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-4996579
3 Dec 2024 BUPA Insurance Limited UpheldInsuranceDRN-4996579 The complaint Mr S has complained that he found it challenging to communicate with BUPA Insurance Limited (‘BUPA’) and didn’t receive clear information in response to a simple query which BUPA took too long to answer. What happened Mr S has a group private medical insurance ... (3 pages)View decision -
Decision Reference DRN-5184598
3 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5184598 The complaint Mr S has complained that U K Insurance Limited provided a poor service when Mr S made a claim for repairs under his car insurance policy. What happened Mr S’s car was damaged by a third party and he made a claim for repairs to his insurer, UKI. His car was drivea... (4 pages)View decision -
Decision Reference DRN-4978281
3 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4978281 The complaint Mrs M complains that Revolut Ltd has declined to reimburse payments she made as part of a scam. What happened While Mrs M has a representative in bringing this complaint – for simplicity I’ll refer to Mrs M in relation to comments made by her and on her behalf.... (3 pages)View decision -
Decision Reference DRN-4808721
3 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4808721 The complaint Miss S complains that HSBC UK Bank Plc won’t reimburse her after she fell victim to a scam. What happened Miss S has explained that she was looking for a space to host a party for around 70 people, with space for four to sleep. She found a purported company on ... (4 pages)View decision -
Decision Reference DRN-5133386
3 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5133386 The complaint Mr C complains about how Bank of Scotland plc trading as Halifax treated his application for a payment break. What happened Mr C took out a mortgage with Halifax in October 2021 and contacted Halifax on 25 August 2023 about his financial difficulties. He had ju... (2 pages)View decision -
Decision Reference DRN-5026548
3 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5026548 The complaint Mr M and Mrs M have complained that U K Insurance Limited trading as Direct Line Home (UKI) unfairly declined part of a claim under a home insurance policy. References to UKI include companies acting on its behalf. What happened Mr M and Mrs M contacted UKI t... (3 pages)View decision -
Decision Reference DRN-5007116
3 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5007116 The complaint A charity, which I will refer to as H, complains that Barclays Bank UK Plc closed its bank account without warning. What happened Barclays closed H’s account on 30 October 2023. The bank quickly realised it had made a mistake – it closed the account for non-co... (3 pages)View decision -
Decision Reference DRN-5151014
3 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5151014 The complaint Ms M complains about how Nationwide Building Society dealt with her cancelled international payment request. What happened Ms M says she made an international online payment from her account on 28 August 2024. She says she realised after the payment was made, t... (2 pages)View decision -
Decision Reference DRN-5185156
3 Dec 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5185156 The complaint Miss W complains that Moneybarn No 1 Ltd trading as Moneybarn didn’t sufficiently check she could afford to sustain the repayments for two conditional sale agreements she’d with them. In bringing her complaint Miss W is represented by a third party. For ease of... (5 pages)View decision -
Decision Reference DRN-4853246
3 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4853246 The complaint Mr M complains HSBC UK Bank Plc didn’t provide the service it should have in response to his chargeback claim for a debit card transaction being incorrectly processed in USD. He wants HSBC to apologise, his account to be corrected to reflect the GBP cost of his... (3 pages)View decision
