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 4282 results
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Decision Reference DRN6596604
3 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMrs C complains that she was mis-sold two packaged bank accounts by Barclays Bank Plc. Mrs C’s husband, Mr C, brings the complaint on her behalf. backgroundIn 2002 Mrs C opened a free account with Barclays Bank Plc. This account was upgraded to a packaged account cal... (2 pages)View decision -
Decision Reference DRN-4809335
6 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4809335 The complaint K, a limited company, complains that Barclays Bank UK PLC didn’t provide it with sufficient help in switching its account. What happened K had asked a different financial business (which I’ll anonymise here as the ‘new bank’) to switch its account from Barclays. T... (2 pages)View decision -
Decision Reference DRN-3345678
20 Apr 2022 HSBC UK Bank Plc UpheldMortgagesDRN-3345678 The complaint Mrs K complains that HSBC UK Bank Plc’s failure to respond to her contact attempts in relation to her mortgage application caused her to miss a deadline and to incur legal costs. What happened Mr and Mrs K visited a branch of HSBC in February 2020 to enquire about... (4 pages)View decision -
Decision Reference DRN-2642815
27 May 2021 Soteria Insurance Limited Not upheldInsuranceDRN-2642815 The complaint Mr B complains that Soteria Insurance Limited, (“Soteria”) voided his motor insurance policy and refused to pay his claim. What happened Mr B took out his motor insurance policy with Soteria through a price comparison website in August 2017 and renewed this in Aug... (4 pages)View decision -
Decision Reference DRN8324311
29 Feb 2016 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr R, a director of company S, has complained about Be Wiser Insurance Services Ltd’s decision to cancel S’s motor insurance policy.backgroundThe background is set out in more detail in a provisional decision that I sent to the parties earlier this month. And I’ve atta... (5 pages)View decision -
Decision Reference DRN-5353698
21 Mar 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5353698 The complaint Miss C has complained about a transfer of her Scottish Widows Limited (‘Scottish Widows’) personal pensions to an occupational scheme in 2012. Miss C says Scottish Widows failed in its responsibilities when dealing with the transfer request. She says that it sh... (4 pages)View decision -
Decision Reference DRN2105976
25 Aug 2016 FCE Bank Plc Not upheldBanking and creditMr T complains about an excess mileage charge that FCE Bank Plc (“FCE”) say he is liable for.backgroundMr T obtained a car on hire through FCE. Mr T believes he agreed an annual mileage limit of 12, 000 miles with the dealership and says this is the distance he has a... (2 pages)View decision -
Decision Reference DRN9073928
19 Jun 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained that U K Insurance Limited carried out a change of vehicle incorrectly under his car insurance policy. backgroundMr A said he has car insurance policies for two cars with UKI. He changed one of his cars and called UKI to change the car registratio... (2 pages)View decision -
Decision Reference DRN2521154
19 Apr 2016 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs B complains that Be Wiser Insurance Services Ltd didn’t follow her instructions and set up a separate motor insurance policy for her son. backgroundMrs B said she called Be Wiser and asked it to set up a new policy for her son but to insure her car. Instead, ... (2 pages)View decision -
Decision Reference DRN-2748547
17 May 2021 Experian Limited Not upheldConsumer CreditDRN-2748547 The complaint Miss A complains about the monthly charges she’s incurred since signing up to Experian Limited’s Credit Expert service. What happened In 2014 Miss A signed up to the Credit Expert service and has told us she wasn’t aware that, after a free 30 day trial period, she... (2 pages)View decision
