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 364766 results
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Decision Reference DRN-5007582
11 Dec 2024 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-5007582 The complaint The executor of the late Mr K’s estate complains that Rothesay Life plc (Rothesay) only returned Mr K’s pension contributions when he died instead of the full transfer value of the pension fund. She would like Rothesay to pay either an additional five year lump... (5 pages)View decision -
Decision Reference DRN-4985766
11 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4985766 The complaint Miss J complained that TSB Bank plc wouldn’t refund her for fraudulent transactions on her account. What happened In 2022, Miss J told TSB that someone was stealing her identity. She also said that she was being abused and manipulated by a relative and his fri... (5 pages)View decision -
Decision Reference DRN-5182328
11 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5182328 The complaint Miss A and Mr M complain about how esure Insurance Limited dealt with a claim against Miss A’s motor insurance policy. Reference to esure includes its agents. What happened In summary, Miss A had a motor insurance policy underwritten by esure. Mr M is a named ... (4 pages)View decision -
Decision Reference DRN-4718084
11 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4718084 The complaint Mr A complains that Santander UK Plc (‘Santander’) won’t refund the money he lost when he says he fell victim to an investment scam. What happened Mr A says that he was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a p... (4 pages)View decision -
Decision Reference DRN-5124602
11 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5124602 The complaint Mr G complains Barclays Bank UK PLC unfairly closed his bank account and provided him with poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In late March 2024 Barclays p... (3 pages)View decision -
Decision Reference DRN-5204407
11 Dec 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-5204407 The complaint A company, which I’ll refer to as H, complain that Zempler Bank Limited trading as Cashplus Bank (Cashplus) unfairly restricted its business account. In bringing this complaint, H is represented by its director, who I’ll refer to as Miss L. What happened The ba... (4 pages)View decision -
Decision Reference DRN-5150287
11 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5150287 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited handled a claim she made on her home insurance policy for damage caused by subsidence. When the claim was initially made, there was a joint policyholder on the policy, Mr H. Sadly in 20... (3 pages)View decision -
Decision Reference DRN-5138900
11 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5138900 The complaint Mr S complains that Santander UK Plc approved a credit card for him together with a credit limit increase and he could not afford to make the repayments. What happened The card was approved for Mr S in March 2017 with an original credit limit of £2,200. Mr S co... (4 pages)View decision -
Decision Reference DRN-5167348
11 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5167348 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost when he says he fell victim to an investment scam. What happened Mr A says that he was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a privat... (4 pages)View decision -
Decision Reference DRN-5200435
11 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5200435 The complaint Mr H has complained about a transfer of his personal pension with The Prudential Assurance Company Limited to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in November 2014. Mr H says he has lost out financially as a result. Mr H says Pru... (8 pages)View decision
