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 362195 results
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Decision Reference DRN-4629747
11 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4629747 The complaint Ms Y complains that Starling Bank Limited hasn’t refunded her after she fell victim to a scam. What happened Ms Y received a text message from a number she didn’t have saved on her phone. It said, “hi mum, this is my new number. You can save this number my phone a... (3 pages)View decision -
Decision Reference DRN-4649915
11 Mar 2024 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-4649915 The complaint Miss P is unhappy that Aioi Nissay Dowa Insurance UK Limited cancelled her motor insurance policy. Aioi is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of intermediaries, for which Aioi has accepted responsibility. ... (3 pages)View decision -
Decision Reference DRN-4675132
11 Mar 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4675132 The complaint Mr O is unhappy with Halifax, who is a trading name of Bank of Scotland plc. Mr O complains Halifax lent to him irresponsibly. What happened Mr O has made several complaints to Halifax about irresponsible lending. This decision only addresses his complaint about f... (6 pages)View decision -
Decision Reference DRN-4603600
11 Mar 2024 One Insurance Limited Not upheldInsuranceDRN-4603600 The complaint Mr K has complained that One Insurance Limited (One Insurance) unfairly recorded a claim against him under a motor insurance policy. What happened Mr K was insured with One Insurance. A third-party insurer contacted One Insurance to report an incident involving Mr... (3 pages)View decision -
Decision Reference DRN-4672045
11 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4672045 The complaint Mr W holds a current account with HSBC UK Bank Plc. During 2019, an investment company contacted him telling him about investment and trading opportunities which could “make him rich”. Mr W thought the investment company sounded genuine and sent it £23,000 from hi... (6 pages)View decision -
Decision Reference DRN-4546759
11 Mar 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4546759 The complaint Mrs S complains about the price quoted by The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) to renew her home insurance policy. She also complains they delayed in sending her a quote despite having all the relevant information about her property... (5 pages)View decision -
Decision Reference DRN-4534310
11 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4534310 The complaint Mr D complains that Barclays Bank UK PLC blocked his account and forced him to make an unnecessary journey from abroad to visit a branch to get his account unblocked. What happened In August 2023 Mr D, who lives abroad, received a letter from Barclays advising him... (3 pages)View decision -
Decision Reference DRN-4408220
11 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4408220 The complaint Mrs C complains that Scottish Widows Limited (SW) failed to credit her employer’s pension contributions to her pension. What happened Mrs C said it became clear that employer pension contributions made between October 2022 and December 2022 had not been credited t... (2 pages)View decision -
Decision Reference DRN-4481675
11 Mar 2024 Fluent Money Limited Not upheldMortgagesDRN-4481675 The complaint Mr and Mrs B complain that Fluent Money Limited mis-sold them a second charge mortgage (secured loan). What happened In 2018 Mr and Mrs B approached Fluent Money, a mortgage broker, for advice about taking a secured loan to consolidate unsecured debt. They origina... (3 pages)View decision -
Decision Reference DRN-4624833
11 Mar 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4624833 The complaint Mr A complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to him. What happened Mr A was provided with a loan for £8,000 in October 2020. The loan was repayable over 48 months through 47 monthly repayments ... (2 pages)View decision
