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 DRN-4726976
10 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4726976 The complaint Mr H complains that Barclays Bank UK PLC failed to merge his profiles within its mobile banking application, causing him financial loss and inconvenience. What happened In October 2023 Mr H asked Barclays to merge his profiles within its mobile banking application... (2 pages)View decision -
Decision Reference DRN-3711848
21 Nov 2022 Interactive Investor Services Limited UpheldInvestmentsDRN-3711848 The complaint Mr B is complaining about delays in transferring his individual savings account (ISA), self- invested pension plan (SIPP) and trading account from another provider (Company A) to Interactive Investor Services Limited (IISL). What happened In late April 2021, Mr B ... (4 pages)View decision -
Decision Reference DRN-4421808
26 Oct 2023 First Central Insurance Management Limited UpheldInsuranceDRN-4421808 The complaint Mr M has complained that First Central Insurance Management Limited is pursuing him for a debt for a car insurance policy Mr M says he didn’t set up. He is unhappy that First Central acknowledges two other policies were set up fraudulently, but not a third policy.... (4 pages)View decision -
Decision Reference DRN1158247
11 Jul 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr A has complained about UK Insurance Limited’s (“UKI”) settlement of a third party claim against his policy despite the fact that he maintains that he was not in the area at the time of the incident. background UKI was contacted by a third party insurer to advise that its policyhold... (2 pages)View decision -
Decision Reference DRN-2197849
5 Nov 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2197849 The complaint Mr W complains that HSBC UK Bank Plc didn’t send him important confidential data by secure e-mail as it said it would. What happened Mr W says HSBC sent him a large amount of confidential personal information via e-mail. He says HSBC told him it would be sent by s... (2 pages)View decision -
Decision Reference DRN-1131251
6 Dec 2019 Lloyds Bank PLC Not upheldInsuranceDRN-1131251The complaintMiss G says Lloyds Bank PLC mis-sold a payment protection insurance (PPI) policy alongside a credit card in 1999. What happenedIn early 1999 Miss G applied for a credit card. At the same time, PPI was added to the account. The cost of the PPI was charged to the acco... (2 pages)View decision -
Decision Reference DRN7604769
8 Apr 2019 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr B complains that he received another customer’s statements from Volkswagen Financial Services (UK) Limited and that his statements were sent to another customer. background In September 2015 Mr B was supplied with a van and entered into a hire purchase agreement with ... (2 pages)View decision -
Decision Reference DRN6213591
11 Apr 2019 NRAM Limited Not upheldPayment protection insurance (PPI)This complaint is about a regular premium payment protection insurance (PPI) policy taken out alongside a secured loan in 2006. Mr and Mrs B say NRAM Plc mis-sold them the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is ... (2 pages)View decision -
Decision Reference DRN-3705641
19 Oct 2022 esure Insurance Limited UpheldInsuranceDRN-3705641 The complaint Ms C complained about esure Insurance Limited’s handling of her claim under her motor insurance policy. What happened Ms C’s car was parked when it was hit by a stolen car. esure decided that it was uneconomical to repair and paid Ms C its market value. But they i... (2 pages)View decision -
Decision Reference DRN4339236
3 Dec 2015 Platform Home Loans Ltd Not upheldBanking and creditMr N complains that Platform Home Loans Ltd (“Platform”) unfairly has charged him a fee and claimed it from his mortgage. He wants the fee refunded, together with interest.backgroundMr N mortgaged his property with Platform. His property needed to be split into two titles... (2 pages)View decision
