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 365360 results
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Decision Reference DRN-4457981
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4457981 The complaint Mr L has complained Barclays Bank UK PLC, trading as Barclaycard, didn’t refund him for unauthorised transactions and then required him to repay their legal costs after his judgement was set aside. What happened In 2022 Mr L asked Barclaycard to refund him for var... (2 pages)View decision -
Decision Reference DRN-3975309
12 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3975309 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012, Mr B says he was approached... (41 pages)View decision -
Decision Reference DRN-4561918
12 Feb 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4561918 The complaint Miss B complains about Great Lakes Insurance SE’s (“Great Lakes”) decision to decline her pet insurance claim. What happened Miss B took her pet dog to the vet for first vaccinations and a general health check in November 2021. Miss B says during this consultation... (5 pages)View decision -
Decision Reference DRN-4342197
12 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4342197 The complaint Miss G complains that Lloyds Bank Plc (Lloyds) lent to her irresponsibly when it provided her with an overdraft. She has said it’s affected her mental health and she would like the debt written off. What happened In May 2019 Miss G successfully applied for an over... (3 pages)View decision -
Decision Reference DRN-4532574
12 Feb 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4532574 The complaint Mr D has complained PrePay Technologies Limited won’t refund four transactions he didn’t authorise. What happened Having used his card with Monese, Mr D noticed the balance on his account was incorrect. He asked PrePay Technologies what had gone wrong. They explai... (2 pages)View decision -
Decision Reference DRN-4616644
12 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4616644 The complaint Ms A complains HSBC UK Bank Plc didn’t assist her in recovering an international payment. She says that as a result of its inaction, she has lost out financially and experienced significant distress and inconvenience. What happened Ms A made an international trans... (2 pages)View decision -
Decision Reference DRN-4589760
12 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4589760 The complaint Mrs A complains esure Insurance Limited hasn’t offered a fair value for her car following it being written off after an accident. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise the ... (3 pages)View decision -
Decision Reference DRN-4616519
12 Feb 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4616519 The complaint Mr R complains about the handling of his claim for storm damage by Liverpool Victoria Insurance Company Limited (LV), under his home buildings insurance policy. What happened In 2021 a storm caused damage to the roof of an outbuilding on Mr R’s property. He made a... (4 pages)View decision -
Decision Reference DRN-4224364
12 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4224364 The complaint Mr C complains that Barclays Bank UK PLC is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background of this comp... (3 pages)View decision -
Decision Reference DRN-4495083
12 Feb 2024 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-4495083 The complaint Mr N has complained about the actions of Harbour Rock Capital Limited (trading as Portafina). He says, in brief, that Portafina failed to provide a professional advice service in relation to the potential transfer of his defined benefit (DB) occupational pension. ... (3 pages)View decision
