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 369227 results
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Decision Reference DRN-4720232
1 May 2024 ReAssure Life Limited UpheldPensions and AnnuitiesDRN-4720232 The complaint X complains that ReAssure Life Limited (ReAssure) hasn’t provided the administration service for their pension policy that was provided by their previous administrators. X also complains about the charges levied. What happened X started a unit-linked personal pens... (8 pages)View decision -
Decision Reference DRN-4771012
1 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4771012 The complaint Mr M complains that Barclays Bank UK PLC unfairly blocked an attempted payment. What happened Mr M says he tried to transfer money in early January 2024, but the payment was blocked. He says he spoke to Barclays after passing its security and the payment was autho... (2 pages)View decision -
Decision Reference DRN-4776624
1 May 2024 ClearBank Limited Not upheldBanking and PaymentsDRN-4776624 The complaint This complaint comes from a limited company I’ll refer to as “T”. Mr T, as director, is representing T. The complaint is about ClearBank Limited (trading as Tide) not refunding the money T lost in a scam. What happened In 2023, T received a call from a scammer pre... (3 pages)View decision -
Decision Reference DRN-4544710
1 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4544710 The complaint Ms A is unhappy that Bank of Scotland plc, trading as Halifax, stopped several card transactions that she wanted to make. What happened Ms A raised a complaint with Halifax when several transactions she tried to make from well- known high street stores were blocke... (4 pages)View decision -
Decision Reference DRN-4750527
1 May 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4750527 The complaint Mr and Mrs M complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined a claim for storm damage, under their home buildings insurance policy. I’ll refer to Mr M in my decision for ease. What happened On 28 September 2023 Mr M says damage was ... (5 pages)View decision -
Decision Reference DRN-4773773
1 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4773773 The complaint Mr G is unhappy with the outcome of a dispute he raised with Starling Bank Limited. What happened The background details of this complaint are well known to the parties – so I will only summarise these briefly. It reflects my informal remit. Mr G says that he requ... (4 pages)View decision -
Decision Reference DRN-4725370
1 May 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4725370 The complaint Miss H, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with her. She says that due to her personal and financial circumstances at the relevant time the agreement was unaffordable. What hap... (3 pages)View decision -
Decision Reference DRN-4737479
1 May 2024 Vitality Health Limited Not upheldInsuranceDRN-4737479 The complaint X complains that Vitality Health Limited (hereafter “Vitality”) unfairly declined to cover her eye surgery. What happened As both sides are familiar with the background of this complaint the following is only a brief summary of what happened. X has access to a pri... (3 pages)View decision -
Decision Reference DRN-4763960
1 May 2024 Albany Park Limited Not upheldInsuranceDRN-4763960 The complaint Ms F complains that Albany Park Limited mis-sold her a life insurance policy. What happened In December 2020 Ms F took out a life insurance policy during a telephone call. She says she received an unsolicited call from Albany Park during which she extended her lif... (2 pages)View decision -
Decision Reference DRN-4739461
1 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4739461 The complaint Mr T complains that Zurich Insurance PLC accepted liability on a claim on his behalf without notifying him and without considering all the circumstances. What happened In April 2023 Mr T was notified by Zurich that his vehicle had caused damage to another car in a... (2 pages)View decision
