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 4569 results
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Decision Reference DRN-3339209
16 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3339209 The complaint Miss A is unhappy Bank of Scotland plc trading as Halifax hasn’t reimbursed her all the funds she says she sent as the result of a scam. What happened Miss A connected with person ‘L’ on an online dating site. A short while after they started speaking, L asked Mis... (4 pages)View decision -
Decision Reference DRN-4814247
28 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4814247 The complaint X and its director Mr H complain that Aviva Insurance Limited mishandled a claim on a commercial motor insurance policy. What happened X is a company in the electrical business. The subject matter of the claim and the complaint is a van, first registered in 2018 w... (5 pages)View decision -
Decision Reference DRN7668700
24 Mar 2020 TRANSUNION INTERNATIONAL UK LIMITED UpheldBanking and creditMr K complains that TransUnion International UK Limited merged his credit record with one belonging to someone else..backgroundMr K said his problems first started in June 2018 when he began to receive correspondence about debts he didn’t know anything about. Then in January 2019 he receiv... (2 pages)View decision -
Decision Reference DRN7024588
26 Feb 2015 Bank of Scotland Plc Not upheldBanking and creditMrs D complains that Bank of Scotland plc (trading as BM Savings) didn’t tell her when her bond was about to mature and it failed to register her to receive gross interest.backgroundMrs D’s bond matured in 2013. But she didn’t receive notice from BM Savings that the bond was about to mat... (2 pages)View decision -
Decision Reference DRN-3934684
31 Jan 2023 Standard Life Assurance Limited Not upheldPensions and AnnuitiesDRN-3934684 The complaint Mr J complains that the value of his pension savings transferred to another provider by Standard Life Assurance Limited was lower than it should have been. He says that the time taken to complete the disinvestment process meant that Standard Life actually received... (3 pages)View decision -
Decision Reference DRN-4648116
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4648116 The complaint Mr C complains that he was locked out of his account with Barclays Bank UK PLC (Barclays). What happened Mr C was a new customer of Barclays – he opened his account on 6 May 2023. He registered for Barclays Mobile Banking (‘BMB’). On 25 May 2023, he found he could... (4 pages)View decision -
Decision Reference DRN1457530
19 Jan 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B and Ms B complain about the valuation Admiral Insurance Company Limited put on Ms B’s car after it was declared a total loss, and that it took five weeks to make an offer. backgroundMs B had motor insurance with Admiral and her son, Mr B, was a named driver on... (2 pages)View decision -
Decision Reference DRN6248086
11 Jul 2014 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Ms D complains that Admiral Insurance Company Limited made a mistake when it settled a claim against her motor insurance policy and recorded it as a fault.backgroundA third party contacted Admiral and said its vehicle had been hit by Ms D’s car while it was parked. Ms D said she was not... (2 pages)View decision -
Decision Reference DRN0600900
28 Dec 2018 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs A complains that the Bank of Ireland (UK) Plc trading as Post Office Money has refused to accept a Power of Attorney for her to act on her grandfather’s (Mr E’s) account. She says that the Post Office has requested further forms to be completed and further i... (2 pages)View decision -
Decision Reference DRN0283502
23 Sep 2016 Experian Limited UpheldBanking and creditMr K complains that Experian Limited wrongly recorded his address on his credit file which has affected his ability to obtain credit. He also complains that Experian cancelled his membership without explanation.background Experian’s records of Mr K’s current and previ... (2 pages)View decision
