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 366874 results
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Decision Reference DRN-5227694
16 Jan 2025 National Counties Building Society Not upheldMortgagesDRN-5227694 The complaint Mr G complains that National Counties Building Society trading as Family Building Society asked him to accept a new mortgage interest rate product when it knew it was about to reduce its product interest rates. Mr G asks that a lower interest rate is applied to... (3 pages)View decision -
Decision Reference DRN-4951550
16 Jan 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-4951550 The complaint Mrs C complains that National Savings and Investments (NS&I) automatically re-invested the proceeds of a bond she had with it into a three-year fixed term bond. Mrs C is unhappy because the terms of the new bond are more onerous than the original bond she h... (9 pages)View decision -
Decision Reference DRN-5132566
16 Jan 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5132566 The complaint Mr F has complained about the actions of Aviva Life & Pensions UK Limited (“Aviva”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asset that is unlikely t... (10 pages)View decision -
Decision Reference DRN-5043656
16 Jan 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5043656 The complaint The estate of Mr K complains that Zurich Assurance Ltd avoided Mr K’s life insurance policy and refused to pay a claim. The estate also complains about delays and consequential losses. The estate is represented by a relative, Ms K. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5249842
16 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5249842 The complaint Ms C is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms C fell victim to a cruel investment scam that she saw advertised on social media and appeared ... (12 pages)View decision -
Decision Reference DRN-5223659
16 Jan 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5223659 The complaint Miss D and Miss N complain about the way Barclays Bank UK PLC dealt with them when their joint mortgage fell into arrears. Miss D has dealt with the complaint. Miss D says they are owed an apology for how difficult Barclays made it to sort things out and compen... (5 pages)View decision -
Decision Reference DRN-5243132
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243132 The complaint Mr R complains that Barclays Bank UK PLC failed to alert him to the fact that he was spending a large amount of money on gambling following his receiving inheritance monies. What happened In December 2019 and again in November 2020, Mr R received a large capit... (3 pages)View decision -
Decision Reference DRN-4760872
16 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4760872 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr P fell victim to a fake job scam. He was contacted via a mobile messaging service by someone offering him a job. They said they’d got his details from a recruitment firm, an... (9 pages)View decision -
Decision Reference DRN-5223201
16 Jan 2025 West One Loan Limited UpheldBanking and PaymentsDRN-5223201 The complaint S, a limited company, complains that West One Loan Limited wrongly claimed it had defaulted on a secured loan and applied additional interest. S is represented by its director, who I’ll refer to as Mr S. Mr S asks that West One refunds the additional interest i... (4 pages)View decision -
Decision Reference DRN-5232006
16 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5232006 The complaint Mr C is unhappy with the service he’s received from Barclays surrounding a request to recover money that he mistakenly sent to an incorrect account. What happened Mr C contacted Barclays and asked for information on how he could make a lump sum payment towards ... (3 pages)View decision
