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 361839 results
-
Decision Reference DRN-5245143
22 Jan 2025 Connells Limited Not upheldMortgagesDRN-5245143 The complaint This complaint is about a new fixed rate product Miss H and Mr S arranged on their mortgage via IMH, the trading name of a mortgage broker firm that is part of Connells Limited. The essence of the complaint is that having arranged the new product approximately... (2 pages)View decision -
Decision Reference DRN-5207289
22 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5207289 The complaint Mr B complains that Advantage Insurance Company Limited settled his motorcycle theft claim on a proportional basis. What happened Mr B took out an insurance policy with Advantage to insure his motorcycle in September 2023. In March 2024, his motorcycle was unf... (5 pages)View decision -
Decision Reference DRN-5113028
22 Jan 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5113028 The complaint Mr C complains that Paragon Bank Plc wrongly transferred an existing ISA to a fixed rate account rather than to a new ISA. What happened In August 2023, Mr C wanted to transfer an ISA he held with Paragon to new fixed rate ISA with it. Mr C completed this instr... (3 pages)View decision -
Decision Reference DRN-5259773
22 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5259773 The complaint Ms H complained it took an excessive amount of time to complete her remortgage to Barclays Bank UK PLC. Ms H said that left her paying her old lender’s Standard Variable Rate (“SVR”) about a thousand pounds more each month than her new Barclays mortgage. What h... (7 pages)View decision -
Decision Reference DRN-5278539
22 Jan 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5278539 The complaint Miss W, through her representatives, has complained about a transfer of her personal pension with Scottish Widows Limited trading as Clerical Medical (‘SW’) to a Self-Invested Personal Pension (“SIPP”) in May 2014. Miss W’s SIPP was subsequently used to invest ... (7 pages)View decision -
Decision Reference DRN-5209825
22 Jan 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5209825 The complaint Mr L has complained about a replacement handset he was sent by Assurant General Insurance Limited (Assurant) following a claim he made under a mobile phone policy. What happened Mr L contacted Assurant to make a claim for damage to his mobile phone. He also up... (3 pages)View decision -
Decision Reference DRN-4939067
22 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4939067 The complaint Mr W is unhappy Wise Payments Limited will not refund the money he lost to an investment scam. Mr W brought his complaint through a representative, for ease of reading I will refer solely to Mr W in this decision. What happened As both parties are familiar with... (4 pages)View decision -
Decision Reference DRN-5221631
22 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5221631 The complaint Mr J complains that Barclays Bank UK PLC (Barclays), trading as Barclaycard, cancelled his credit card in error while he was abroad. What happened In May 2024 Barclays blocked Mr J’s card and issued a replacement card to his home address when all they should ha... (2 pages)View decision -
Decision Reference DRN-5157206
22 Jan 2025 Dentists' Provident Society Limited Not upheldInsuranceDRN-5157206 The complaint Mr A is unhappy with the way Dentists’ Provident Society Limited (‘the Society’) has handled a claim made under his income protection policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (4 pages)View decision -
Decision Reference DRN-5199644
22 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5199644 The complaint Mr T complains about the service he received from Lloyds Bank PLC (“Lloyds”) when it applied a block to his account following an attempt to make a payment of £940 to a friend. He is unhappy Lloyds requested he go through security checks and asked him to attend ... (3 pages)View decision
