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 118606 results
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Decision Reference DRN-4513871
27 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4513871 The complaint A charity which I’ll call ‘C’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on C’s behalf by one of their trustees, Mr K. He is represented by Mr P, so for ease, I’ll refer to Mr P throughout ... (3 pages)View decision -
Decision Reference DRN-4606411
27 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4606411 The complaint The estate of Mr W complains that Barclays Bank UK PLC (Barclays) made several errors in dealing with the estate. What happened The estate of the late Mr W is represented by Mr W’s daughter, Ms W – I will refer to her here. Mr W sadly died on 17 May 2022. Grant of... (4 pages)View decision -
Decision Reference DRN-4648758
27 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4648758 The complaint Mrs W has a self-invested personal pension (SIPP) with Options UK Personal Pension LLP (formerly Carey Pension UK LLP) (“Options”). Mrs W’s complaint is that Options should not have allowed an investment that was made in her SIPP. What happened Mrs W is represent... (32 pages)View decision -
Decision Reference DRN-4600476
27 Feb 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4600476 The complaint Mr S complains Great Lakes Insurance UK Limited (Great Lakes) made an unfair settlement offer after he made a claim on his home insurance policy. Great Lakes are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the i... (3 pages)View decision -
Decision Reference DRN-4602537
27 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4602537 The complaint Miss R has complained about how esure Insurance Limited (esure) dealt with a claim under a home insurance policy. References to esure include companies and contractors acting on its behalf. What happened Miss R made a claim when water entered her property. esure a... (3 pages)View decision -
Decision Reference DRN-4566333
27 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4566333 The complaint Mrs H complains about how Admiral Insurance (Gibraltar) Limited (“Admiral) dealt with a claim she made on her car insurance policy. What happened Mrs H had motor car insurance with Admiral which started in May 2022. In December 2022 Mrs H’s car was set... (3 pages)View decision -
Decision Reference DRN-4644215
27 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4644215 The complaint Mr H complains about the conduct of London & Colonial Services Limited (‘L&C’) in relation to his Self Invested Personal Pension (‘SIPP’). Mr H complains this has resulted in him suffering a substantial loss to his pension funds. Mr H is being represented ... (47 pages)View decision -
Decision Reference DRN-4646936
27 Feb 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4646936 Complaint Miss B says Frasers Group Financial Services Limited (trading as “Studio”) irresponsibly provided her with a catalogue shopping account which it then unfairly increased the credit limit on. Background This complaint is about a catalogue shopping account Studio initial... (3 pages)View decision -
Decision Reference DRN-4647197
27 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4647197 The complaint Miss G has complained about the way Advantage Insurance Company Limited handled her claim under her car insurance policy. Reference to Advantage includes its agents. What happened The background to this complaint is well known to Miss G and Advantage. In my decis... (2 pages)View decision -
Decision Reference DRN-4377406
27 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4377406 The complaint Mrs B says National Westminster Bank Plc unfairly refused to refund transactions she reported as fraudulent on her account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the... (3 pages)View decision
