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 119791 results
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Decision Reference DRN-4038458
15 May 2023 Zurich Insurance PLC UpheldInsuranceDRN-4038458 The complaint Ms F complains about Zurich Insurance PLC (Zurich)’s handling of her claim and settlement offer, from her home insurance policy. What happened Ms F had a leak at her home and made a claim with Zurich. It sent a surveyor to assess the damage, but when the surveyor ... (3 pages)View decision -
Decision Reference DRN-4095108
15 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4095108 The complaint Mr F complains that Lloyds Bank PLC won’t allow him to use his credit card normally and they have provided him with poor customer service. What happened Mr F says that over the last 18 months he has had increasing difficulty using his Lloyds credit card as his tra... (3 pages)View decision -
Decision Reference DRN-4074332
15 May 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4074332 The complaint Mrs G complains about the quality of a car she has been financing through an agreement with Marsh Finance Ltd, who I’ll call “Marsh”. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (3 pages)View decision -
Decision Reference DRN-4050169
15 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4050169 The complaint Mr S complained that HSBC UK Bank plc gave him incorrect information about a £19.99 transaction which he had queried. What happened On 20 January 2023, Mr S contacted HSBC through chat. He asked for more details about a £19.99 payment from his account on 12 Januar... (3 pages)View decision -
Decision Reference DRN-4011622
14 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4011622 The complaint Miss L complains that Advantage Insurance Company Limited (Advantage) unfairly cancelled her policy. What happened Miss L took out a motor insurance policy with Advantage. When a third-party tried to make claim on her policy in November 2022 Advantage became aware... (3 pages)View decision -
Decision Reference DRN-4111076
13 May 2023 Close Brothers Limited UpheldConsumer CreditDRN-4111076 The complaint Mr X complains about the quality of a car he has been financing through an agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, who I’ll call “Close Brothers”. What happened The details of this complaint are well known to both parties, s... (3 pages)View decision -
Decision Reference DRN-4128652
13 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4128652 The complaint Mr M complains that Santander UK Plc blocked his account and refused to allow him to transfer his money. What happened Mr M says Santander blocked his account after he refused to provide confidential information about his finances. He says it required property dee... (3 pages)View decision -
Decision Reference DRN-3840944
12 May 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3840944 The complaint Mr S complains about Nationwide Building Society’s handling of an ISA transfer. What happened In March 2022, Mr S instructed a transfer of an ISA from Nationwide to another business. He asked for £27,500 to be transferred, as the maximum he could transfer into the... (2 pages)View decision -
Decision Reference DRN-3904681
12 May 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3904681 The complaint Mr S complains about Metro Bank PLC not making three payments as he wanted and the service it provided around this situation. What happened In March 2022, Mr S tried to make three payments from his account with Metro. These payments weren’t made immediately though... (2 pages)View decision -
Decision Reference DRN-3624619
12 May 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3624619 The complaint Mr B complains that PayrNet Limited hasn’t refunded him a payment that was transferred into his account with it and that it’s closed his account without paying him the balance. What happened In November 2021, Mr B sent the balance of an account he held with anothe... (3 pages)View decision
