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 356013 results
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Decision Reference DRN-4125426
5 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4125426 The complaint Mrs P complains that Aviva Life & Pensions UK Limited unfairly reduced the sum assured on her policy following a review, despite it being guaranteed. What happened In December 1987 Mrs P was advised to take out Flexible Cover Plan with a predecessor firm – ... (4 pages)View decision -
Decision Reference DRN-4994049
5 Sep 2024 Bank of Scotland Plc UpheldMortgagesDRN-4994049 The complaint Mr B complains that he was given incorrect and unclear information by Bank of Scotland plc (trading as Halifax) about a fixed interest rate product. Mr B says he was not given clear information about the deadline to withdraw from the product without paying an e... (5 pages)View decision -
Decision Reference DRN-4994260
5 Sep 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4994260 The complaint Mr T complains that Vanquis Bank Limited acted irresponsibly in its lending to him. Mr T is represented by a third party but for ease of reference I have referred to Mr T throughout this decision. What happened Mr T was provided with a Vanquis credit card in Ap... (3 pages)View decision -
Decision Reference DRN-4431749
5 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4431749 The complaint Mr W complains that Barclays Bank UK Plc (“Barclays”) closed his accounts without notice and that it was unable to provide him sufficient information when he contacted it about this. What happened On 13 May 2023 Mr W discovered there were restrictions in place... (7 pages)View decision -
Decision Reference DRN-5004595
5 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5004595 The complaint Mr J complains that Reds Sands Insurance Company (Europe) Limited (Red Sands) has unfairly turned down part of his claim on his pet insurance policy because it exceeds the policy limit. What happened During a routine appointment, Mr J’s vet found his dog had a... (4 pages)View decision -
Decision Reference DRN-5004582
5 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5004582 The complaint Mr T complains on behalf of his business, T that HSBC UK Bank Plc regularly held up T’s payments from its business account for fraud/scam review. He said this damaged his business. What happened I sent the parties a provisional decision in August 2024, in whic... (4 pages)View decision -
Decision Reference DRN-4689686
5 Sep 2024 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-4689686 The complaint Miss H complains Frasers Group Financial Services Limited trading as Studio haven’t explained why her catalogue shopping account balance has increased when it shouldn’t have. What happened Miss H contacted Studio to ask why her outstanding balance had increase... (2 pages)View decision -
Decision Reference DRN-4825022
5 Sep 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4825022 The complaint Mr R complains that Zopa Bank Limited (Zopa) defaulted his loan. What happened Mr R took a personal loan for £6,000 from Zopa. It was drawn down in June 2023 and repayments were £317 per month – 24 payments were due to be made. The first three payments were mad... (4 pages)View decision -
Decision Reference DRN-4948103
5 Sep 2024 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-4948103 The complaint Mr M complains about administration fees charged by Dentons Pension Management Limited on his Self-Invested Personal Pension (SIPP). He says the fees charged are unfair and unjustified because his SIPP has effectively been frozen due to the liquidation of the W... (10 pages)View decision -
Decision Reference DRN-4784392
5 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4784392 The complaint Mrs S complains about poor customer service from Santander UK Plc when she tried to make a large payment from her account in January 2024. Specifically, she is unhappy that she was told to use voice security when previously told this would not be required. Wha... (3 pages)View decision
