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 366350 results
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Decision Reference DRN-5236051
24 Jan 2025 Wakam Not upheldInsuranceDRN-5236051 The complaint Mr C and Ms R are unhappy Wakam turned down a claim they made on their wedding insurance policy. Although the policy is in joint names as the complaint has been largely brought by Ms R I’ll refer to her in this decision. All references to Wakam include its agen... (3 pages)View decision -
Decision Reference DRN-5246872
24 Jan 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5246872 The complaint Mrs M complains Paragon Bank Plc didn’t give her the option of funding a new fixed term deposit account straightaway and then ignored her instructions resulting in a loss of interest and inconvenience. What happened Mrs M had a fixed deposit with Paragon Bank t... (2 pages)View decision -
Decision Reference DRN-4767644
24 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4767644 The complaint Mr N complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund all the money he lost when he was the victim of a scam. What happened In May 2023, Mr N received a text message which appeared to be from Virgin Money saying a new standing order ha... (5 pages)View decision -
Decision Reference DRN-5284116
24 Jan 2025 Dentons Pension Management Limited Not upheldPensions and AnnuitiesDRN-5284116 The complaint Miss C’s complaint concerns a transfer to a self-invested personal pension (SIPP) provided by Dentons Pension Services (Dentons), and the investment made following that transfer. Miss C is represented by a Claims Management Compan... (10 pages)View decision -
Decision Reference DRN-4961733
24 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4961733 The complaint Mrs P complains Royal & Sun Alliance Insurance Limited (RSA) unfairly declined her home insurance claim. RSA’s been represented at points by an agent for the claim. For simplicity I’ve referred to the agent’s actions as being RSA’s own. What happened In O... (5 pages)View decision -
Decision Reference DRN-5072224
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5072224 The complaint A company, which I will refer to as M, complains that HSBC UK Bank Plc failed to pay cashback of £5,000 as promised. What happened I set out what happened below: In August 2023, M’s directors discussed M’s borrowing requirements with HSBC’s Relationship Man... (6 pages)View decision -
Decision Reference DRN-4652430
24 Jan 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4652430 The complaint Mr M has complained about the way Creation Consumer Finance Ltd (‘Creation’) dealt with a claim he’d raised in relation to goods and services financed by a fixed sum loan agreement. What happened The circumstances of the complaint are well known, so I’m not go... (3 pages)View decision -
Decision Reference DRN-4921649
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4921649 The complaint A company, which I’ll refer to as R, complains that Lloyds Bank PLC treated it unfairly in relation to the granting of an overdraft facility and its associated terms. R is in liquidation. This complaint has been referred to us by Mr R, a former director of R, ... (4 pages)View decision -
Decision Reference DRN-4942142
24 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4942142 The complaint Mr A has complained about the way Ikano Bank AB (publ) (“Ikano”) responded to claims he’d made under section 75 of the Consumer Credit Act 1974 (“the CCA”), and an alleged unfair relationship taking into account section 140A (“s.140A”) of the CCA. Mr A has bee... (4 pages)View decision -
Decision Reference DRN-5137844
24 Jan 2025 Barclays Bank UK PLC Not upheldInsuranceDRN-5137844 The complaint Mr and Mrs C complain about the way that Barclays Bank UK PLC administered a Travel Pack Plus. They believe that Barclays has caused them to lose out on the cover they had for pre-existing medical conditions. What happened The background to this complaint is we... (4 pages)View decision
