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-3704091
28 Feb 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3704091 The complaint Mrs P is a sole trader, trading as S. She complains about the settlement of her business interruption insurance claim by Hiscox Insurance Company Limited. The claim was made as a result of the COVID-19 pandemic. What happened The following is intended only as a br... (7 pages)View decision -
Decision Reference DRN-3968802
28 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3968802 The complaint A, a sole trading business, complains that Barclays Bank UK PLC wrongly closed its bank account causing financial loss. What happened A says it found out that the account was closed in August 2022 and that it hadn’t had any notice of this or received requests for ... (4 pages)View decision -
Decision Reference DRN-3959263
28 Feb 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-3959263 The complaint Miss E complains about the way Helvetia Global Solutions Ltd (“Helvetia”) handled a claim on an accidental damage and breakdown insurance policy. Helvetia’s agents were involved in this matter, but for ease I’ll refer to their actions as Helvetia’s own. What happe... (2 pages)View decision -
Decision Reference DRN-3580558
28 Feb 2023 Computershare Investor Services Plc UpheldInvestmentsDRN-3580558 The complaint Mr and Mrs D complain that Computershare Investor Services Plc didn’t act on their instructions to sell shares. What happened Mr and Mrs D had a holding of shares in a company which I’ll refer to as “F”. They wanted to sell the shares to provide money to supplemen... (2 pages)View decision -
Decision Reference DRN-3903026
28 Feb 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-3903026 The complaint Mr S complains that HSBC UK Bank Plc didn’t tell him a transaction he had set up on his Flexi loan account wouldn’t happen due to his account being closed. What happened Mr S had a Flexi loan account with HSBC. In mid-August 2022 he scheduled a transfer of £2,000 ... (2 pages)View decision -
Decision Reference DRN-3991331
28 Feb 2023 Arval UK Limited UpheldConsumer CreditDRN-3991331 The complaint Mr M is unhappy with how Arval UK Limited (Arval) handled his request to voluntary terminate a hire agreement. Mr M has been represented by Mrs M in this complaint. For ease of reference I’ll refer only to Mr M. What happened In September 2017, Mr M was supplied w... (4 pages)View decision -
Decision Reference DRN-3935154
28 Feb 2023 TenetConnect Services Limited UpheldMortgagesDRN-3935154 The complaint Mr and Mrs G complain that the appointed representative of TenetConnect Services Limited failed to advise them that when her remortgage completed that she would have to find £2,000 more than she understood she would have to pay. What happened Mr and Mrs G contacte... (2 pages)View decision -
Decision Reference DRN-3851974
28 Feb 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3851974 The complaint Miss L is complaining that Accredited Insurance (Europe) Ltd (AIE) has declined a claim she made on her buildings insurance policy. What happened In August 2022 Miss L contacted AIE to advise that the cast iron guttering had fallen following heavy rainfall and had... (3 pages)View decision -
Decision Reference DRN-3991100
28 Feb 2023 National Savings and Investments UpheldBanking and PaymentsDRN-3991100 The complaint Mr and Mrs M complaint about delays by National Savings and Investments (NS&I) when retuning funds. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr and Mrs M have told us they sent a... (4 pages)View decision -
Decision Reference DRN-3983143
28 Feb 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3983143 The complaint Mrs L is a sole trader, trading as A. She complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund a transaction she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision
