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 364862 results
-
Decision Reference DRN-4701329
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4701329 The complaint Mr T is unhappy with how HSBC UK Bank Plc trading as first direct (‘HSBC’) handled a claim under the chargeback scheme. What happened Around May 2023 Mr T was in discussions with a dental clinic, who I’ll refer to as ‘K’, about various potential dental treatme... (3 pages)View decision -
Decision Reference DRN-5205976
17 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5205976 The complaint Mr L has complained through his loss assessor that Lloyds Bank General Insurance Limited unfairly declined a claim under his home insurance policy. What happened Mr L was told by his local water company that there was an external leak on his water supply pipe.... (2 pages)View decision -
Decision Reference DRN-5236460
17 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5236460 The complaint Ms E complains that Domestic & General Insurance Plc (“D&G”) wouldn’t agree to refund premiums she’d paid for her appliance insurance policy following the replacement of her washing machine. What happened Ms E had an appliance insurance policy with D&am... (3 pages)View decision -
Decision Reference DRN-5205722
17 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5205722 The complaint Ms F and Mr J are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their claim under their buildings and contents insurance policy. The policy was held in joint names. For ease of reading, I’ll mainly refer to Mr J throughout my d... (4 pages)View decision -
Decision Reference DRN-5268090
17 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5268090 The complaint Mr J complains that Royal & Sun Alliance Insurance Limited (“RSA”) has delayed his buildings insurance claim after our service issued a final decision. This complaint involves the actions of agents for whom RSA is responsible. Any reference to RSA includes... (3 pages)View decision -
Decision Reference DRN-4917982
17 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4917982 The complaint A company, which I will refer to as R, complains that Barclays Bank UK Plc closed its bank account without notification – leading to payments intended for R going astray. What happened R’s directors told us: R had a bank account with Barclays since 2000. ... (3 pages)View decision -
Decision Reference DRN-5151422
17 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5151422 The complaint Mr J complains that NewDay Ltd trading as Pulse irresponsibly lent to him. Mr J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr J him... (3 pages)View decision -
Decision Reference DRN-5186587
17 Jan 2025 SEIB INSURANCE BROKERS LIMITED Not upheldInsuranceDRN-5186587 The complaint Miss S complains that SEIB INSURANCE BROKERS LIMITED, failed to follow her instructions when it cancelled her pet insurance policy. Miss S asked it to keep this in place after her horse passed away as she intended to make a claim with the legal cover insurance ... (3 pages)View decision -
Decision Reference DRN-5225126
17 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5225126 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr A was provided with a Virgin Money credit card in October 2022. The credit limit was £2,400 and hasn’t been increased. Mr A said that Virgi... (4 pages)View decision -
Decision Reference DRN-4896603
17 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4896603 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. Wh... (3 pages)View decision
