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 364422 results
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Decision Reference DRN-5158530
12 Dec 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5158530 The complaint Mr S is unhappy with the way Red Sands Insurance Company (Europe) Limited handled a claim made under a travel insurance policy (‘the policy’). What happened At the end of July 2023, Mr S cancelled a pre-booked holiday (which he’d fully paid for) because he was... (4 pages)View decision -
Decision Reference DRN-4962976
12 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4962976 The complaint Mr T complains that Barclays Bank UK PLC (“Barclays”) won’t refund in full money he lost when he fell victim to an investment scam. Mr T is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known ... (3 pages)View decision -
Decision Reference DRN-5208272
12 Dec 2024 Lendable Ltd UpheldConsumer CreditDRN-5208272 The complaint CX complains about several matters involving Lendable Ltd. Their main complaint is that Lendable has failed to make a reasonable adjustment for a visual impairment they have. In line with the complainant’s request, I will refer to the complainant as ‘they’ ‘th... (3 pages)View decision -
Decision Reference DRN-4865193
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4865193 The complaint Mr W complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent the loss he suffered when he sent payments to one of their customer’s accounts as the result of a scam. What happened The detailed background to this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-5120511
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5120511 The complaint Ms H complains about a failed cash withdrawal from her account with HSBC UK Bank Plc (HSBC) at an ATM at another bank. What happened On 12 August 2024 at 11.14am, Ms H visited a branch of another bank to make a cash withdrawal of £210 from her HSBC account, usi... (3 pages)View decision -
Decision Reference DRN-5102412
12 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5102412 The complaint Miss L has complained that Revolut Ltd (“Revolut”) failed to protect her from a “safe account” impersonation scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key poi... (4 pages)View decision -
Decision Reference DRN-5062795
12 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5062795 The complaint Mr H complains Barclays Bank UK PLC, trading as Barclaycard, closed his credit card account with immediate effect and without providing the contractual two months’ notice. Mr H says this has caused him the loss of an essential financial service, worry about his... (3 pages)View decision -
Decision Reference DRN-4884163
12 Dec 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4884163 The complaint Mr W and Ms W complain about the interest Scottish Widows Limited applied to the proceeds of a matured endowment policy which they didn’t immediately claim. What happened Mr and Mrs W had an endowment policy which they’d taken out to cover part of their mortgag... (3 pages)View decision -
Decision Reference DRN-5115402
12 Dec 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5115402 The complaint Mr and Mrs R complain about AA Underwriting Insurance Company Limited’s decision to decline their home insurance claim. What happened Mr and Mrs R made a claim in April 2024, for storm damage to their roof. They said hip tiles were dislodged following a storm. ... (3 pages)View decision -
Decision Reference DRN-5207353
12 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5207353 The complaint Mr and Mrs W complain that esure Insurance Limited (“esure”) unfairly declined their claim for damage to windows caused by a storm, under their home buildings insurance policy. What happened Mr and Mrs W’s roof and windows were damaged during a storm on 20 Oct... (4 pages)View decision
