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 120469 results
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Decision Reference DRN-3608189
31 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3608189 The complaint Mr T complains that HSBC UK Bank Plc (“HSBC”) provided him with credit he couldn’t afford to repay. What happened HSBC approved a credit card application for Mr T in July 2016. They provided a credit limit of £5,500. Mr T says they were wrong to provide credit as... (2 pages)View decision -
Decision Reference DRN-3561009
31 Aug 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3561009 The complaint Mr D complains that PayrNet Limited blocked access to his payment account. The account was operated by an agent of PayrNet but I’ll refer to PayrNet in this decision. What happened Mr D had an account with PayrNet. In December 2020 PayrNet contacted Mr D to ask hi... (3 pages)View decision -
Decision Reference DRN-3431358
31 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3431358 The complaint Mr and Mrs B complain Barclays Bank UK PLC overcharged them interest on their mortgage account in March 2020. They’re also unhappy with the service they received from Barclays after they raised their concerns. What happened Mr and Mrs B held a mortgage of around £... (5 pages)View decision -
Decision Reference DRN-3635971
31 Aug 2022 HDI Global Specialty SE UpheldInsuranceDRN-3635971 The complaint Mr and Mrs C complain about HDI Global Specialty SE’s decision to decline their buildings insurance claim. All references to HDI also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN-3663302
31 Aug 2022 Allianz Global Assistance UpheldInsuranceDRN-3663302 The complaint Mr M complains about Allianz Global Assistance (AGA) and the way they handled his claim after his boiler stopped working. What happened On 9 August 2021, Mr M contacted AGA to make a claim on his home emergency insurance policy, after his boiler stopped working. A... (3 pages)View decision -
Decision Reference DRN-3613470
31 Aug 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3613470 The complaint Ms L complains about Casualty & General Insurance Company (Europe) Ltd (CG) rejecting a claim under her pet insurance policy for treatment to her dog for vomiting and diarrhoea. References to CG include their agents who administer the policy. What happened Ms ... (4 pages)View decision -
Decision Reference DRN-3674809
31 Aug 2022 Amtrust Europe Limited UpheldInsuranceDRN-3674809 The complaint Miss C and Mr S complain that AmTrust Europe Limited (“AmTrust”) has treated them unfairly in relation to their buildings warranty. Any reference to Miss C, Mr S or AmTrust includes any agents or representatives. What happened The background of this complaint is w... (4 pages)View decision -
Decision Reference DRN-3675509
31 Aug 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3675509 The complaint Mr J complains that following the breakdown of his boiler his insurer, Astrenska Insurance Limited refused to pay the £250 towards a replacement that he is entitled to. Other parties have acted on Astrenska’s behalf, but I have just referred to Astrenska here. Wha... (4 pages)View decision -
Decision Reference DRN-3608765
31 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3608765 The complaint Mr M and Miss R complain about Royal & Sun Alliance Limited’s decision to decline a claim made under their home insurance policy. What happened Mr M and Miss R have a home insurance policy underwritten by RSA which covers their contents and buildings, amongst ... (4 pages)View decision -
Decision Reference DRN-3672875
31 Aug 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3672875 The complaint Mr M complains that National Westminster Bank Plc won’t refund him the money he lost when he fell victim to an investment scam. Both sides have submitted significant volumes of evidence. In what follows I have focussed on what I consider most relevant to the outco... (10 pages)View decision
