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 347829 results
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Decision Reference DRN-5047541
27 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5047541 The complaint Mr W is unhappy that Barclays Bank UK PLC have been unable to restore full functionality to their online banking app for him. What happened Mr W recently upgraded his mobile phone, but following the upgrade he found that he was unable to view one of his Barclay... (2 pages)View decision -
Decision Reference DRN-4842933
27 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4842933 Complaint Mr M is unhappy that National Westminster Bank Plc (NatWest) didn’t refund him after he told it he’d fallen victim to a scam. Background In 2022, a friend of Mr M’s told him about an investment opportunity. They had been investing their money with a private individ... (3 pages)View decision -
Decision Reference DRN-5031711
27 Sep 2024 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5031711 The complaint A company, which I will refer to as D, complains about the way Hargreaves Lansdown Asset Management Limited (trading as Hargreaves Lansdown) displays gilt prices on its website, in its valuations, and in other documents. What happened D’s representative told u... (7 pages)View decision -
Decision Reference DRN-4931055
27 Sep 2024 Trinity Lane Insurance Company Limited UpheldInsuranceDRN-4931055 The complaint Ms S complains that Trinity Lane Insurance Company Limited would only pay her a proportionate settlement for the value of her motorhome after it was declared beyond economical repair. She was also unhappy with its delay in settling her claim. She wants it to pa... (3 pages)View decision -
Decision Reference DRN-5047350
27 Sep 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5047350 The complaint Mr D has complained about the management of his investments since he transferred them to St James’s Place Wealth Management Plc (‘SJP’). He says he has tried to withdraw his funds, but management charges are being withheld which he says were not made clear to h... (12 pages)View decision -
Decision Reference DRN-4988757
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4988757 The complaint Mr M complains that Barclays Bank UK PLC provided him with unclear information about a payment plan for his credit card account. He doesn’t agree with the balance on the account. What happened Mr M holds a credit card account with Barclays. In 2016 he set up a ... (3 pages)View decision -
Decision Reference DRN-4914386
27 Sep 2024 Just Retirement Limited UpheldPensions and AnnuitiesDRN-4914386 The complaint Ms W has complained that, due to fraudulent activity on her annuity account with Just Retirement Limited, she’s been paid pension income late and that there is still one pension payment missing. What happened Just Retirement received a call on 20 June 2023 from... (3 pages)View decision -
Decision Reference DRN-5045607
27 Sep 2024 Connells Limited UpheldMortgagesDRN-5045607 The complaint Miss E and Mr F complain that they were given incorrect advice from a broker working under the umbrella of Connells Limited, when they wanted to remortgage. They said they were promised they would be better off financially with a new lender, but they weren’t. W... (6 pages)View decision -
Decision Reference DRN-5042801
27 Sep 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5042801 The complaint Mrs G complains that Prepay Technologies Ltd applied excessive charges to her account. She wants a portion of the charges refunded. What happened Mrs G went on holiday abroad and put currency on a prepaid card to use while she was away. She used the prepaid car... (3 pages)View decision -
Decision Reference DRN-4977554
27 Sep 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-4977554 The complaint Mrs A has complained about the refund amount she received when she asked Sabre Insurance Company Limited to remove a named driver from her car insurance policy. Mr A, one of the named drivers, is representing Mrs A in her complaint. For ease, I will refer to Mr... (3 pages)View decision
