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 381082 results
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Decision Reference DRN-5120511
12 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5120511 The complaint Ms H complains about a failed cash withdrawal from her account with HSBC UK Bank Plc (HSBC) at an ATM at another bank. What happened On 12 August 2024 at 11.14am, Ms H visited a branch of another bank to make a cash withdrawal of £210 from her HSBC account, usi... (3 pages)View decision -
Decision Reference DRN-5102412
12 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5102412 The complaint Miss L has complained that Revolut Ltd (“Revolut”) failed to protect her from a “safe account” impersonation scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key poi... (4 pages)View decision -
Decision Reference DRN-5062795
12 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5062795 The complaint Mr H complains Barclays Bank UK PLC, trading as Barclaycard, closed his credit card account with immediate effect and without providing the contractual two months’ notice. Mr H says this has caused him the loss of an essential financial service, worry about his... (3 pages)View decision -
Decision Reference DRN-4884163
12 Dec 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4884163 The complaint Mr W and Ms W complain about the interest Scottish Widows Limited applied to the proceeds of a matured endowment policy which they didn’t immediately claim. What happened Mr and Mrs W had an endowment policy which they’d taken out to cover part of their mortgag... (3 pages)View decision -
Decision Reference DRN-5115402
12 Dec 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5115402 The complaint Mr and Mrs R complain about AA Underwriting Insurance Company Limited’s decision to decline their home insurance claim. What happened Mr and Mrs R made a claim in April 2024, for storm damage to their roof. They said hip tiles were dislodged following a storm. ... (3 pages)View decision -
Decision Reference DRN-5207353
12 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5207353 The complaint Mr and Mrs W complain that esure Insurance Limited (“esure”) unfairly declined their claim for damage to windows caused by a storm, under their home buildings insurance policy. What happened Mr and Mrs W’s roof and windows were damaged during a storm on 20 Oct... (4 pages)View decision -
Decision Reference DRN-5157234
12 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5157234 The complaint Mr G complained about how esure Insurance Limited dealt with a third party’s claim under his motor insurance policy. What happened Mr G’s car made contact with a parked car in a car park. Mr G said that the third party’s car wasn’t entitled to be parked there a... (3 pages)View decision -
Decision Reference DRN-5025720
12 Dec 2024 Vitality Life Limited UpheldInsuranceDRN-5025720 The complaint Ms M is unhappy that, on occasions, Vitality Life Limited didn’t pay the monthly benefits due under an income protection insurance policy (‘the policy’) on time. What happened Ms M had a claim accepted on the policy and Vitality has been paying the monthly ben... (3 pages)View decision -
Decision Reference DRN-5048967
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5048967 The complaint Miss S complains Monzo Bank Ltd registered a fraud marker at Cifas, the national fraud database. She doesn’t think it’s done so fairly. What happened A summary of what happened is below. Miss S held an account with Monzo. On 5 March 2024, it was credited with ... (3 pages)View decision -
Decision Reference DRN-5178491
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5178491 The complaint Miss S complains Santander UK Plc (“Santander”) closed her account after 30 days’ notice in December 2023 because of a fraud marker which had incorrectly been registered against her by another bank in 2021. Miss S is also unhappy Santander demanded full payment... (6 pages)View decision
