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 371633 results
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Decision Reference DRN-4855790
4 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4855790 The complaint A company, which I will refer to as D, complains that Barclays Bank UK Plc wrongly closed its account. What happened D’s director told us: She was aware that Barclays was carrying out a Know Your Customer (KYC) review of D’s account, but she complied with t... (3 pages)View decision -
Decision Reference DRN-4940944
4 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4940944 The complaint Mrs W has complained that Lloyds Bank General Insurance Limited mis-informed her that her mortgage payment protection insurance (PPI) policy would remain valid if she changed mortgage provider, which had a negative impact when she was later made redundant. Wha... (2 pages)View decision -
Decision Reference DRN-4945754
4 Sep 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4945754 The complaint Mr R and Mrs R complain that they’d asked The Mortgage Works (UK) Plc (“TMW”) to consent to a transfer of their Buy To Let mortgage (and the equity in the property) to Mrs R alone, as they were separating. But they said TMW had refused without explanation. What... (3 pages)View decision -
Decision Reference DRN-4927277
4 Sep 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4927277 The complaint Ms K complains that Capital One (Europe) plc rejected her Section 75 claim regarding a car she purchased. What happened Ms K says that she had issues with a car that she bought. She says there was a tear in the leather of the car even though she had been told t... (3 pages)View decision -
Decision Reference DRN-4827455
4 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4827455 The complaint Mr H complains that HSBC UK Bank Plc (HSBC) didn’t action a change to his direct debit or explain when it would be actioned. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on gi... (1 page)View decision -
Decision Reference DRN-4981031
4 Sep 2024 esure Insurance Limited Not upheldInsuranceDRN-4981031 The complaint Mr B has complained about the way esure Insurance Limited dealt with a claim he made under his car insurance policy. What happened In October 2023 Mr B was injured when another vehicle collided into his stationary car as he was getting into it and he moved out ... (2 pages)View decision -
Decision Reference DRN-5000435
4 Sep 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5000435 The complaint Mr and Mrs N complain about the interest rate Mortgage Agency Services Number Five Limited (MAS5) has charged on their mortgage. They state the rate has been increased unfairly and for reasons not permitted by the terms and conditions. Mr and Mrs N have brought... (7 pages)View decision -
Decision Reference DRN-4869120
4 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4869120 The complaint Mr and Mrs D and family have complained that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim they made on a travel insurance policy. Mr and Mrs D were travelling with their four children. As three of the children are over the age of 16, they hav... (3 pages)View decision -
Decision Reference DRN-4968159
4 Sep 2024 First Central Underwriting Limited UpheldInsuranceDRN-4968159 The complaint Miss P is unhappy with the service provided by First Central Underwriting Limited when dealing with renewal of his car insurance policy. What happened Miss P took out car insurance with First Central. The facts of Miss P’s renewal in August 2023 are well known... (3 pages)View decision -
Decision Reference DRN-4972735
4 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4972735 The complaint Mr M complains about U K Insurance Limited’s decision to decline a claim made under his car insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. At the relevant time, Mr M had... (2 pages)View decision
