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 367300 results
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Decision Reference DRN-5447132
14 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5447132 The complaint Mr J complains TSB Bank plc provided poor service when he raised a claim about a payment and when he tried to contact it. What happened A summary of what happened is below. Mr J raised a dispute with TSB on 9 October 2024 about a payment from his account for £3... (2 pages)View decision -
Decision Reference DRN-5225711
14 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5225711 The complaint Mr H is unhappy Bank of Scotland plc trading as Halifax (Halifax) won’t refund a payment which he says he didn’t authorise on his credit card. What happened On checking his account on 28 March 2024, Mr H noticed two payments had been made that he did not recog... (3 pages)View decision -
Decision Reference DRN-5442645
14 Apr 2025 AWP P&C S.A. Not upheldInsuranceDRN-5442645 The complaint Mr and Mrs R complain that AWP P&C S.A. declined their travel insurance claim. My references to AWP include its agents. What happened Mr and Mrs R had travel insurance through a bank account, insured by AWP. They and their children were due to fly abroad a... (2 pages)View decision -
Decision Reference DRN-5072761
14 Apr 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5072761 The complaint Mr S complained that Financial Administration Services Limited (‘Fidelity’) gave him inaccurate information about one of his investment holdings on its online platform. What happened In an investment account with Fidelity Mr S had an investment holding which he... (4 pages)View decision -
Decision Reference DRN-5375764
14 Apr 2025 Santander UK Plc UpheldMortgagesDRN-5375764 The complaint This complaint is about Ms A’s mortgage with Santander UK Plc. Ms A’s initial complaint is that Santander had declined her request for a term extension. Santander has since agreed to the term extension, so the issue in the complaint is now about compensation fo... (2 pages)View decision -
Decision Reference DRN-5434052
14 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5434052 The complaint Mr and Mrs W complain that TSB Bank plc switched their preference for paper statements off, without consulting them and can’t explain how or why this happened. They bring their complaint with the help of their daughter and attorney, Mrs H. I will therefore refe... (2 pages)View decision -
Decision Reference DRN-5441824
14 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5441824 The complaint Miss J and Mr C have complained that U K Insurance Limited trading as Direct Line Home Insurance (UKI) unfairly declined a claim under their home insurance policy. As Miss J seemed mainly to deal with the claim and complaint, for ease, I will normally only ref... (2 pages)View decision -
Decision Reference DRN-5178260
14 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5178260 The complaint Mr B complains about the poor performance of his Group Personal Pension (GPP). He feels this was caused by Aviva Life & Pensions UK Limited (Aviva)’s mismanagement. What happened Mr B took out a GPP with Aviva through his employer. It started in February 20... (5 pages)View decision -
Decision Reference DRN-5449946
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5449946 The complaint Miss A complains that Barclays Bank UK PLC trading as Barclaycard unfairly charged interest on her credit card account What happened Miss A has a Barclaycard credit card account. In November 2021, Barclaycard agreed a 12 month reduced repayment plan. During thi... (3 pages)View decision -
Decision Reference DRN-4768704
14 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4768704 The complaint Mr A is unhappy HSBC UK Bank Plc (‘HSBC’) hasn’t refunded him the money he lost after falling victim to an Authorised Push Payment (‘APP’) car purchase scam. Mr A has referred the complaint to this service with the assistance of a family member. For ease of re... (5 pages)View decision
