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 354447 results
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Decision Reference DRN-5182000
17 Dec 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5182000 The complaint Mrs B complains that Great Lakes Insurance UK Limited declined a claim in her home insurance. What happened Mrs B had a Great Lakes home insurance policy. In January 2024, Storm Isha caused considerable damage to her garden. She reported this to Great Lakes and... (3 pages)View decision -
Decision Reference DRN-5111115
17 Dec 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5111115 The complaint Mr and Mrs T complain that Barclays Bank PLC (“Barclays”) is chasing them for a mortgage debt they were previously told had been repaid. What happened Mrs T says she and Mr T had a mortgage (I’ll refer to that as the “first mortgage”) with Barclays in relation ... (3 pages)View decision -
Decision Reference DRN-5154515
17 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5154515 The complaint The complaint is brought on behalf of “G” - a business. As the complaint has been handled by Mr G I will refer to him for ease throughout this decision. Mr G is unhappy with Barclays Bank UK Plc. He said the online banking service hasn’t been working properly.... (3 pages)View decision -
Decision Reference DRN-5136739
17 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5136739 The complaint Mr M complains that Lloyds Bank PLC told him he would be paid £200 in response to his complaint but has only paid him £30. He wants the £200 he was told he would be paid. What happened Mr M had a graduate account with Lloyds Bank which had a free overdraft faci... (2 pages)View decision -
Decision Reference DRN-5177302
17 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5177302 The complaint A limited company, which I’ll refer to as H, complains that The Royal Bank of Scotland Plc unfairly declined its request to extend the term of its Coronavirus Business Interruption Loan (“CBIL”). What happened In August 2020, H successfully applied for a £180,0... (7 pages)View decision -
Decision Reference DRN-5142770
17 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5142770 The complaint Mr B complains about West Bay Insurance Plc’s response to damage to his vehicle. Mr B’s been represented for the complaint. For simplicity I’ve referred to the representative’s actions as being Mr B’s own. What happened In November 2023 Mr B’s vehicle was dam... (2 pages)View decision -
Decision Reference DRN-5218587
17 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5218587 The complaint Mr M and Mrs M complain that Barclays Bank UK PLC blocked their account while on holiday abroad. They’d like compensation and expenses for the stress and worry caused, and the cost of phone calls made. What happened Mr M and Mrs M have an account with Barclays.... (5 pages)View decision -
Decision Reference DRN-3965780
17 Dec 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3965780 The complaint Mr S complains, through a representative, that in 2011, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (37 pages)View decision -
Decision Reference DRN-5167091
17 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5167091 The complaint Mr T complains about his credit card from HSBC UK Bank Plc (HSBC) What happened Mr T had a retailer card (which I will call firm A) which scheme was managed and run by HSBC. In June 2022, firm A’s credit card was transferred to a new owner. Mr T was sent five p... (4 pages)View decision -
Decision Reference DRN-5105490
17 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5105490 The complaint Ms W complains Royal & Sun Alliance Limited’s poor handling of her landlord insurance claim caused her a financial loss. What happened In July 2023 Ms W made an escape of water claim against her RSA landlord insurance policy. A leak had resulted in damage ... (4 pages)View decision
