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 370903 results
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Decision Reference DRN-4619098
22 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4619098 The complaint Mrs K and Mr M complain Barclays Bank UK PLC refused to raise a claim under the Direct Debit Guarantee (DDG). They don’t believe it’s treated them fairly. What happened In July 2023 Mrs K and Mr M contacted Barclays to raise a claim under the DDG. They told Barcla... (3 pages)View decision -
Decision Reference DRN-4773722
22 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4773722 The complaint Mr M complains that Barclays Bank UK PLC won’t refund money as a result of a scam. What happened Between June to July 2023, Mr M used an online casino that I’ll call ‘S’ – he made a number of card payments to use the site that went through several different overse... (3 pages)View decision -
Decision Reference DRN-4723920
22 May 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4723920 The complaint Mrs A complains that Hargreaves Lansdown Asset Management Limited (HL) gave misleading information about the Woodford Equity Income Fund (WEIF), Woodford Income Focus Fund (WIFF) and Woodford Patient Capital Trust (WPCT). Mrs A maint... (8 pages)View decision -
Decision Reference DRN-4811901
22 May 2024 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-4811901 The complaint Miss A complains that Creation Consumer Finance Ltd (“Creation”) reduced her credit limit to zero without telling her and that they have impacted her credit file. She says she also received poor customer service from them. What happened The details of this complai... (2 pages)View decision -
Decision Reference DRN-4787081
22 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4787081 The complaint Mr S, a sole trader, complains about how Admiral Insurance (Gibraltar) Limited have dealt with a claim he made on a commercial van policy. What happened At the start of June 2022, Mr S was involved in a non-fault accident. He made a claim to Admiral for the repair... (4 pages)View decision -
Decision Reference DRN-4670027
22 May 2024 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-4670027 The complaint The estate of Mr M complains about how Zurich Assurance Ltd (Zurich) managed Mr M’s Retirement Annuity contract on his 75 th birthday. In particular, it complains that Zurich set up a default annuity on his behalf at age 75 without his consent. What happened I und... (8 pages)View decision -
Decision Reference DRN-4782580
22 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4782580 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard (Barclays) unfairly defaulted his credit card account. What happened In early 2023, Mr P was struggling to keep up with his credit card payments. Barclays agreed several periods of breathing space bef... (3 pages)View decision -
Decision Reference DRN-4764998
22 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4764998 The complaint Mr S complains that Nationwide Building Society are not making a reasonable adjustment for him under the Equality Act 2010. What happened Mr S has a loyalty saver account with Nationwide which he opened in 2012. Mr S wanted to transfer funds to an external savings... (3 pages)View decision -
Decision Reference DRN-4812051
22 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4812051 The complaint Miss C complains that National Westminster Bank Plc (NatWest) are holding her to the terms of a loan agreement she says she didn’t enter into. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief over... (3 pages)View decision -
Decision Reference DRN-4806209
22 May 2024 Pension Works Limited UpheldPensions and AnnuitiesDRN-4806209 The complaint Mr R complains that Pension Works Limited (‘PWL’) did not provide a suitable recommendation and took too long when it gave him abridged advice on his defined-benefit (‘DB’) occupational pension scheme. Mr R says this has caused him a financial loss because when he... (13 pages)View decision
