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 369227 results
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Decision Reference DRN-5124539
13 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5124539 The complaint Mr and Mrs C complain Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a storm damage claim against their home insurance policy. What happened In summary, Mr and Mrs C held a home insurance policy which was underwritten by RSA. They made a sto... (4 pages)View decision -
Decision Reference DRN-4971143
13 Dec 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4971143 The complaint Mrs C complains Helvetia Global Solutions Ltd offered an unreasonable settlement for her alloy wheel insurance claim. Helvetia’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Helvetia’s o... (5 pages)View decision -
Decision Reference DRN-4910155
13 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4910155 The complaint Ms D has complained that Wise Payments Limited won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In late 2023, Ms D fell victim to a cruel job scam. S... (2 pages)View decision -
Decision Reference DRN-4812424
13 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4812424 The complaint A company which I’ll call ‘S’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on S’s behalf by its director, Ms K. What happened S held an account with Barclays in its own name. It also hel... (4 pages)View decision -
Decision Reference DRN-4415033
13 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4415033 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5039467
13 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5039467 The complaint Mr O complains Barclays Bank UK PLC (“Barclays”) closed his account abruptly without notice nor explanation. And in doing so, removed his overdraft and demanded payment. Mr O says Barclays’ actions have caused him significant financial strain. And Barclays shou... (3 pages)View decision -
Decision Reference DRN-5168834
13 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5168834 The complaint Mr J complains that Barclays Bank Plc trading as Barclaycard (Barclays) haven’t provided him with data he’s requested. And they’ve prevented him acquiring information in support of his complaint. What happened In November 2021 Mr J said he received a letter pr... (5 pages)View decision -
Decision Reference DRN-5181897
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5181897 The complaint Mr D complains that HSBC Bank Plc (HSBC) didn’t inform him of his account being frozen after HSBC had contact from his local authority regarding his mental capacity. What happened In March 2024, HSBC received a letter from Mr D’s local authority stating Mr D la... (2 pages)View decision -
Decision Reference DRN-4656076
13 Dec 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4656076 The complaint Mr S has complained about Ikano Bank AB (publ)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (‘s.140A’) of the CCA. ... (4 pages)View decision -
Decision Reference DRN-5060932
13 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5060932 The complaint Mr G, a sole trader, complains that West Bay Insurance Plc (West Bay) unfairly avoided his Commercial Vehicle Insurance policy and declined his claim. There are a number of different parties involved in this complaint, but for ease of reading, I’ll only refer ... (3 pages)View decision
