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 360264 results
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Decision Reference DRN-4515317
13 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4515317 The complaint Mr D and Mrs D complain Clydesdale Bank PLC trading as Virgin Money (Virgin) refused to undertake a direct debit indemnity claim as requested. What happened Mr D says he contacted Virgin in September 2023 to request a direct debit indemnity claim for a payment to ... (3 pages)View decision -
Decision Reference DRN-4344689
13 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4344689 The complaint Mrs F says that Bank of Scotland plc trading as Birmingham Midshires gave her misleading information in a call in March 2022. She says that if she’d been given the same information then as she was later given in October 2022 then she would have applied for a new i... (4 pages)View decision -
Decision Reference DRN-4601153
13 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4601153 The complaint Mr L has complained that Barclays Bank UK PLC wouldn’t allow his mortgage application to complete in November 2022 as it said the mortgage offer expired in September 2022. What happened Mr L was a first time buyer and he applied for a mortgage with Barclays throug... (6 pages)View decision -
Decision Reference DRN-4615569
13 Feb 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4615569 The complaint Mr and Mrs C have complained that Legal and General Assurance Society Limited (‘L&G’) cancelled Mr C’s policy and refused to pay his claim. What happened Mr and Mrs C took out income protection insurance policies, underwritten by L&G in 2021. Mr C made a c... (3 pages)View decision -
Decision Reference DRN-4512127
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4512127 The complaint Mrs G complains that Nationwide Building Society (“Nationwide”) failed to inform her a large sum of money had been deposited into her account or provide her with advice about moving it to an interest bearing account. What happened Mrs G holds both a current and sa... (3 pages)View decision -
Decision Reference DRN-4614271
13 Feb 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4614271 The complaint Mr B and Mr W complain that they were given incorrect information by HSBC UK Bank Plc when they tried to apply for a new fixed rate on their mortgage. They believe they’ve paid more interest as a result. They want HSBC to repay this additional interest directly to... (5 pages)View decision -
Decision Reference DRN-4572138
13 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4572138 The complaint Mr H and Ms R have complained about the amount Aviva Insurance Limited has paid for a claim they made on their buildings insurance policy. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. Reference to Aviva includes its agents and r... (7 pages)View decision -
Decision Reference DRN-4617946
13 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4617946 The complaint Ms R complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) irresponsibly gave her a credit card account that she couldn’t afford. What happened In April 2015, Ms R applied for a credit card account with Barclaycard. Ms R was given a £1,000 cre... (2 pages)View decision -
Decision Reference DRN-4345716
13 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4345716 The complaint Mr B complains that Bank of Scotland plc trading as Halifax is holding him liable for payments he says he didn’t authorise. What happened Mr B says he was looking for a loan online, and was contacted by a company who said they could help him find one. He had to pr... (3 pages)View decision -
Decision Reference DRN-4615634
13 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4615634 The complaint Mr H complains that the offer Admiral Insurance (Gibraltar) Limited made to settle his motor insurance claim is too low. What happened Mr H had a fully comprehensive motor insurance policy with Admiral. In April 2023, the vehicle was involved in an accident. Mr H ... (5 pages)View decision
