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 369228 results
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Decision Reference DRN-5324008
25 Feb 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5324008 The complaint Mr N has complained that Astrenska Insurance Limited (“Astrenska”) declined a claim he made under his mobile phone insurance policy. What happened The background to this complaint is well known to the parties. Mr N was in Europe at a restaurant in September 202... (2 pages)View decision -
Decision Reference DRN-5322326
25 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5322326 The complaint Mrs S complains that Barclays Bank UK PLC stopped her from transferring funds from her ISA to her current account because of a third party debt order. What happened On 13 December 2017 a company, C, obtained a County Court judgment against Mrs S for just over £... (4 pages)View decision -
Decision Reference DRN-5340296
25 Feb 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5340296 The complaint Mr A complains, through his representative, about losing out on winnings as a result of the way National Savings and Investments (‘NS&I’) handled his application to buy premium bonds and NS&I’s refusal to issue backdated reserved bonds, despite assuranc... (4 pages)View decision -
Decision Reference DRN-4882271
25 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4882271 The complaint Mr S has complained that American Express Services Europe Limited (AESEL) (Amex) won’t refund him for transactions’ he says he didn’t make or authorise totalling just over £60,000. What happened The detailed background of this complaint is well known to both p... (6 pages)View decision -
Decision Reference DRN-5356070
25 Feb 2025 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5356070 The complaint Mr B complains that IFG Pensions Limited (‘IFG’) – formerly Sovereign Pension Services (UK) Limited and MW Pensions Limited, but I’ll refer to IFG for ease of reference – shouldn’t have allowed him to invest in its Self-Invested Personal Pension (‘SIPP’) and th... (37 pages)View decision -
Decision Reference DRN-5355999
25 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5355999 The complaint Mr R complains American Express Services Europe Limited (AESEL) failed to take responsibility for the delayed delivery of goods he bought from an online retailer. What happened On around 16 November 2023, Mr R ordered a laptop (about £728) and a keyboard (abou... (6 pages)View decision -
Decision Reference DRN-4979509
25 Feb 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4979509 The complaint Mrs F complains that The Prudential Assurance Company Limited (‘Prudential’) gave an incorrect value for her home purchaser endowment policy when it matured. What happened Mrs F had a home purchaser endowment policy with Prudential. She took the policy out in 1... (8 pages)View decision -
Decision Reference DRN-5014854
25 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5014854 The complaint Mr F has complained that Bank of Scotland Plc (trading as “Halifax”) failed to protect him from falling victim to a cryptocurrency investment scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both pa... (3 pages)View decision -
Decision Reference DRN-5345749
25 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5345749 The complaint Mr F complains that Barclays Bank UK PLC have charged him a high rate of interest for many years, and he was unable to move his mortgage to another lender due to the property being in negative equity. What happened Mr F took out a mortgage in 2006 with standard... (4 pages)View decision -
Decision Reference DRN-5242936
25 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5242936 The complaint Miss R, as an executor and trustee of The estate of Mr R , complains about the service provided to her by National Westminster Bank Plc (‘NatWest’) in connection with trust accounts set up under Mr R’s will. The other executor and trustee has authorised Miss R... (4 pages)View decision
