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 128312 results
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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 -
Decision Reference DRN-4135597
24 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4135597 The complaint Mr P complains that Revolut Ltd (“Revolut”) have failed to refund over £43,000 he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-4158575
24 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4158575 The complaint Mr W complains that Nationwide Building Society didn’t fairly or reasonably deal with his claim under Section 75 of the Consumer Credit Act 1974 (CCA) in relation to a holiday product exchange he undertook in 2013. The claim, which is the subject of this complaint... (6 pages)View decision