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 128535 results
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Decision Reference DRN-4299648
17 Aug 2023 Wakam UpheldInsuranceDRN-4299648 The complaint Mr S has complained that Wakam Insurance Company (‘Wakam’) declined his claim and avoided his home insurance policy. What happened Mr S obtained a home insurance policy from Wakam in November 2022. A few days later, a delivery driver crashed into a gate at his pro... (5 pages)View decision -
Decision Reference DRN-3661382
17 Aug 2023 NTM Financial Services Ltd UpheldPensions and AnnuitiesDRN-3661382 The complaint Mr Z complains about the advice given by NTM Financial Services Ltd (‘NTM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a personal pension. He says the advice was unsuitable for... (12 pages)View decision -
Decision Reference DRN-4236121
17 Aug 2023 National House-Building Council UpheldInsuranceDRN-4236121 The complaint Mr G is unhappy with the way National House-Building Council (NHBC) dealt with a claim he made under his new home warranty. What happened Mr G bought a new home. It was covered by a ten-year NHBC warranty which began in December 2015. He reported a number of probl... (3 pages)View decision -
Decision Reference DRN-4305373
17 Aug 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4305373 The complaint Miss T, a sole trader, is unhappy that ClearBank Limited didn’t do more to protect her money when she was deceived into making payments to a scammer. What happened Miss T received a phone call from someone claiming to be from Tide – a trading name of ClearBank Lim... (5 pages)View decision -
Decision Reference DRN-4235562
17 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4235562 The complaint Miss S complains that Clydesdale Bank Plc trading as Virgin Money locked her out of her account and provided her with poor customer service. What happened Miss S says that around October 2021 she called Virgin Money as she had been locked out of her mobile phone a... (4 pages)View decision -
Decision Reference DRN-4209470
17 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4209470 The complaint Mrs and Mr D complain that Barclays Bank UK PLC blocked their account when they tried to make a payment to a friend. What happened Mrs and Mr D attempted to transfer £50,000 from their account to a friend. They say the money was withheld while Barclays fraud depar... (3 pages)View decision -
Decision Reference DRN-4305327
17 Aug 2023 My Finance Club Limited UpheldConsumer CreditDRN-4305327 The complaint Miss K complains My Finance Club Limited (“MFC”) provided her with a loan during a time when she was having financial difficulties. What happened Miss K was advanced one loan of £400 on 11 May 2022. The loan was due to run for 38 days with one payment due of £521.... (4 pages)View decision -
Decision Reference DRN-4290625
17 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4290625 The complaint Mr C complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened In March 2022, Mr C received a phone call from someone claiming to work in HSBC’s fraud department. The caller said they were concerned Mr C’s accou... (4 pages)View decision -
Decision Reference DRN-4215422
17 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4215422 The complaint Mr and Mrs C complain that HSBC UK Bank Plc won’t refund the money they lost when they were the victims of a scam. What happened In March 2022, Mr and Mrs C received a phone call from someone claiming to work in HSBC’s fraud department. The caller spoke to Mr C an... (4 pages)View decision -
Decision Reference DRN-4288913
17 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4288913 The complaint Mr M complains about the way that U K Insurance Limited (“UKI”) dealt with a claim he made under his home emergency insurance policy. Reference to UKI includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so ... (3 pages)View decision