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 359539 results
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Decision Reference DRN-4544544
28 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4544544 The complaint Mr O complains that Barclays Bank UK PLC (‘Barclays’) unfairly closed his bank account. He wants Barclays to reopen his account. What happened Mr O had a bank account provided by Barclays. He also had a joint account with his wife, but this decision relates only t... (3 pages)View decision -
Decision Reference DRN-4878903
28 Jun 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4878903 The complaint Mrs J has complained that The Royal London Mutual Insurance Society Limited (‘Royal London’) will not allow her to access the benefits from her section 32 policy held with them in the way she would like. Mrs J would like to take the policy proceeds as a single lum... (3 pages)View decision -
Decision Reference DRN-4876689
28 Jun 2024 Bank of Scotland Plc UpheldMortgagesDRN-4876689 The complaint Mr and Mrs F complain that they asked Bank of Scotland plc trading as Halifax for a payment holiday, during a time of financial difficulty. But they said the arrangement they ended up with damaged their credit rating, and left them with a lump sum to repay. What h... (8 pages)View decision -
Decision Reference DRN-4848468
28 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4848468 The complaint Mr M has complained about the handling of his motor insurance claim by Admiral Insurance (Gibraltar) Limited. What happened The following is intended only as a brief summary of events. For the sake of simplicity, I have just referred to Admiral, even where other p... (3 pages)View decision -
Decision Reference DRN-4473778
28 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4473778 The complaint Ms R complains that Nationwide Building Society (Nationwide) is refusing to refund her the full amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summ... (3 pages)View decision -
Decision Reference DRN-4759709
28 Jun 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4759709 The complaint Mr W complains that Madison CF UK Limited trading as 118 118 Money registered a hard credit search on his credit file. What happened Mr W says that he saw he was triple check approved for a 118 118 Money loan. He says he struggled to finish the application, so he ... (3 pages)View decision -
Decision Reference DRN-4776268
28 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4776268 The complaint Mr A complains about the settlement payment One Insurance Limited (One Insurance) paid following the total loss of his car, under his motor insurance policy. What happened Mr A was involved in a car accident. His car was written off as a result of the damage that ... (2 pages)View decision -
Decision Reference DRN-4764848
28 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4764848 The complaint Miss W has complained about the settlement offered by esure Insurance Limited when her car was deemed a total loss. What happened On 4 October 2023 Miss W’s car was involved in an accident. The following day esure deemed the car to be a total loss and offered a se... (2 pages)View decision -
Decision Reference DRN-4425380
28 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4425380 The complaint Mr H complains that HSBC UK Bank Plc trading as first direct wouldn’t provide him with information regarding their exchange rates while he was making a transfer. What happened Mr H contacted first direct as he wanted to make a transfer of 77,000 Euros to his sterl... (3 pages)View decision -
Decision Reference DRN-4629676
28 Jun 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4629676 The complaint Mr L’s complaint is about a mortgage he has with Bank of Scotland plc trading as Birmingham Midshires (BoS). He is unhappy that BoS decided to take legal action to repossess his home when, he believed, there was an agreement in place for a negative equity sale. Wh... (3 pages)View decision
