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-5009903
28 Feb 2025 Zurich Insurance PLC UpheldInsuranceDRN-5009903 The complaint Ms K complains that Zurich Insurance PLC has treated her unfairly following an escape of water claim at her property. What happened The background of this complaint and timeline of what has happened is well known to both sides, so I’ve not set this out again. M... (6 pages)View decision -
Decision Reference DRN-5363317
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5363317 The complaint Mr S is unhappy about Barclays Bank UK PLC decision to close his account and register two fraud markers against his name. What happened Mr S held an account with Barclays. In January 2023, Barclays carried out a review on the account and asked Mr S for some fur... (3 pages)View decision -
Decision Reference DRN-5337102
28 Feb 2025 MS Amlin Insurance SE UpheldInsuranceDRN-5337102 The complaint A limited company, which I will refer to as H, complains about the handling and settlement of its commercial property insurance claim by MS Amlin Insurance SE. What happened Both parties are aware of the circumstances of this complaint, so the following is inte... (8 pages)View decision -
Decision Reference DRN-5347133
28 Feb 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5347133 The complaint Ms L complains that CA AUTO FINANCE UK LTD (“CA”) entered into a Personal Contract Purchase agreement (PCP) with her without carrying out an affordability assessment. What happened In June 2023, CA supplied Ms L with a used car through a PCP agreement. The pri... (3 pages)View decision -
Decision Reference DRN-5112278
28 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5112278 The complaint Mr and Mrs B complain that Bank of Scotland plc has treated them unfairly in relation to the term of their mortgage ending. They specifically say that they’ve been charged an unfair rate of interest on their mortgage since their fixed rate deal ended in 2016 an... (5 pages)View decision -
Decision Reference DRN-5158419
28 Feb 2025 Manning & Company (South West) Ltd UpheldPensions and AnnuitiesDRN-5158419 The complaint Mr W has complained about the advice he received from Manning & Company (South West) Ltd to switch benefits held under three existing pension policies into a personal pension in 2012. What happened Mr W met an adviser from Manning in 2012 and it was record... (7 pages)View decision -
Decision Reference DRN-5307872
28 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5307872 The complaint Mr I complains he was unable to make a payment from his Nationwide Building Society (‘Nationwide’) account and about the service he received in connection with this. What happened Mr I called Nationwide and asked to pay £900 from his Nationwide account to anot... (3 pages)View decision -
Decision Reference DRN-5363151
28 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5363151 The complaint Miss P is unhappy that Santander UK Plc (“Santander”) won't refund her after she fell victim to a safe account scam. What happened I’m not going to cover all the points raised in detail. The view of 25 October 2024 covered the details of Miss P’s testimon... (9 pages)View decision -
Decision Reference DRN-5242644
28 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5242644 The complaint Mr B is unhappy Lloyds Bank PLC will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr B fell victim to a job/task scam. He was contacted ... (3 pages)View decision -
Decision Reference DRN-5060507
28 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5060507 The complaint Mr D has complained, with the help of a professional representative, about the transfer of his Aviva Life & Pensions UK Limited (‘Aviva’) personal pensions to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in May 2016. Mr D says the investments m... (9 pages)View decision
