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 369228 results
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Decision Reference DRN-5189142
16 Dec 2024 AWP P&C S.A. Not upheldInsuranceDRN-5189142 The complaint Mr and Mrs B are unhappy that AWP P&C S.A. declined their travel insurance claim. What happened Mr and Mrs B have travel insurance alongside their bank current account. AWP is the underwriter on the policy. They were due to go on a trip from 7 July 2024 to ... (2 pages)View decision -
Decision Reference DRN-5114905
16 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5114905 The complaint Mr E has complained that a member of staff at Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) spoke to him over the phone without first verifying that it was actually him. Mr E says that this is a breach of his personal data. What happened Virgin M... (2 pages)View decision -
Decision Reference DRN-5214192
16 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5214192 The complaint Mrs B, via her representative, has complained that HSBC UK Bank Plc acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This decision will only consider wh... (4 pages)View decision -
Decision Reference DRN-4755989
16 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4755989 The complaint Miss K complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected her from losing money she paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In... (2 pages)View decision -
Decision Reference DRN-5156270
16 Dec 2024 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-5156270 The complaint Mrs O has complained that Allied World Assurance Company (Europe) dac didn’t pay in full a claim under a residential landlord insurance policy for storm damage. What happened Mrs O owns a flat in a purpose-built block. Under her lease she was responsible for p... (2 pages)View decision -
Decision Reference DRN-5213523
16 Dec 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-5213523 The complaint Mrs S complains that ReAssure Limited has destroyed an original will and death certificate it had been sent following the death of her long-term partner. What happened I issued a provisional decision on this complaint earlier this month. In that decision I expl... (4 pages)View decision -
Decision Reference DRN-5210704
16 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5210704 The complaint Mrs J and Mr J are unhappy that Nationwide Building Society didn’t send them a chargeback form, they blocked a payment and later closed their account. They’d like compensation for the impact caused. What happened Mrs J and Mr J had an account with Nationwide. O... (4 pages)View decision -
Decision Reference DRN-5098001
16 Dec 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-5098001 The complaint H is a limited company that complains about how Zempler Bank Limited treated it when they withheld funds that had been paid in. H says this caused stress, inconvenience, as well as losses and damage to the business. What happened During July 2024, a customer o... (3 pages)View decision -
Decision Reference DRN-5215082
16 Dec 2024 Ageas Insurance Limited UpheldInsuranceDRN-5215082 The complaint Mr H complains that Ageas Insurance Limited have unfairly declined his claim for storm damage to his property. What happened Mr H had a buildings insurance policy with Ageas. In January 2024 Mr H made a claim following Storm Henrik for damage to the roof of h... (3 pages)View decision -
Decision Reference DRN-5187792
16 Dec 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5187792 The complaint Miss L complains MBNA Limited failed to recover funds she paid for a package holiday, using her credit card. What happened Below details the series of events which has led to the complaint and the arguments raised by both parties. Miss L used her credit card t... (3 pages)View decision
