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-4988450
25 Sep 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4988450 The complaint Mr H complains that National Savings and Investments (NS&I) paid money into an account that he didn’t want it to. What happened Mr H made a previous complaint about NS&I that was considered by this service. The decision awarded Mr H £175 compensation, w... (2 pages)View decision -
Decision Reference DRN-5025880
25 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5025880 The complaint Mr D is unhappy with the decision made by Advantage Insurance Company Limited (Advantage) to cancel his car insurance policy. What happened Mr D took out a car insurance policy with Advantage in January 2023. The policy terms and conditions explained ‘We and y... (3 pages)View decision -
Decision Reference DRN-4488531
25 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4488531 The complaint X complains that Lloyds Bank PLC (‘Lloyds’) declined to refund him payments totalling over £12,000 which he says he did not make or otherwise authorise. What happened In January 2022 X engaged with a book publishing firm who were offering advertising deals whic... (3 pages)View decision -
Decision Reference DRN-5041933
25 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5041933 The complaint Mr S complains that Barclays Bank UK PLC did not allow him to extend the term of a buy-to- let mortgage. What happened Mr S has a number of buy-to-let mortgages, including one with Barclays. Mr S planned to extend the term of the mortgages and to arrange new fi... (4 pages)View decision -
Decision Reference DRN-4774963
25 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-4774963 The complaint Mr F has complained that Aviva Insurance Limited unfairly cancelled his motor insurance policy. What happened In October 2022, Mr F took out an Aviva motor insurance policy. It required him to have a telematics box fitted to his car to monitor how it was driven... (5 pages)View decision -
Decision Reference DRN-4998909
25 Sep 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4998909 The complaint Mr W is unhappy with how PayPal UK Ltd has retained his personal information. What happened Mr W had an account with PayPal that was restricted for over ten years. He was unhappy about how long PayPal had kept his data and information and with the fact that he ... (2 pages)View decision -
Decision Reference DRN-3592627
25 Sep 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-3592627 The complaint Mr S has complained, with the help of a professional third party, about a transfer of his personal pension, that he previously held with The Prudential Assurance Company Limited (‘Prudential’), to the 5G Futures Pension Scheme (‘5GFPS’) in March 2013. Mr S says... (7 pages)View decision -
Decision Reference DRN-4902227
25 Sep 2024 BISL Limited Not upheldInsuranceDRN-4902227 The complaint Mr S complains that he was quoted a higher price for a motor insurance policy by BISL Limited (an intermediary) than had been quoted for it on a comparison website. What happened Mr S was quoted £371.51 for the policy on the comparison website to insure a brand... (2 pages)View decision -
Decision Reference DRN-4899191
25 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4899191 The complaint Mr L complains that HSBC UK Bank Plc closed his accounts without good reason and without telling him why it acted as it did. What happened Mr L held five accounts with HSBC – a current account, a savings account, a credit card account, a currency account and a ... (2 pages)View decision -
Decision Reference DRN-4885084
25 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4885084 The complaint Ms N – director of C, a limited company – brings a complaint on its behalf against Revolut Ltd about how it has misleadingly advertised its business account as free, despite charging for certain features. What happened C took out a business account with Revolut... (2 pages)View decision
