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 367928 results
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Decision Reference DRN-5133784
8 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5133784 The complaint Ms K’s complaint is about the handling of her boiler and central heating insurance policy with British Gas Insurance Limited. What happened In 2023 Ms K contacted British Gas regarding issues she had with her boiler (there were frequent leaks dripping from the... (6 pages)View decision -
Decision Reference DRN-5127945
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5127945 The complaint Mr E complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr E is being represented by a third party. To keep things simple, I will refer to Mr E throughout my decision. What happened Mr E was contacted by a... (4 pages)View decision -
Decision Reference DRN-5100370
8 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5100370 The complaint Mr B complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled a claim and the value it paid him for his vehicle following a claim under his motor insurance policy. What happened Mr B had a motor insurance policy with Admiral covering his ca... (4 pages)View decision -
Decision Reference DRN-5110062
8 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5110062 The complaint Mr G complains HSBC UK Bank Plc (“HSBC”) restricted and later closed his account without notice nor explanation. Mr G says HSBC’s actions caused him financial hardship, exacerbated his acute health conditions, distress, and inconvenience. What happened The deta... (3 pages)View decision -
Decision Reference DRN-5134237
8 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5134237 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) blocked his accounts without an explanation. He wants his accounts unblocked as well as an explanation why they were blocked and also compensation for the distress and inconvenience he was caused. What happe... (6 pages)View decision -
Decision Reference DRN-5129817
8 Nov 2024 Bank Of Baroda (UK) Limited UpheldBanking and PaymentsDRN-5129817 The complaint Mr W complains Bank Of Baroda (UK) Limited (“BoB”) closed his accounts without notifying him. And that BoB didn’t reactivate and keep the accounts open to allow him to make alternative banking arrangements when he found out about the closures - despite providin... (7 pages)View decision -
Decision Reference DRN-4809392
8 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-4809392 The complaint Mr and Mrs M complain that Santander UK Plc offer lower rates to new customers than are available to them as existing customers. They are also unhappy about the fee they had to pay to take a new fixed rate. What happened Mr and Mrs M have a mortgage with Santan... (3 pages)View decision -
Decision Reference DRN-5126213
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5126213 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B has previously been represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-4571267
8 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4571267 The complaint Mr D complains that Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a bank impersonation scam. What happened In April 2023, Mr D received text messages that told him his account was at risk and that he needed to move his funds. Texts... (2 pages)View decision -
Decision Reference DRN-5066111
8 Nov 2024 Legal & General Investment Management Ltd Not upheldInvestmentsDRN-5066111 The complaint Mr F complains about the investment performance of a Flexible Mortgage Individual Savings Account (FMISA) which was managed by Legal & General Investment Management Ltd. What happened When Mr F saw the value of his FMISA fall he complained to L&G. L&... (2 pages)View decision
