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 361839 results
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Decision Reference DRN-5079108
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5079108 The complaint Mr E complains HSBC UK Bank Plc (“HSBC”) closed his account and applied a fraud marker against him despite informing it that he had been coerced into using his accounts for fraudulent purposes by criminals and the matter was being investigated by the police. Mr... (3 pages)View decision -
Decision Reference DRN-5023898
9 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5023898 The complaint A charity, that I will refer to as K, complains about Aviva Insurance Limited’s decision to decline its commercial property damage insurance claim. K also complains about the handling of this claim. What happened The following is intended only as a brief summar... (4 pages)View decision -
Decision Reference DRN-4947431
9 Dec 2024 International General Insurance Company (UK) Ltd Not upheldInsuranceDRN-4947431 The complaint Mr D and Mrs D are unhappy International General Insurance Company (UK) Ltd (IGIC) declined a claim made under their building warranty. Any references to IGIC include their agents. What happened In November 2021, Mr D and Mrs D purchased a new build property ... (3 pages)View decision -
Decision Reference DRN-5197695
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5197695 The complaint Mr A and Mrs A complain that HSBC UK Bank Plc (“HSBC”) hasn’t credited money to their joint account sent from an account Mr A holds with a third-party payment institution. Mr A brings the complaint in the main, so I’ll refer only to Mr A and not Mrs A througho... (2 pages)View decision -
Decision Reference DRN-5152985
9 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5152985 The complaint B complain Wise Payments Limited (“Wise”) closed their account without notice nor explanation. B say Wise’s actions have caused them substantive financial loss, reputational damage, and inconvenience. What happened This decision only deals with Wise closing B’s... (3 pages)View decision -
Decision Reference DRN-5197371
9 Dec 2024 Rightcard Payment Services Limited Not upheldBanking and PaymentsDRN-5197371 The complaint Mr A complains that Rightcard Payment Services Limited trading as Lemfi (“Lemfi”) has misappropriated funds from him. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, it’s my und... (2 pages)View decision -
Decision Reference DRN-5150518
9 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5150518 The complaint Ms T complains Wise Payments Limited (“Wise”) closed her account without notice nor explanation. Ms T says Wise’s actions have caused her substantive financial loss, distress, and inconvenience. What happened This decision only deals with Wise closing Ms T’s pe... (3 pages)View decision -
Decision Reference DRN-5143021
9 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5143021 The complaint Mrs W complains that Lloyds Bank PLC delayed the transfer of her late husband’s ISA allowances to her as an Additional Permitted Subscription (APS). What happened Mrs W’s husband passed away in January 2023 and she is the administrator of his estate. She explai... (2 pages)View decision -
Decision Reference DRN-5073912
9 Dec 2024 St Andrew's Insurance plc UpheldInsuranceDRN-5073912 The complaint Ms B and Mr D have complained St Andrews Insurance Plc (St Andrew’s) have caused unreasonable delays and not completed all repairs after they submitted a claim under their home insurance policy. As Mr D has led this complaint, and for ease, I have referred to h... (3 pages)View decision -
Decision Reference DRN-5197974
9 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5197974 The complaint Ms M complains that she was mis-sold her packaged bank account (PBA) with The Royal Bank of Scotland plc (RBS). The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for... (2 pages)View decision
