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 362196 results
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Decision Reference DRN-4646822
28 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4646822 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost through a failed investment. What happened Mr L’s complaint has been brought to our service by a professional representative. But, as the account is in Mr L’s name, I’ll refer to Mr L thr... (3 pages)View decision -
Decision Reference DRN-4681146
28 Mar 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4681146 Complaint Ms G has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says the payments were unaffordable. Background One of our investigators reviewed what Ms G and L2G had told us. And he thought that L2G hadn’t done anything wrong or treated her unfairly... (2 pages)View decision -
Decision Reference DRN-4642505
27 Mar 2024 ReAssure Limited UpheldInvestmentsDRN-4642505 The complaint Mr A complains about the very poor service he has received from ReAssure Limited since late 2021. To put matters right, Mr A wants ReAssure to put him in the position he would now be in, but for its errors and poor service, and to compensate him for the trouble an... (7 pages)View decision -
Decision Reference DRN-4542495
27 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4542495 The complaint Mr and Mrs B complain that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent them losing money to an alleged scam. Although the payment was made from an account held jointly by Mr and Mrs B, for ease of reading and as he’... (2 pages)View decision -
Decision Reference DRN-4630311
27 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4630311 The complaint Mr T complains about the way in which NewDay Ltd communicate credit limit decreases. He feels that their communication is misleading and deceptive. Mr T isn’t disputing the credit limit decreases themselves but feels that the wording of NewDay’s letters implies th... (2 pages)View decision -
Decision Reference DRN-4683261
27 Mar 2024 Quilter Mortgage Planning Limited UpheldInsuranceDRN-4683261 The complaint Mr G and Mrs G have complained about the service they received from Quilter Mortgage Planning Limited when setting up a term insurance policy. Mr G and Mrs G’s complaint is in fact about a firm of independent financial advisers, I’ll call ‘A’. But as A are appoint... (2 pages)View decision -
Decision Reference DRN-4442633
27 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4442633 The complaint D – a limited company – is complaining about the amount Covea Insurance plc paid to settle a claim it made on its commercial property insurance policy. D has been represented throughout the claim by a loss assessor. But, for ease of reference, I shall refer to any... (3 pages)View decision -
Decision Reference DRN-4710274
27 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4710274 The complaint Mr E and Ms F are complaining about the way AXA Insurance UK Plc has continued to handle a claim they made on their commercial property insurance policy. What happened In February 2022 Mr E and Ms F noticed some damp appearing on the walls of their property so the... (6 pages)View decision -
Decision Reference DRN-4672422
27 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4672422 The complaint Mr M complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-4337410
27 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4337410 The complaint Ms M complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both parties. So... (3 pages)View decision
