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 357004 results
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Decision Reference DRN-4758299
23 May 2024 Topaz Finance Limited Not upheldMortgagesDRN-4758299 The complaint Mrs R’s complaint is about a mortgage she has with Topaz Finance Limited trading as Hyalite Mortgages. She has complained that she has been charged the wrong interest rate on her mortgage and further advance throughout the term. She believes this means that the le... (4 pages)View decision -
Decision Reference DRN-4725475
23 May 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4725475 The complaint Mrs H is unhappy that Accredited Insurance (Europe) Ltd (AIL) declined her storm damage claim. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. Mrs H made a claim under her ... (3 pages)View decision -
Decision Reference DRN-4805404
23 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4805404 The complaint Mr W is unhappy National Westminster Bank Plc (“NatWest”) won’t refund the money he lost as a result of a third-party scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in su... (4 pages)View decision -
Decision Reference DRN-4813490
23 May 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4813490 The complaint Mr B complains that Starling Bank Limited won’t refund money he lost when he was the victim of a scam. Mr B is being represented by his father, but for ease, I’ll refer to Mr B throughout this decision. What happened The background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-4814501
23 May 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4814501 The complaint Mx O complained that Aviva Life & Pensions UK Limited hadn’t done what they ought to have done, when they came to take pension benefits. What happened Mx O originally contacted Aviva as they wanted to access their pension on the grounds of ill- health. They or... (5 pages)View decision -
Decision Reference DRN-4813749
23 May 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4813749 The complaint Ms C is represented. She says an Appointed Representative (‘AR’) of Sesame Limited (‘SL’) gave her unsuitable advice to transfer two Co-Operative Group (‘Co-Op’) Personal Pensions (‘PPs’) into a Self-Invested Personal Pension (‘SIPP’) provided by London and Coloni... (11 pages)View decision -
Decision Reference DRN-4718182
23 May 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4718182 The complaint Ms E complains that PrePay Technologies Limited (trading as ‘Monese’) provided inadequate information about top-up fees. To keep things simpler, I will mainly refer to Monese in my decision. What happened When Ms E made two top-ups on her Monese account, she was s... (4 pages)View decision -
Decision Reference DRN-4726825
23 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4726825 The complaint Ms M complains that Barclays Bank UK PLC trading as Barclaycard recorded incorrect information on her credit file and hasn’t provided her with the service it should have. What happened Ms M said that information on her credit file from one provider showed her Barc... (4 pages)View decision -
Decision Reference DRN-4468855
23 May 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4468855 The complaint Mr S complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (the “CCA”) and ... (7 pages)View decision -
Decision Reference DRN-4761344
23 May 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4761344 The complaint Mr and Mrs W’s complaint comes about from a mortgage endowment policy they have with Scottish Widows Limited trading as Clerical Medical. They believe that it was mis-sold and Scottish Widows failed to fulfil its obligations to them because: of the very poor perf... (5 pages)View decision
