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 361839 results
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Decision Reference DRN-5424204
25 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5424204 The complaint Mr R complains about Royal & Sun Alliance Insurance Limited’s decision to decline cover for part of the damage to his home, under a buildings insurance claim. Royal & Sun Alliance Insurance Limited (RSA) has been represented on the claim by its agents. ... (4 pages)View decision -
Decision Reference DRN-4966943
25 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4966943 The complaint Mr R complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) failed to credit his investment account with two cheques sent by his building society. He’s further unhappy that HLAM didn’t return the cheques to his building society, instead it sent th... (2 pages)View decision -
Decision Reference DRN-5300432
25 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5300432 The complaint Ms C complains about Barclays Bank UK PLC (Barclays) when they closed a dormant currency account she held with them. What happened In August 2022, Ms C opened a currency account with Barclays and deposited funds soon after. As no other transactions were made, ... (3 pages)View decision -
Decision Reference DRN-5327962
25 Mar 2025 more 2 life Ltd Not upheldMortgagesDRN-5327962 The complaint Mr and Mrs S’s complaint is that more 2 life Ltd (referred to here as M2L) declined their request to port (transfer) their lifetime equity release mortgage onto a new property, because of concerns raised by the surveyors. M2L had imposed a £2,000 retention on t... (3 pages)View decision -
Decision Reference DRN-5369855
25 Mar 2025 MS Amlin Insurance SE Not upheldInsuranceDRN-5369855 The complaint Mr W complains about MS Amlin Insurance SE (“MSAI”) and the decision to decline the claim he made on his marine insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically... (4 pages)View decision -
Decision Reference DRN-5362914
25 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5362914 The complaint Mr O complains that a car supplied to him under a hire purchase agreement with Land Rover Financial Services (LRFS) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional d... (5 pages)View decision -
Decision Reference DRN-5424242
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5424242 The complaint Mr T complains HSBC UK Bank Plc blocked his debit card, meaning two payments to a hotel company did not occur and he lost his holiday booking. What happened I sent the parties a provisional decision in March 2025, in which I set out the following background inf... (4 pages)View decision -
Decision Reference DRN-5366431
25 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5366431 The complaint Ms F complains J.P. Morgan Europe Limited trading as Chase didn’t refund her for a cancelled flight. What happened Ms F contacted Chase to dispute a payment made to a flight company because one of the flights she’d booked was cancelled. Ms F tried to dispute ... (3 pages)View decision -
Decision Reference DRN-5372372
25 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5372372 The complaint Mr S complains that Barclays Bank UK PLC has recorded arrears on his credit file for a mortgage which he says is his ex-wife’s responsibility. What happened In 2007 Mr S and his now ex-wife took out a joint mortgage with Barclays. It was initially on a capital ... (2 pages)View decision -
Decision Reference DRN-5424135
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5424135 The complaint Mr R is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 10 March 2025. In it I set out the background and my proposed findings. I’ve included a copy o... (9 pages)View decision
