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 121876 results
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Decision Reference DRN-3721952
31 Jan 2023 AWP P&C SA UpheldInsuranceDRN-3721952 The complaint Mrs P complains that AWP P&C SA declined her travel insurance policy claim. My references to AWP include its agents. A member of Mrs P’s family represents her in this complaint. What happened Mrs P had travel insurance through her bank account, insured by AWP.... (3 pages)View decision -
Decision Reference DRN-3931432
31 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3931432 Complaint Mrs W is unhappy that Barclays Bank PLC (“Barclays”) closed her account and recorded a fraud prevention marker against her. Background In July 2020, Mrs W’s Barclays account received a number of payments from a third-party. Barclays subsequently received a notificatio... (4 pages)View decision -
Decision Reference DRN-3935161
31 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3935161 The complaint Mr J is unhappy that Bank of Scotland plc, trading as Halifax, indicated to him that he could successfully apply for a credit account but then declined his formal account application. What happened Mr J used Halifax’s online eligibility checker to check whether he... (2 pages)View decision -
Decision Reference DRN-3936478
31 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3936478 The complaint C, a limited company complains that HSBC UK Bank Plc caused delays when C initiated transfers between its accounts. C also complains that the bank unfairly charged it for foreign exchange losses. C is represented by its directors. What happened In April 2022, C in... (4 pages)View decision -
Decision Reference DRN-3927626
31 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3927626 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund a transaction on his account which he didn’t make. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points.... (4 pages)View decision -
Decision Reference DRN-3692691
31 Jan 2023 Close Brothers Limited UpheldConsumer CreditDRN-3692691 The complaint Mrs P complains that the car she acquired through Close Brothers Limited (“CBL”) wasn’t of satisfactory quality. She wants to reject the car and cancel the finance agreement. What happened Mrs P entered a conditional sale agreement in January 2021 to acquire a use... (4 pages)View decision -
Decision Reference DRN-3937821
31 Jan 2023 Unum Ltd UpheldInsuranceDRN-3937821 The complaint Mr F is unhappy with Unum Limited’s decision not to pay his claim. What happened The background to this complaint was set out in my provisional thoughts, so rather than repeat everything in detail here, I’ll summarise the key events. Mr F sadly lost his wife and m... (3 pages)View decision -
Decision Reference DRN-3924683
31 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3924683 The complaint Mrs M and Mr M complain about how QIC Europe Ltd (QIC) dealt with a claim under their home insurance policy for damage to their property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. Wh... (6 pages)View decision -
Decision Reference DRN-3748430
31 Jan 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3748430 The complaint Mr and Mrs N complain that Liverpool Victoria Insurance Company Limited (LV) failed to deal adequately with their claim for water damage to their property under their home insurance. What happened Mr and Mrs N are vulnerable, both being elderly. And I understand t... (3 pages)View decision -
Decision Reference DRN-3853981
31 Jan 2023 R&Quiem Financial Services Limited UpheldPensions and AnnuitiesDRN-3853981 The complaint Miss J complains about R&Quiem Financial Services Limited’s advice to transfer her defined benefit pension scheme into a Group Personal Pension Plan (GPP), which she says has disadvantaged her financially. R&Quiem objected to our Service considering this c... (9 pages)View decision
