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 360264 results
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Decision Reference DRN-4617952
27 Feb 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4617952 The complaint Mr T is unhappy with the performance of his workplace Self Invested Personal Pension (SIPP) administered by Scottish Equitable Plc trading as Aegon (Aegon). What happened Mr T, following advice, opted to invest into Aegon’s Cautious Lifestyling fund within his SIP... (3 pages)View decision -
Decision Reference DRN-4646936
27 Feb 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4646936 Complaint Miss B says Frasers Group Financial Services Limited (trading as “Studio”) irresponsibly provided her with a catalogue shopping account which it then unfairly increased the credit limit on. Background This complaint is about a catalogue shopping account Studio initial... (3 pages)View decision -
Decision Reference DRN-4485585
27 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4485585 The complaint Mr and Mrs B have complained about the following matters in relation to their mortgage account with Barclays Bank UK PLC: that they have been overcharged interest by being kept on Standard Variable Rate (SVR); Barclays failed to offer them a new interest rate pr... (6 pages)View decision -
Decision Reference DRN-4647197
27 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4647197 The complaint Miss G has complained about the way Advantage Insurance Company Limited handled her claim under her car insurance policy. Reference to Advantage includes its agents. What happened The background to this complaint is well known to Miss G and Advantage. In my decis... (2 pages)View decision -
Decision Reference DRN-4377406
27 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4377406 The complaint Mrs B says National Westminster Bank Plc unfairly refused to refund transactions she reported as fraudulent on her account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the... (3 pages)View decision -
Decision Reference DRN-4393508
27 Feb 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4393508 The complaint Mr and Mrs S have complained that, when they contacted Lloyds Bank PLC in October 2021 to discuss their mortgage arrears, the bank failed to offer them a mortgage review, even though they asked for this. Mr and Mrs S say that, if they had been offered a mortgage r... (4 pages)View decision -
Decision Reference DRN-4394823
27 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4394823 The complaint Mr S complains Barclays Bank UK Plc unfairly refused to refund him unauthorised transactions on his current account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ev... (3 pages)View decision -
Decision Reference DRN-4647440
27 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4647440 The complaint A company, which I’ll refer to as C, complains that it suffered losses when Barclays Bank UK PLC unfairly delayed a refinancing agreement. What happened C had a loan from Barclays which was due to expire during 2022. In January 2022, the company started discussion... (3 pages)View decision -
Decision Reference DRN-4617336
27 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4617336 The complaint Mr F says Capital One (Europe) plc irresponsibly lent to him. What happened Mr F opened a credit card account with Capital One in January 2017. The initial limit was £500 and this was increased to £750 in August 2017. He says that the credit was not affordable for... (2 pages)View decision -
Decision Reference DRN-4554457
27 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4554457 The complaint Mrs M and Mr M are unhappy that Santander UK Plc restricted their accounts and with the service they received surrounding this. What happened On 8 September 2023, Mrs M and Mr M mistakenly opened several new savings accounts with Santander online. A few days later... (3 pages)View decision
