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 354447 results
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Decision Reference DRN-5214342
16 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5214342 The complaint A partnership, which I’ll refer to as R, complains that Barclays Bank UK PLC (Barclays) wrongly closed its business account (the Account). Two of the partners, who I’ll refer to as Mr and Mrs P are bringing this complaint on behalf of R What happened The back... (5 pages)View decision -
Decision Reference DRN-5120037
16 Dec 2024 IFG Pensions Limited UpheldPensions and AnnuitiesDRN-5120037 The complaint Ms U complains that IFG Pension Services Limited (‘IFG’) – formerly Sovereign Pension Services (UK) Limited and MW Pensions Limited, but I’ll refer to IFG for ease of reference – shouldn’t have allowed her to invest in its Self-Invested Personal Pension (‘SIPP’... (38 pages)View decision -
Decision Reference DRN-5203510
16 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5203510 The complaint A limited company, that I will refer to as S, complains about the settlement of its commercial motor insurance claim by Admiral Insurance (Gibraltar) Limited. What happened The following is intended only as a brief summary of events. Additionally, even where th... (7 pages)View decision -
Decision Reference DRN-5175232
16 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5175232 The complaint Ms W complains about the service she received from Lloyds Bank PLC (“Lloyds”). In particular, she is unhappy that a regular large donation she makes to charity annually got flagged for an additional security check. What happened Ms W wished to make a large annu... (3 pages)View decision -
Decision Reference DRN-5212180
16 Dec 2024 Topaz Finance Limited UpheldMortgagesDRN-5212180 The complaint Mr and Mrs C complain that Topaz Finance Limited trading as Melanite Mortgages had incurred excessive solicitors’ costs in its dispute with them over unfinished work on their home, then added these costs to their mortgage. What happened Mr and Mrs C asked our s... (5 pages)View decision -
Decision Reference DRN-5190549
16 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5190549 The complaint Mr and Mrs H are unhappy that Ageas Insurance Limited declined a claim on their home insurance policy. Mrs H is a joint policyholder. I’ll mainly refer to Mr H as he referred the complaint to us. This complaint also involves the actions of agents for whom Age... (3 pages)View decision -
Decision Reference DRN-5214435
16 Dec 2024 Dromara & Drumgooland Credit Union Limited UpheldConsumer CreditDRN-5214435 The complaint Mr M complains that Dromara & Drumgooland Credit Union Limited (“the Credit Union”) has unfairly declined his application for a loan. What happened In May 2023, Mr M applied for a £60,000 loan through the Credit Union which was declined. The Credit Union w... (6 pages)View decision -
Decision Reference DRN-5214080
16 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5214080 The complaint A limited company, which I’ll refer to as ‘R’, is unhappy that HSBC UK Bank Plc defaulted its Bounce Back Loan (“BBL”) without prior notice or warning. R’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr J’, What happened In Ju... (5 pages)View decision -
Decision Reference DRN-5126914
16 Dec 2024 Topaz Finance Limited Not upheldMortgagesDRN-5126914 The complaint Mr P is unhappy with how Topaz Finance Limited trading as Rosolite Mortgages (Rosolite) dealt with the repossession of his property. The main issue that Mr P has is that Rosolite, marketed the property as a three-bedroom maisonette when it was in fact a five-be... (5 pages)View decision -
Decision Reference DRN-5156039
16 Dec 2024 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-5156039 The complaint Mrs M complains that Amplifi Capital (UK) Limited trading as My Community Finance (“MCF”) defaulted her account. What happened Mrs M holds a loan agreement with MCF. On 2 December 2023 Mrs M requested a two-month payment break. MCF responded on 14 December 2023... (3 pages)View decision
