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-5087942
20 Nov 2024 BISL Limited Not upheldInsuranceDRN-5087942 The complaint Mr H has complained that BISL Limited has failed to assist him with a claim he wishes to make against a third party in relation to his car insurance policy. BISL is the administrator of the policy. Part of this complaint concerns the actions of the agents it u... (2 pages)View decision -
Decision Reference DRN-5014094
20 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5014094 The complaint X, a limited company, complains that Barclays Bank UK Plc unreasonably blocked their accounts without explanation. What happened The background to this complaint is well known to both parties, so I will only provide a brief summary here. On 8 August 2023 the ... (2 pages)View decision -
Decision Reference DRN-5160288
20 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5160288 The complaint Mrs L is complaining about MBNA Limited because she believes it reported incorrect information about the status of her account to the credit reference agencies (CRAs). What happened Mrs L has a credit card account with MBNA. In October 2022, she entered a Debt ... (2 pages)View decision -
Decision Reference DRN-5070265
20 Nov 2024 BISL Limited Not upheldInsuranceDRN-5070265 The complaint Mrs K complains about the way BISL Limited handled a claim she made on her motor insurance policy. What happened In March 2023 Mrs K’s car was involved in an accident, and she contacted BISL to make a claim through her motor insurance policy. Mrs K says BISL t... (2 pages)View decision -
Decision Reference DRN-5135807
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5135807 The complaint Mrs G is unhappy that Santander UK Plc won’t reverse a change of account that she instructed by mistake. What happened Mrs G had a Santander 123 account and wanted to compare the 123 account with a Santander Edge account, as Santander were offering Mrs G the op... (2 pages)View decision -
Decision Reference DRN-4935602
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4935602 The complaint A company, which I will refer to as T, complains that National Westminster Bank Plc, trading as Mettle, declined their application for a business account unfairly. Mr C brings the complaint on behalf of T. What happened On 14 February 2024 Mr C applied on behal... (2 pages)View decision -
Decision Reference DRN-5159490
20 Nov 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5159490 The complaint Ms K’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit... (12 pages)View decision -
Decision Reference DRN-4636315
20 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4636315 The complaint Mr C complains, via a representative, that HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C fell vict... (2 pages)View decision -
Decision Reference DRN-4962142
20 Nov 2024 Stonebridge Mortgage Solutions Ltd Not upheldMortgagesDRN-4962142 The complaint Mr and Mrs M complain about services provided by an appointed representative of Stonebridge Mortgage Solutions Ltd (“Stonebridge”) when it advised and arranged a mortgage for them. What happened In August 2023 Mr and Mrs M were looking to arrange a re-mortgage.... (3 pages)View decision -
Decision Reference DRN-4780722
20 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4780722 The complaint Mr B complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties. The facts about what happened aren’t in dispute, so I’ll ... (2 pages)View decision
