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-4587125
30 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4587125 The complaint Mr and Mrs O complain that U K Insurance Limited (UKI) hasn’t settled a cancellation claim they made on a travel insurance policy. As Mr O brought the complaint to us, for ease, I’ve referred mainly to him. What happened The circumstances of this complaint are wel... (6 pages)View decision -
Decision Reference DRN-4538263
30 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4538263 The complaint Mr & Mrs C complain that Bank of Scotland plc trading as Halifax haven’t helped them in the recovery of money lost to a scam. What happened The background to this complaint is well-known to all parties. So I’ll summarise the key events here, rather than giving... (2 pages)View decision -
Decision Reference DRN-4519766
30 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4519766 The complaint Mr S is unhappy with Bank of Scotland plc trading as Halifax. Mr S was looking to close and transfer an ISA to another bank. But Mr S said the wrong ISA was transferred leaving him with less financial protection and penalty interest fees. Mr S wants the penalty in... (2 pages)View decision -
Decision Reference DRN-4572338
30 Jan 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4572338 The complaint Mr and Mrs A’s complaint is about their mortgage account with Bank of Scotland PLC trading as Halifax. Mr and Mrs A say that they were given incorrect information about the amount they’d be required to pay once their two-month mortgage payment holiday came to an e... (3 pages)View decision -
Decision Reference DRN-4532952
30 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4532952 The complaint Mr K has complained that Barclays Bank UK PLC won’t refund transactions he says he didn’t make or otherwise authorise. What happened In spring 2023, a series of card transactions were made from Mr K’s Barclays account to a social media platform over the course of ... (4 pages)View decision -
Decision Reference DRN-4590362
30 Jan 2024 Hubener Versicherungs AG UpheldInsuranceDRN-4590362 The complaint A, a restaurant business, complains that Hubener Versicherungs AG (Hubener) declined a claim made under its commercial insurance policy. Where I’ve referred to Hubener, this also includes any actions or communication by agents acting on their behalf. What happened... (5 pages)View decision -
Decision Reference DRN-4374194
30 Jan 2024 Skyline Direct Limited UpheldConsumer CreditDRN-4374194 The complaint Miss W, who is represented by a third party, has complained to us about home credit borrowing she took out with Skyline Direct Limited (“Skyline”) between May 2019 and August 2020. What happened Miss W, who is represented by a third party, complains that the loans... (3 pages)View decision -
Decision Reference DRN-4568744
30 Jan 2024 Phoenix Group Management Services Limited Not upheldMortgagesDRN-4568744 The complaint This complaint is about an equity release lifetime mortgage taken out by Mr R in 2004, with a lender I’ll call N. N stopped trading in 2008 and following a succession of transfers between lenders, responsibility for the operation of the mortgage currently vests wi... (3 pages)View decision -
Decision Reference DRN-4580659
30 Jan 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4580659 The complaint Mr B complains about the advice True Potential Wealth Management LLP (‘True Potential’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice might not have... (5 pages)View decision -
Decision Reference DRN-4301506
30 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4301506 The complaint W – a company – has complained that The National Farmers’ Union Mutual Insurance Society Limited (NFU) declined its claim for storm damage to one of its buildings, and/or that it mis-sold the policy. What happened W made a claim when the roof of one of its buildi... (4 pages)View decision
