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 352408 results
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Decision Reference DRN-4425451
8 Mar 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4425451 The complaint Mr and Mrs S complain that Lloyds Bank PLC (Lloyds) has lost the title deeds to their property. What happened Mr and Mrs S say that they took out a mortgage with Cheltenham and Gloucester (C&G – now a subsidiary of Lloyds) in 1983 and the original title deeds ... (3 pages)View decision -
Decision Reference DRN-4353466
8 Mar 2024 Society of Lloyd's UpheldInsuranceDRN-4353466 The complaint Ms M complains about the way Society of Lloyd’s (“Lloyd’s”) has handled a subsidence claim made on her buildings insurance policy. Any reference to Lloyd’s and Ms M includes the actions of their respective agents and representatives. What happened The circumstance... (4 pages)View decision -
Decision Reference DRN-4256482
8 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4256482 The complaint Ms W complains that Revolut Ltd (“Revolut”) has failed to refund over £25,000 she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the r... (2 pages)View decision -
Decision Reference DRN-4519365
8 Mar 2024 Schroder Unit Trusts Limited Not upheldInvestmentsDRN-4519365 The complaint Mr H has expressed dissatisfaction with Schroder Unit Trusts Limited’s response to a change of address request. Mr H has complained of suffering stress, annoyance, upset and inconvenience – as well as wasted time including that taken to complain. Background Mr H w... (2 pages)View decision -
Decision Reference DRN-4671116
8 Mar 2024 Bank of Scotland Plc UpheldMortgagesDRN-4671116 The complaint Mr and Mrs D complain that Bank of Scotland plc trading as Halifax said no ERC would apply if they redeemed the mortgage in the last few days of the fixed interest rate period. But it charged the ERC. Halifax later said the mortgage hadn’t been redeemed, when it h... (4 pages)View decision -
Decision Reference DRN-4651433
8 Mar 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4651433 The complaint Mr M complains that Aviva Life & Pensions UK Limited (‘Aviva’) treated him unfairly in the way that it reversed an ad hoc pension withdrawal for him. He explains that Aviva took too long to apply the reversal and to explain that it had been done. And he says t... (6 pages)View decision -
Decision Reference DRN-4602773
8 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4602773 The complaint Mrs H and Mr H told us that after they made a claim on Mrs H’s motor insurance policy with Admiral Insurance (Gibraltar) Limited it took far too long for their car to be repaired and that the general service they received was poor. What happened Mrs H and Mr H ini... (4 pages)View decision -
Decision Reference DRN-4630281
8 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4630281 The complaint Mr D is unhappy that HSBC UK Bank Plc won’t send him historical account statements from 2009 through 2012. What happened Mr D visited a HSBC branch to request copies of his account statements from 2009 to 2012. HSBC’s branch staff said they couldn’t access his acc... (2 pages)View decision -
Decision Reference DRN-4670623
8 Mar 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4670623 The complaint Mr M complains that Barclays Bank UK PLC provided him with a loan that was unaffordable. What happened I previously issued my provisional decision on this case. That’s because I intended to come to a different outcome to the Investigator, so I wanted to give both ... (4 pages)View decision -
Decision Reference DRN-4646883
8 Mar 2024 Esure Services Limited UpheldInsuranceDRN-4646883 The complaint Mr A complains about how esure Services Limited trading as Sheila’s Wheels (“esure”) handled a claim under his car insurance policy. What happened In June 2023 Mr A was involved in a collision and damaged his car. He reported this to esure and made a claim. esure ... (2 pages)View decision
