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 360982 results
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Decision Reference DRN-4312596
29 Oct 2024 Amazon Payments UK Limited UpheldBanking and PaymentsDRN-4312596 The complaint A company, which I’ll refer to as U, complains that Amazon Payments UK Limited restricted access to their funds. They’d like the funds returned and compensation for the impact. Mrs O, who is a director of U, brings the complaint on U’s behalf. What happened Mrs... (3 pages)View decision -
Decision Reference DRN-5110970
29 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5110970 The complaint Mr E complains that Nationwide Building Society won’t refund the money he lost when he was the victim of a scam. What happened In September 2021, Mr E says he was contacted unexpectedly and told about a cryptocurrency investment company. He says he’d done a li... (4 pages)View decision -
Decision Reference DRN-5095420
29 Oct 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5095420 The complaint Mr H’s complaint is about a number of claims he made on his Accredited Insurance (Europe) Ltd (‘AI’) legal expenses insurance policy. All references in this decision to AI includes their claims handlers. What happened Mr H initially approached his legal expense... (2 pages)View decision -
Decision Reference DRN-5110969
29 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5110969 The complaint Mr E complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2021, Mr E says he was contacted unexpectedly and told about a cryptocurrency investment company. He says he’d done a little investing i... (3 pages)View decision -
Decision Reference DRN-4963313
29 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4963313 The complaint Mr S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund money he says was lost as the result of an investment scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. In 2018, Mr S entered into an investment w... (2 pages)View decision -
Decision Reference DRN-4926639
29 Oct 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4926639 The complaint Mrs W’s complaint is about her mortgage with Lloyds Bank PLC. She doesn’t feel that Lloyds provided her with support after the fixed interest rate product attached to the mortgage ended in the spring of 2022. This meant that the mortgage went into a significant... (5 pages)View decision -
Decision Reference DRN-5077598
28 Oct 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5077598 The complaint Mr M complains about Casualty & General Insurance Company (Europe) Ltd (“Now Pet Insurance”) for deductions it made from his claim for veterinary bills following emergency treatment of his dog. What happened Mr M has a 9-year-old labradoodle, P. He insured ... (3 pages)View decision -
Decision Reference DRN-5110825
28 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5110825 The complaint Mrs V complains HSBC UK Bank Plc didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs V has an account with HSBC. She has accounts with three other businesses too, who I’ll refer to as “M”, “W” and “R” throughout the rest of thi... (3 pages)View decision -
Decision Reference DRN-4937721
28 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4937721 The complaint S, a limited company, has complained about the way that Santander UK Plc dealt with a transaction made by one of its authorised signatories. Mr M, as director of S, is representing the limited company. What happened An authorised signatory on the business accou... (3 pages)View decision -
Decision Reference DRN-5070335
28 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5070335 The complaint Ms K is unhappy with how Ageas Insurance Limited dealt with a claim on her contents insurance policy. Ms K has been represented in part by her partner. For clarity, I’ll refer only to Ms K. What happened Ms K held a contents insurance policy underwritten by A... (6 pages)View decision
