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 122183 results
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Decision Reference DRN-3987052
24 Jul 2023 Oplo PL Ltd UpheldConsumer CreditDRN-3987052 The complaint Mr W complains that Oplo PL Limited won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happened Mr W and his wife had purchased a total of 350,001 members... (4 pages)View decision -
Decision Reference DRN-4090750
24 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4090750 The complaint Mrs B complains Nationwide Building Society unfairly blocked her account, she was made to feel like she was a criminal, and she was put to unnecessary inconvenience. She says this made her underlying health conditions worse and she wants compensation. What happene... (5 pages)View decision -
Decision Reference DRN-4262959
24 Jul 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4262959 The complaint Mr C has complained about the settlement he was offered by Fortegra Europe Insurance Company Ltd (Fortegra) under a furniture warranty. What happened Mr C contacted Fortegra to make a claim for damage to his sofa under a furniture warranty. Fortegra assessed the d... (4 pages)View decision -
Decision Reference DRN-4262006
24 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4262006 The complaint The trustees of a trust which I’ll refer to as H, complain that Santander UK Plc allowed H’s beneficiary to gain access to and withdraw the funds that were deposited in its account (the Account) What happened The background to the complaint is set out in my provis... (7 pages)View decision -
Decision Reference DRN-3830559
24 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3830559 The complaint Mr Z has complained that HSBC UK Bank Plc (HSBC) has refused to refund him money he lost as the result of a scam. What happened Mr Z was looking to invest money and found an advertisement online for Bubblext. They claimed to be specialists in crypto trading and as... (3 pages)View decision -
Decision Reference DRN-4262535
24 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4262535 The complaint A partnership, which I will refer to as L, complains that Barclays Bank UK Plc wrongly closed its business account. What happened Barclays told us: It carried out a Know Your Customer (KYC) review of L’s account. It wrote to L in September 2021 to ask for informa... (3 pages)View decision -
Decision Reference DRN-4189448
24 Jul 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4189448 The complaint Miss M has complained PayrNet Limited, trading as Pockit, won’t refund two payments she didn’t make. What happened In October 2022 Miss M contacted Pockit as she’d noticed two transactions for £850 and £830 had debited from her card. She never got a complete respo... (2 pages)View decision -
Decision Reference DRN-4261032
24 Jul 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4261032 The complaint Mrs M complains that Fortegra Europe Insurance Company Ltd declined her claim for damage to her sofa. They said it wasn’t caused by a single incident of accidental damage but had built up over time. She believes the sofa is faulty and wants them to deal with her c... (3 pages)View decision -
Decision Reference DRN-4259905
24 Jul 2023 UCB Home Loans Corporation Ltd UpheldMortgagesDRN-4259905 The complaint Mr and Mrs B complain about the service they received when they tried to change the fixed interest rate deal on their mortgage with UCB Home Loans Corporation Ltd. What happened Mr and Mrs B wanted to change the fixed interest rate deal on their mortgage. They ask... (4 pages)View decision -
Decision Reference DRN-4262564
24 Jul 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4262564 The complaint Mr M complains that Zurich Assurance Ltd (Zurich) misinformed him about drawing his pension benefits causing a delay whilst the value of his fund was falling. He would like compensation for the losses. Your text here What happened Mr M had a personal pension plan ... (8 pages)View decision
