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 4245 results
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Decision Reference DRN-4300094
5 Dec 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4300094 The complaint Mr H complains that Nationwide didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened Mr H saw an advert on social media for an opportunity to ... (5 pages)View decision -
Decision Reference DRN-4173773
13 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4173773 The complaint Mr S is a sole trader. He complains that HSBC UK Bank Plc unfairly terminated his Bounce Back Loan agreement and closed his bank account. What happened Mr S opened a bank account with HSBC for his sole trader business in July 2020. He successfully applied to the b... (5 pages)View decision -
Decision Reference DRN-5073240
25 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5073240 The complaint Mrs D isn’t happy with Barclays Bank UK PLC. Mrs D was receiving texts and mobile app alerts that she didn’t want. Mrs D said she wanted the weekly update in her online app to be sent every Friday. Mrs D said she’d like compensation for the distress and inconv... (3 pages)View decision -
Decision Reference DRN-2890683
17 Dec 2021 AIB Group (UK) Plc UpheldBanking and PaymentsDRN-2890683 The complaint Miss P is complaining that AIB Group (UK) Plc won’t refund transactions she didn’t authorise. What happened The full details of this complaint are well known to both parties so I won’t repeat them again here. Instead I’ll recap the key points and focus on giving t... (3 pages)View decision -
Decision Reference DRN-3784519
25 Aug 2023 Halifax Share Dealing Limited Not upheldInvestmentsDRN-3784519 The complaint Mrs S complains about the way Halifax Share Dealing Limited (trading as IWeb Share Dealing) dealt with the set up and closure of her stocks and shares ISA. She is unhappy that it wasn’t made clear her account was open and is now being asked to pay a registration f... (3 pages)View decision -
Decision Reference DRN-1590575
30 Jul 2020 U K Insurance Limited Not upheldInsuranceDRN-1590575 The complaintMr Z’s complained that UK Insurance Limited (“UKI”) declined his claim for theft of his car and cancelled his motor insurance policy because they didn’t believe his account of events. What happenedMr Z bought his car in early 2017. He bought it new from a dealer.... (3 pages)View decision -
Decision Reference DRN-3657000
21 Dec 2022 Hiscox Insurance Company Limited Not upheldInsuranceDRN-3657000 The complaint Mrs C has complained that Hiscox Insurance Company Limited unfairly turned down her business interruption insurance claim after she closed her business premises due to the Covid-19 pandemic. Mr J, a loss assessor, has brought the complaint on Mrs C’s behalf. What ... (3 pages)View decision -
Decision Reference DRN-2696563
28 Jul 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2696563 The complaint Mr B complains that Vanquis Bank Limited (Vanquis) defaulted his account. What happened Mr B had a credit card with Vanquis. He was struggling to pay his debts. In January 2018, Vanquis agreed a payment plan of £50 per month at zero interest. In February 2019, Mar... (3 pages)View decision -
Decision Reference DRN-4721258
4 Jun 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4721258 The complaint Mr N says AA Underwriting Insurance Company Limited (which I’ll refer to in this decision as ‘AA Insurance’) didn’t advise him about the cancellation of his motor insurance policy, which meant he drove his car whilst uninsured and was charged by the police. What h... (2 pages)View decision -
Decision Reference DRN4916294
22 Jun 2015 esure Insurance Limited Not upheldInsurance (excluding PPI)Mr K has complained about how esure Insurance Limited settled a claim he made under his motor insurance policy.backgroundMr K was involved in an accident and he said he had reversed out of a parking bay and while his car was stationary as he was about to drive a... (3 pages)View decision
