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 122405 results
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Decision Reference DRN-4580083
25 Jan 2024 Amtrust Europe Limited UpheldInsuranceDRN-4580083 The complaint Mrs W has complained about the options Amtrust Europe Limited has given her to settle a claim she made against a furniture warranty policy. What happened Mrs W made a claim against her warranty policy with Amtrust for pet damage to her furniture in August 2022. Am... (4 pages)View decision -
Decision Reference DRN-4580266
25 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4580266 The complaint Mr M complains that his surname was improperly recorded by Barclays Bank UK PLC, which led to problems registering for a linked service. Mr M also said he couldn’t access online banking with Barclays, and it was insisting he go to a branch. What happened Mr M said... (5 pages)View decision -
Decision Reference DRN-4577643
25 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4577643 The complaint A company I’ll call F complains that HSBC UK Bank PLC (HSBC) blocked its account and refused to release the funds held in the account. F is represented by its director, Mr S. What happened On 25 June 2021, Mr S incorporated F as a limited company. F then opened a ... (5 pages)View decision -
Decision Reference DRN-4543211
25 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4543211 The complaint Mr M has complained that Liverpool Victoria Insurance Company Limited (LV) will not put right what he says are previous poor repairs which is causing water ingress into his home. Mr M previously made a claim under his home insurance policy for storm damage to his ... (2 pages)View decision -
Decision Reference DRN-4541654
25 Jan 2024 Wakam UpheldInsuranceDRN-4541654 The complaint Mr B complains that Wakam avoided his home insurance policy (treated it like it never existed) and refused to pay his claim. What happened Mr B took out a home insurance policy with Wakam online in December 2021 which he subsequently renewed. In July 2023 he conta... (3 pages)View decision -
Decision Reference DRN-4580146
25 Jan 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4580146 The complaint Mr N complains Tesco Personal Finance Plc trading as Tesco Bank incorrectly reported late payments for his loan on his credit file. What happened Mr N was in the process of applying for a mortgage in May 2023 when he found Tesco had reported late payments for the ... (2 pages)View decision -
Decision Reference DRN-4460245
25 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4460245 The complaint Mrs G complains National Westminster Bank Plc (NatWest) have: Changed her current account from a Reward to a Select account without telling her Continued charging her £24 a year for a Reward credit card even though the rewards had stopped around a year previousl... (4 pages)View decision -
Decision Reference DRN-4446135
25 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4446135 The complaint Mr S complains NewDay Ltd reduced the credit limit on his credit card from £4,500 to £1,100 without notice. What happened Mr S received an email on 14 June 2023 to tell him his credit limit would be reducing. He says he called them up, as although he knew they cou... (2 pages)View decision -
Decision Reference DRN-4580054
25 Jan 2024 Home in One Financial Services Limited UpheldMortgagesDRN-4580054 The complaint Mr and Mrs B’s complaint is about the service they received from Home in One Financial Services Limited, when they were looking to re-mortgage their home. They believe that it caused significant delays and as a result they will face higher mortgage costs going for... (4 pages)View decision -
Decision Reference DRN-4579536
24 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4579536 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money refused to close down his credit card account when he asked it to. What happened I set out the background to this complaint and my initial findings in my provisional decision dated 9 January 2024 (bel... (4 pages)View decision
