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 125400 results
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Decision Reference DRN-4619995
3 Oct 2024 Curve UK Limited UpheldBanking and PaymentsDRN-4619995 The complaint Mr D complains about how Curve UK Limited handled a dispute he raised. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. M... (3 pages)View decision -
Decision Reference DRN-5059644
3 Oct 2024 Oakleafe Group Limited UpheldInsuranceDRN-5059644 The complaint Mr B complains about the service he’s received from Oakleafe Group Limited while assisting him with his home insurance claim. What happened In December 2022, Mr B made a home insurance claim after his property was damaged by an escape of water. In January 2023... (6 pages)View decision -
Decision Reference DRN-5059770
3 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5059770 Complaint Mr P is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In early 2022, Mr P fell victim to an investment scam. He’d been looking for investment opportunities online and found a website advertising the services of a bro... (11 pages)View decision -
Decision Reference DRN-5059620
3 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5059620 Complaint Mr P is unhappy that Revolut Ltd didn’t reimburse him after he fell victim to an investment scam. Background In early 2022, Mr P fell victim to an investment scam. His wife and daughter had passed away and so he’d sold a property. As a result of the sale, he had a ... (15 pages)View decision -
Decision Reference DRN-5052461
3 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5052461 The complaint Mr J is unhappy with how Santander UK Plc’s ‘know your customer’ (KYC) team treated him. What happened As both parties are familiar with the details of the complaint I will not repeat them in full here. In summary, Santander called Mr J multiple times over a nu... (3 pages)View decision -
Decision Reference DRN-4985969
3 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4985969 The complaint Ms L has complained HSBC UK Bank plc won’t remove fraud-related markers they’ve lodged in her name. What happened Ms L held accounts with other banks. She was told her main account was being closed as they’d discovered a fraud-related marker in her name which a... (2 pages)View decision -
Decision Reference DRN-5059367
3 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5059367 The complaint Mr A was unhappy with the cash settlement paid by Admiral Insurance (Gibraltar) Limited (“Admiral”) for his stolen car under his motor insurance policy. He was also disappointed Admiral didn’t cover the damage caused to his property during the theft. What happe... (3 pages)View decision -
Decision Reference DRN-5057510
3 Oct 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5057510 The complaint Mr K complains Nationwide Building Society didn’t refund him part of £21,120 taken from his account after his mobile phone was stolen. He also complains Nationwide allowed a fraudster to set up and empty a £5,000 overdraft facility. Mr K further complains about... (7 pages)View decision -
Decision Reference DRN-4901591
3 Oct 2024 Pockit Limited UpheldBanking and PaymentsDRN-4901591 The complaint Miss L has complained Pockit Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2022 Miss L opened an account with Pockit but didn’t really used it. She had a friend to stay who also had a Pockit account a... (2 pages)View decision -
Decision Reference DRN-4974387
3 Oct 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4974387 The complaint Mr S complains that Blue Motor Finance Ltd (“BMF”) didn’t conduct sufficient affordability checks before providing him with a hire purchase agreement. Had it done so, it would’ve discovered the agreement wasn’t affordable. What happened In February 2019, BMF p... (4 pages)View decision
