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-4626170
11 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4626170 The complaint Mr R complains about the level of service he received from Barclays Bank UK PLC. What happened In early 2023, Barclays wrote to Mr R to say that it was going to close his euro account due to inactivity. Mr R was unhappy with the service he received when he then tr... (2 pages)View decision -
Decision Reference DRN-4735955
11 Apr 2024 UCB Home Loans Corporation Ltd UpheldMortgagesDRN-4735955 The complaint Mr L complains about the way UCB Home Loans Corporation Ltd dealt with his buy to let mortgage after the term expired. What happened The term of Mr L’s interest only buy to let mortgage expired in late 2021 with an unpaid balance. UCB agreed informal term extensio... (3 pages)View decision -
Decision Reference DRN-4435354
11 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4435354 The complaint Mr S says that Bank of Scotland plc, trading as Halifax, were unreasonable to close his credit card account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for... (2 pages)View decision -
Decision Reference DRN-4731722
11 Apr 2024 Epayments Systems Ltd UpheldBanking and PaymentsDRN-4731722 The complaint Mr P complains Epayments Systems Ltd (“Epayments”) won’t refund him his funds despite providing all the documents he’s been requested to. And that its unfairly evolving and making the process difficult. What happened As both parties are aware of the background of ... (3 pages)View decision -
Decision Reference DRN-4731802
11 Apr 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4731802 The complaint Mr J, who has difficulties with verbal communication, is unhappy that National Savings and Investments (“NS&I”) didn’t provide clear information about how they would use the phone number he provided them in his application, or with the support he received when... (4 pages)View decision -
Decision Reference DRN-4707532
11 Apr 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4707532 The complaint Mr F complains Accredited Insurance (Europe) Ltd unfairly declined his motor insurance claim. Accredited has been represented at points by an agent. For simplicity I’ve referred to the agent’s actions as being Accredited own. What happened In October 2022 Mr F mad... (3 pages)View decision -
Decision Reference DRN-4652987
11 Apr 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4652987 The complaint Mr B complains that Assurant General Insurance Limited (Assurant) failed to repair his device, following a claim under his gadget insurance policy. What happened Mr B held a gadget insurance policy with Assurant and made a claim as his device developed a backlight... (2 pages)View decision -
Decision Reference DRN-4617704
11 Apr 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4617704 The complaint Miss D complains that HSBC UK Bank Plc have treated her unfairly during her application for additional borrowing on her mortgage. What happened Miss D took out a mortgage with HSBC that completed in January 2023. On 31 July 2023 Miss D had a conversation with an a... (3 pages)View decision -
Decision Reference DRN-4657570
11 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4657570 The complaint Mrs B is unhappy that Barclays Bank UK PLC (‘Barclays’) didn’t reimburse her when she was the victim of a scam and with the service it provided. What happened Mrs B says that on the evening of 24 March 2022 she received a telephone call from someone who claimed to... (3 pages)View decision -
Decision Reference DRN-4724610
11 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4724610 The complaint Ms G and Mr V complain that Barclays Bank UK PLC didn’t tell them that getting permission to let their property out would restrict the choice of interest rates they could take on their mortgage. What happened Ms G and Mr V have a mortgage with Barclays. The loan i... (5 pages)View decision
