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 364862 results
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Decision Reference DRN-4463739
14 Feb 2024 Topaz Finance Limited Not upheldMortgagesDRN-4463739 The complaint Mr B and Miss L complain that Topaz Finance Limited (trading as Heliodor Mortgages) has treated them unfairly by overcharging them on their mortgage, during a period when it was no longer offering new mortgages. Mr B and Miss L say that because of their circumstan... (7 pages)View decision -
Decision Reference DRN-4396101
14 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4396101 The complaint Mr G complains that Barclays Bank UK PLC (“Barclays”) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background... (3 pages)View decision -
Decision Reference DRN-4588886
14 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4588886 The complaint Mr S complains that HSBC UK Bank Plc made an error in respect of refunding payments under the direct debit guarantee, and has failed to comply with its obligations under that guarantee. Further that it failed to comply with a subject access request (SAR) to provid... (3 pages)View decision -
Decision Reference DRN-4621811
14 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4621811 The complaint Mr and Mrs S are unhappy that Great Lakes Insurance SE declined a claim made on their annual, multi-trip, travel insurance policy (‘the policy’). All reference to Great Lakes includes its claims handlers. What happened The details of this complaint are well known ... (4 pages)View decision -
Decision Reference DRN-4563432
14 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4563432 The complaint A complains that Barclays Bank UK PLC closed its account without notice or reason. It would like the account reopened. A is represented by its director Mrs A. What happened The detailed background of this complaint is well known to both parties. So, I’ll only prov... (4 pages)View decision -
Decision Reference DRN-4600989
14 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4600989 The complaint Mrs C has complained that Aviva Insurance Limited declined to meet a claim made under a group private medical insurance policy. What happened The background to this matter is well known to the parties so I won’t repeat it in detail here. In summary Mrs C complaine... (2 pages)View decision -
Decision Reference DRN-4475928
14 Feb 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4475928 The complaint Mr H says The Royal Bank of Scotland Plc irresponsibly lent to him. What happened Mr H opened a credit card with RBS on 22 June 2002. The opening limit was £1,500 and a number of limit increases took his available credit on the card to £6,400 by February 2005. The... (2 pages)View decision -
Decision Reference DRN-4591861
14 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4591861 The complaint Mr N complains that Bank of Scotland plc (“BOS”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has explained that in Septemb... (3 pages)View decision -
Decision Reference DRN-4582711
14 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4582711 The complaint Ms P complains about how Aviva Insurance Limited handled her claim against her private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Ms P has had privat... (5 pages)View decision -
Decision Reference DRN-4587348
14 Feb 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4587348 The complaint Mr K complains about how Tesco Underwriting Limited (“Tesco”) valued his car and then made a deduction following a claim under his car insurance policy. What happened Mr K had a motor insurance policy with Tesco covering his car. In August 2023 his car was damaged... (2 pages)View decision
