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 367928 results
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Decision Reference DRN-5216344
19 Dec 2024 Close Brothers Limited UpheldConsumer CreditDRN-5216344 The complaint Mr R complains that a used car he acquired through a hire purchase agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (‘Close Brothers’) is of unsatisfactory quality. What happened In September 2023, Mr R took out a hire purch... (5 pages)View decision -
Decision Reference DRN-5222440
19 Dec 2024 Right Choice Insurance Brokers Ltd Not upheldInsuranceDRN-5222440 The complaint Mr L complains about the fees and charges applied by Right Choice Insurance Brokers Ltd trading as Ladybird (Ladybird) following the cancellation of his car insurance policy. What happened Mr L took out a car insurance policy with an insurer (“the insurer”) via... (3 pages)View decision -
Decision Reference DRN-5126460
19 Dec 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-5126460 The complaint The estate of Mrs W complains that ReAssure Life Limited stopped making annuity payments to her in 2017 without any explanation or notification. They went on to say that when ReAssure re-started payments, an avoidable large tax liability was incurred as a conse... (5 pages)View decision -
Decision Reference DRN-5198228
19 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5198228 The complaint Mrs D complains that Monzo Bank Ltd unfairly registered a marker about her at Cifas, the national fraud database. What happened Mrs D had an account with Monzo. Between February and March 2024 several payments, totalling just under £10,500 were made into Mrs D... (4 pages)View decision -
Decision Reference DRN-5208936
19 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5208936 The complaint Mr L complains Clydesdale Bank Plc, trading as Virgin Money, closed his account without telling him why. Mr L doesn’t think he has breached any terms and conditions, so wants to know why his account was closed. To keep things simple, I will refer to “Virgin Mon... (2 pages)View decision -
Decision Reference DRN-5131305
19 Dec 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-5131305The complaint Mr X complains that he tried to cancel his new fixed interest rate mortgage deal with HSBC UK Bank Plc, the day before it took effect, but HSBC’s offices were c\<br />View decision
losed. He contacted HSBC the next day, but it said then that he was too late. What happened Mr X ... (4 pages) -
Decision Reference DRN-5142422
19 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5142422 The complaint Mr M complains that American Express Services Europe Limited (AESEL) did not assist him with providing him a certificate of insurance. What happened Mr M has an Amex credit card which he says he pays £575 a year which includes benefits such as car rental insura... (3 pages)View decision -
Decision Reference DRN-5211947
19 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5211947 The complaint X complains Barclays Bank UK PLC closed her accounts without taking adequate steps to notify her given it knew she resided abroad. She also complains Barclays didn’t take reasonable measures to help her retrieve her funds causing undue delay. X says Barclays’ a... (8 pages)View decision -
Decision Reference DRN-5070363
19 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5070363 The complaint Mr M has complained about a transfer of his group personal pension plan (GPPP) with Scottish Widows Limited to a Qualifying Recognised Overseas Pension Scheme (QROPS) in October 2017. Mr M’s QROPS was subsequently used to invest via an investment platform manag... (10 pages)View decision -
Decision Reference DRN-5219243
19 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5219243 The complaint Mrs M complains Barclays Bank UK PLC (“Barclays”) closed her accounts without notice nor explanation. Mrs M adds that Barclays caused significant avoidable delay in transferring her funds to her overseas account and handled her complaint poorly. To put things r... (10 pages)View decision
