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-4807132
20 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4807132 The complaint Mr F complains Starling Bank Limited (“Starling”) restricted and closed his account without explanation, and without due regard to his acute mental health conditions. Mr F wants Starling to pay him substantive compensation for the distress and inconvenience it cau... (3 pages)View decision -
Decision Reference DRN-4710567
20 May 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4710567 The complaint Mr J has complained that Phoenix Life Limited (‘Phoenix’) will not backdate his pension benefits to October 2020. Mr J has stated that the Covid-19 pandemic and the lack of available financial advice at this time meant he could not claim his pension in 2020 when h... (3 pages)View decision -
Decision Reference DRN-4563125
20 May 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4563125 The complaint This complaint is brought by Mrs W in her capacity as Administrator of the estate of her late mother, Mrs M. It is about a Shared Appreciation Mortgage (SAM) taken out in 1998 by Mr and Mrs M through Barclays Bank UK PLC. Mrs W says that her long-held assumption w... (4 pages)View decision -
Decision Reference DRN-4806023
20 May 2024 National House-Building Council UpheldInsuranceDRN-4806023 The complaint Mr W complains about National House-Building Council’s (NHBC) handling of a claim made under his Buildmark policy. What happened The subject of this complaint is an estate comprised of multiple blocks and apartments. Mr W is the leaseholder of one of the apartment... (5 pages)View decision -
Decision Reference DRN-4573021
20 May 2024 Close Brothers Limited UpheldConsumer CreditDRN-4573021 The complaint Mr H complains about a car supplied on finance by Close Brothers Limited trading as Close Brothers Motor Finance (‘CB’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my in... (4 pages)View decision -
Decision Reference DRN-4806295
20 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4806295 The complaint Miss K complains that Aviva Insurance Limited hasn’t accepted her claim for subsidence damage under her buildings insurance policy. Any reference to Aviva includes the actions of its agents. What happened In November 2021, Miss K took out buildings insurance cover... (5 pages)View decision -
Decision Reference DRN-4805137
20 May 2024 HDI Global Specialty SE UpheldInsuranceDRN-4805137 The complaint Mr G’s complaint is about the handling and refusal of a claim under his home emergency insurance policy with HDI Global Specialty SE. HDI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal... (7 pages)View decision -
Decision Reference DRN-4575646
20 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4575646 The complaint Mr L complains on behalf of his business, R, that Barclays Bank UK PLC has not provided copies of past correspondence, details of bank mandates, and some older bank statements that he has requested via a subject access request. What happened Mr L said that in July... (3 pages)View decision -
Decision Reference DRN-4779199
20 May 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4779199 The complaint Mrs F complains about the way that Tandem Personal Loans Ltd treated her. What happened In October 2022, Mrs F contacted Tandem about her loan to say she was struggling to keep up with her repayments. Tandem agreed to a reduced repayment plan but Mrs F was unhappy... (2 pages)View decision -
Decision Reference DRN-4806716
20 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4806716 The complaint Mr K complains that Barclays Bank PLC blocked his current and savings accounts for over two months without explaining why. This caused him significant distress and inconvenience, as well as putting him into financial difficulties. What happened Mr K has a current ... (2 pages)View decision
