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-4105518
12 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4105518 The complaint Mr J complains that Barclays Bank UK PLC closed his account and took too long to return his funds. What happened Mr J had four accounts with Barclays. In September 2022, Barclays wrote to Mr J to say it had decided to close these accounts with immediate effect. It... (3 pages)View decision -
Decision Reference DRN-4121617
12 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4121617 The complaint Mr R and the estate of Mr R complain that HSBC UK Bank Plc poorly conducted a safeguarding review and closed his account using unreasonable grounds. What happened Mr R’s father passed away in 2010 without a will and Mr R was appointed as the representative of the ... (3 pages)View decision -
Decision Reference DRN-4078524
12 Jul 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4078524 The complaint Miss M complains about how TSB Bank Plc handled a transaction on her account that she says she didn’t agree to. What happened Miss M held an account with TSB. In 2021 she made them aware that her ex-partner had been making transactions on her account which she did... (3 pages)View decision -
Decision Reference DRN-4156641
12 Jul 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4156641 The complaint Mr U complained that he was given unsuitable advice to transfer his defined benefit (DB) Occupational Pension Scheme (OPS), to a type of personal pension plan. Quilter Financial Services Ltd is now responsible for answering this complaint. To keep things consisten... (10 pages)View decision -
Decision Reference DRN-4077220
12 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4077220 The complaint Mr B is unhappy with the way in which Advantage Insurance Company Limited (‘Advantage’) handled a claim made on his home insurance policy and declining his claim. What happened Mr B made a claim on his home insurance policy for damage caused by water leaking from ... (2 pages)View decision -
Decision Reference DRN-4179404
12 Jul 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4179404 The complaint Mr G complains that Transunion International UK Limited (TU) has blocked access to his online credit file with them and this has prevented him from being able to obtain credit. What happened Mr T tried to access his online credit file through a third-party website... (3 pages)View decision -
Decision Reference DRN-3914112
12 Jul 2023 WorldPay Limited UpheldBanking and PaymentsDRN-3914112 The complaint A company, which I’ll refer to as R, complains that WorldPay Limited has unfairly charged it £59,646 of transaction authorisation fees. R is represented by one of its directors, who I’ll refer to as Mr M. What happened R accepts card payments via its website, usin... (5 pages)View decision -
Decision Reference DRN-3945993
12 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3945993 The complaint Mr S complains about his insurer, Haven Insurance Company Limited (Haven) cancelling his motor insurance policy when he didn’t respond in time to a letter from them asking for some documentation. Any reference to Haven in this decision includes their agents. This ... (4 pages)View decision -
Decision Reference DRN-4239085
12 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4239085 The complaint Mr C complains that Revolut Ltd won’t refund the money he lost when he fell victim to a cryptocurrency scam. Mr C is bringing this complaint using representatives. To make my decision easier to read, I will refer only to Mr C. I do this even where it was his solic... (5 pages)View decision -
Decision Reference DRN-4237906
12 Jul 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-4237906 The complaint Mrs B complains because Zurich Assurance Ltd (‘Zurich’) hasn’t paid a claim for total permanent disability benefit under her life and critical illness insurance policy. Mrs B also complains about Zurich’s delay in dealing with her claim. What happened Mrs B holds ... (6 pages)View decision