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 125299 results
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Decision Reference DRN-3661110
9 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3661110 The complaint Mr G complains about the actions of AXA Insurance UK Plc (“AXA”) related to an ongoing claim made under his buildings insurance policy. Any reference to Mr G or AXA includes respective agents or representatives. What happened The background of this complaint is we... (3 pages)View decision -
Decision Reference DRN-3768303
9 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3768303 The complaint Mrs A complains that Santander UK Plc failed to provide adequate customer service and allowed a fraudulent transaction to take place on her account. What happened Mrs A and her husband were on holiday when she noticed an unusual payment had been made from her curr... (3 pages)View decision -
Decision Reference DRN-3810021
9 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3810021 The complaint Mr R is unhappy with the service he received from HSBC UK Bank Plc surrounding a credit card payment which completed on a card Mr R had previously reported as lost or stolen. What happened Mr R reported his credit card as being lost or stolen to HSBC and received ... (2 pages)View decision -
Decision Reference DRN-3851105
9 Dec 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3851105 The complaint A partnership, which I'll refer to as L, complains that Lloyds Bank PLC sent confidential information to a person not associated with their business. Mr W, one of the partners of L, brings the complaint on L's behalf. What happened In August 2022, Lloyds... (2 pages)View decision -
Decision Reference DRN-3759452
9 Dec 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3759452 The complaint Mr and Mrs W complain Watford Insurance Company Europe Limited (Watford) have unfairly declined their buildings insurance claim. All references to Watford also include its appointed agents. What happened The details of this complaint are well known to both parties... (2 pages)View decision -
Decision Reference DRN-3843030
9 Dec 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3843030 The complaint Ms P complains that ReAssure Limited delayed in transferring her pension to another provider. She also feels it’s given her unclear information about the transfer value and whether all of her contributions had been taken into account. What happened Ms P was a memb... (3 pages)View decision -
Decision Reference DRN-3846684
9 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3846684 The complaint Mr S complains HSBC UK Bank Plc, trading as first direct (“First Direct”), didn’t reimburse the money he lost when he was the victim of an ‘authorised push payment’ (“APP”) vehicle purchase scam. What happened Both parties are aware of the circumstances of the com... (6 pages)View decision -
Decision Reference DRN-3313842
9 Dec 2022 PayrNet Limited UpheldBanking and PaymentsDRN-3313842 The complaint Miss R complained that PayrNet Limited reviewed, closed, and withheld access to the funds in an electronic money account. The account was operated by an agent of PayrNet, but to keep things simple I’ll refer to PayrNet in this decision. What happened Miss R had an... (4 pages)View decision -
Decision Reference DRN-3558190
9 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3558190 The complaint Mr T is unhappy that Barclays Bank UK Plc haven’t refunded him for transfers made from his account which he says he didn’t authorise. What happened Between 23 September 2021 and 24 September 2021, three online transfers totalling £1,448 were made from Mr T’s bank ... (3 pages)View decision -
Decision Reference DRN-3851669
9 Dec 2022 Ageas Insurance Limited UpheldInsuranceDRN-3851669 The complaint Mr and Mrs E complain Ageas Insurance Limited have unfairly declined their contents insurance claim. All references to Ageas also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again... (3 pages)View decision
