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-3336626
4 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3336626 The complaint Mr G and Mrs G complain that HSBC UK Bank Plc trading as First Direct haven’t refunded money they lost as a result of a scam. Mrs G is the lead complainant to this service, so I’ll refer to her throughout the decision. What happened The detailed background to this... (3 pages)View decision -
Decision Reference DRN-3631378
4 Aug 2022 esure Insurance Limited UpheldInsuranceDRN-3631378 The complaint Miss P and Mr H complain that esure Insurance Limited mishandled a motor insurance policy. Where I refer to esure, I refer to the above-named insurance company and I include employees and others insofar as I hold esure responsible for their acts or omissions. What... (3 pages)View decision -
Decision Reference DRN-3632565
4 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3632565 The complaint Ms O complains that HSBC UK Bank Plc didn’t do enough to protect her from losing £15,400 to an investment scam. What happened In early 2019 Ms O was persuaded to invest £15,400 with a company I shall in this decision call J. The money was sent to J via Coinbase – ... (3 pages)View decision -
Decision Reference DRN-3627302
4 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3627302 Complaint F, a limited company and law firm, complains that HSBC UK Bank Plc didn’t do enough to protect it when it was targeted by fraudsters. It is represented by Ms F, its only director. For simplicity’s sake, I will generally refer to Ms F throughout the decision. Backgroun... (6 pages)View decision -
Decision Reference DRN-3631925
4 Aug 2022 Clydesdale Bank Plc UpheldConsumer CreditDRN-3631925 The complaint Mr and Mrs M are unhappy that Clydesdale Bank Plc, trading as Virgin Money, applied an early repayment charge when they repaid their loan early having been told when they took the loan that no such charge would be applied. What happened Mr and Mrs M took a persona... (3 pages)View decision -
Decision Reference DRN-2985650
4 Aug 2022 Wise Payments Limited UpheldBanking and PaymentsDRN-2985650 The complaint Mr K complains that Wise Payments Limited won’t refund money he lost after he had fallen victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, and based on the submissio... (7 pages)View decision -
Decision Reference DRN-3632399
4 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3632399 The complaint Mrs S is unhappy that Barclays Bank UK PLC didn’t update her address and cancel a tech pack on her account when she first instructed them to, and with the service that she’d received from Barclays surrounding this issue. What happened In April 2020, Mrs S telephon... (3 pages)View decision -
Decision Reference DRN-3330236
4 Aug 2022 Bank of Scotland Plc UpheldInvestmentsDRN-3330236 The complaint Mr and Mrs S complain that Bank of Scotland plc (trading as Halifax) mis-sold them a ‘Total Mortgage Protection Plan’ (TMPP). What happened Mr and Mrs S took out a TMPP in November 2003 when they applied for a further advance on their mortgage with Halifax. They ... (3 pages)View decision -
Decision Reference DRN-3571633
4 Aug 2022 Santander UK Plc UpheldMortgagesDRN-3571633 The complaint Ms K complains that her mortgage lender Santander UK Plc unfairly recorded a payment holiday on her credit file despite previous assurances that this wouldn’t be the case. Ms K says she wouldn’t have taken the payment holiday if she’d realised the adverse impact t... (5 pages)View decision -
Decision Reference DRN-3632184
4 Aug 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3632184 The complaint A limited company, which I’ll refer to as J, complains Royal & Sun Alliance Insurance Limited has turned down a claim it made under its Business Interruption insurance policy. What happened Below is intended to be a summary of the key events that led to this c... (4 pages)View decision
