaint Mr S complains Santander UK PLC failed to set up a new Individual Savings Account (ISA) and transfer funds from a third party bank into it after he visited a branch. What happened I sent the parties a provisional decision in May 2024, in which I set out the follow... (5 pages)View decision -
Decision Reference DRN-4825829
3 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4825829 The complaint Mr Q has complained about the amount Admiral Insurance (Gibraltar) Limited has paid in settlement of his claim under his car insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts ... (2 pages)View decision -
Decision Reference DRN-4608405
3 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4608405 The complaint Mrs H complains that HSBC UK Bank Plc trading as first direct won’t reimburse her after she fell victim to a scam. What happened Mrs H has explained that in September 2023, she received a phishing email, appearing to come from Royal Mail, requesting for her to pay... (5 pages)View decision -
Decision Reference DRN-4827588
3 Jun 2024 True Potential Investments LLP UpheldPensions and AnnuitiesDRN-4827588 The complaint Mr S complains that True Potential Investments LLP (TPI) failed to provide proper and full information about operational aspects of his pension and failed to communicate with him fully and in a timely way. He also feels that it failed to administer his requests in... (6 pages)View decision -
Decision Reference DRN-4764535
3 Jun 2024 Wakam UpheldInsuranceDRN-4764535 The complaint Mr C complains about Wakam’s decision to void his home insurance policy and decline to deal with his claim on the basis he made a misrepresentation. What happened Mr C took out a policy with Wakam and then, around six months later, he made a claim following a burg... (4 pages)View decision -
Decision Reference DRN-4770580
3 Jun 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4770580 The complaint Mr and Mrs P complain about how Liverpool Victoria Insurance Company Limited (“LV”) has handled their home insurance claim. Mr and Mrs P are joint policyholders. As most of the communication relating to their claim and complaint has been from Mr P, I’ll refer main... (4 pages)View decision -
Decision Reference DRN-4807504
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4807504 The complaint Mr M complains that Barclays Bank UK PLC failed to respond to his letters and complaint requesting help with his banking whilst he was away from home receiving medical treatment. What happened Mr M wrote to Barclays on 5 December 2023 about his serious health cond... (2 pages)View decision
