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 125399 results
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Decision Reference DRN-4745540
13 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4745540 The complaint Mr G complains that Nationwide Building Society won’t refund to him the money that he paid to a supplier for some holiday credits. What happened Mr G and his wife entered into a purchase agreement with a supplier in June 2014 to trade- in some timeshare rights and... (3 pages)View decision -
Decision Reference DRN-4511790
13 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4511790 The complaint Mr D has complained that HSBC UK Bank Plc (“HSBC”) is responsible for an international money payment being returned unpaid. What happened On 16 July 2023, Mr D sent a large sum of money to an overseas bank account as part of a business transaction. The payment was... (3 pages)View decision -
Decision Reference DRN-4839842
13 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4839842 The complaint Mr E complains about the service he received from Bank of Scotland plc trading as Halifax in relation to a declined transaction on his card. What happened Mr E holds a credit card account with Halifax. In September, he attempted to pay for some flights using the c... (4 pages)View decision -
Decision Reference DRN-4578870
13 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4578870 The complaint Mrs A complaint about how esure Insurance Limited handled a claim on her car insurance policy. She was also unhappy with the settlement offer after her car was written off. What happened Mrs A took out a policy with esure in January 2023. Unfortunately, Mrs A was ... (5 pages)View decision -
Decision Reference DRN-4845765
13 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4845765 The complaint Mrs N complained that Clydesdale Bank Plc trading as Virgin Money (‘VM’) should pay her more compensation than it had so far offered, after it admitted poor service in relation to passbook accounts. What happened In March 2023, Mrs N took three old passbooks to a ... (4 pages)View decision -
Decision Reference DRN-4848896
13 Jun 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4848896 The complaint Mr K complains that ReAssure Limited (ReAssure) caused delays to his requested withdrawal from his pension plan, causing financial loss. What happened Mr K has a pension plan with ReAssure from which he makes ad hoc withdrawals. On 22 March 2023, Mr K called ReAss... (10 pages)View decision -
Decision Reference DRN-4459779
13 Jun 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4459779 The complaint Miss T complains Highway Insurance Company Limited’s responsible for damaging her motorhome. Highway’s been represented for the claim by an approved repairer (AR). For simplicity, at points, I’ve referred to the AR’s actions as being Highway’s own What happened In... (6 pages)View decision -
Decision Reference DRN-4850378
13 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4850378 The complaint Ms S complains Wise Payments Limited (“Wise”) didn’t do enough to protect her when she fell victim to a scam. What happened Ms S has an account with Wise – which was opened in the course of this scam – and an account elsewhere. I’ll refer to the business who she h... (3 pages)View decision -
Decision Reference DRN-4817535
13 Jun 2024 Western Circle Ltd UpheldConsumer CreditDRN-4817535 The complaint Mr B has complained through a representative that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him a loan he couldn’t afford to repay. Mr B also raised other complaint points such as the loan cost wasn’t disclosed. What happened Mr B was granted one ... (5 pages)View decision -
Decision Reference DRN-4776087
13 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4776087 The complaint Mr B has complained Clydesdale Bank plc, trading as Virgin Money, added a fraud-related marker in his name to the industry fraud database, CIFAS. What happened In July 2023 Virgin Money closed Mr B’s account. They’d received an alert from another bank about money ... (3 pages)View decision
