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-4310648
4 Sep 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4310648 The complaint Mr and Mrs M are unhappy with the way in which their claim has been handled by Great Lakes Insurance SE after making a claim on their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-4106216
4 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4106216 The complaint Mr R complains that HSBC UK Bank Plc failed to correctly update his phone number which led to private information being shared with a third party. What happened Mr R has an account with HSBC and was set up to receive account information, like weekly mini statement... (2 pages)View decision -
Decision Reference DRN-4181560
4 Sep 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4181560 The complaint Ms G complains that Mulsanne Insurance Company Limited declined her claim made on her motor insurance policy after she had an accident whilst driving her parents’ campervan. She wants it to pay the claim. What happened Ms G had an accident when she was driving he... (2 pages)View decision -
Decision Reference DRN-4045216
4 Sep 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4045216 The complaint T, a limited company, has complained Starling Bank Limited won’t refund money they lost from their account as the result of a scam. T are represented in their complaint by Mr W. What happened Mr W holds both a personal and business account (in the name of T) with ... (3 pages)View decision -
Decision Reference DRN-4330642
4 Sep 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4330642 The complaint Mr M complains about the way Marks & Spencer Financial Services Plc (M&S) administered his credit card after agreeing a payment plan. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said:... (3 pages)View decision -
Decision Reference DRN-4296273
4 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4296273 The complaint Mr G has complained that HSBC UK Bank Plc (“HSBC”) acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr G held an account with HSBC with an overdraft facility. Mr G complained to HSBC about the overdraf... (3 pages)View decision -
Decision Reference DRN-4331033
4 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4331033 The complaint Mrs J complains that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) irresponsibly gave her a credit card and subsequent credit limit increases that she couldn’t afford. On 16 September 2008, Mrs J applied for a credit card with EGG. Barclaycard took o... (4 pages)View decision -
Decision Reference DRN-4213590
4 Sep 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4213590 The complaint X complains that Creation Financial Services Limited closed their credit card, withheld their annual fee and failed to credit their points or free night stay hotel voucher. What happened X had a premium reward club credit card account with Creation which included ... (3 pages)View decision -
Decision Reference DRN-4184021
4 Sep 2023 Ageas Insurance Limited UpheldInsuranceDRN-4184021 The complaint Mrs H complained about records that Ageas Insurance Limited (“Ageas”) kept about her which had an adverse impact on her ability to get affordable insurance. Mrs H had a home insurance policy. What happened Mrs H raised two queries with Ageas, one for a blocked sin... (2 pages)View decision -
Decision Reference DRN-4313844
4 Sep 2023 London Community Credit Union Limited UpheldBanking and PaymentsDRN-4313844 The complaint Miss B complains that London Community Credit Union Limited (“LCCUL”) failed to fully refund transactions she didn’t recognise. What happened In early November 2022, Miss B noticed several transactions that had been made from her account that she didn’t recognise.... (2 pages)View decision
