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-4648804
27 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4648804 The complaint Mr G complains that Barclays Bank UK PLC incorrectly closed the bank account he used for his sole trader business, which I’ll refer to as B, without warning. What happened B has banked with Barclays for over 33 years. In early November 2022, Mr G tried to access B... (5 pages)View decision -
Decision Reference DRN-4713034
27 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4713034 The complaint Ms C complains that HSBC UK Bank Plc won’t refund her the money she sent to a fraudster. Ms C has been professionally represented in bringing her complaint, but for the ease of reference, I’ll refer to any submissions and comments made as being made by Ms C hersel... (5 pages)View decision -
Decision Reference DRN-4710929
27 Mar 2024 Nationwide Building Society UpheldMortgagesDRN-4710929 The complaint Mrs J complains that Nationwide Building Society caused delay and then withdrew a mortgage offer, which caused her to lose the property she wanted to buy. What happened Mrs J applied, through a broker, for a mortgage with Nationwide. She was looking to sell her ex... (8 pages)View decision -
Decision Reference DRN-4480922
27 Mar 2024 QIC Europe Ltd UpheldInsuranceDRN-4480922 The complaint Mr L complains QIC Europe Ltd’s handling of his property insurance claim has been unsatisfactory. QIC’s been represented by agents for the claim and complaint. For simplicity I’ve referred to the agents’ actions as being QIC’s own. What happened In December 2022 M... (7 pages)View decision -
Decision Reference DRN-4533143
27 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4533143 The complaint Mr C complains about U K Insurance Limited (trading as NIG Insurance)’s handling of his buildings insurance claim. All references to Mr C also include any parties that may have corresponded on his behalf regarding this claim. For ease, I shall refer to U K Insuran... (3 pages)View decision -
Decision Reference DRN-4707596
27 Mar 2024 Monument Life Insurance Dac Not upheldInsuranceDRN-4707596 The complaint Mr C has complained that Monument Life Insurance Dac (‘Monument’) withdrew from the market and his protection policies were cancelled. What happened Monument wrote to Mr C to confirm that his income protection policy would be ending in June 2023. Mr C called and e... (2 pages)View decision -
Decision Reference DRN-4630632
27 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4630632 Complaint Mr A is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In November 2021, Mr A agreed to invest a significant sum of money in gold. A family member had recommended a business that could help him with such an ... (3 pages)View decision -
Decision Reference DRN-4535617
27 Mar 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4535617 The complaint Miss D complains that a car supplied with finance from BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”) wasn’t of satisfactory quality. What happened In May 2021 Miss D was supplied with a car and entered into a hire purchase agr... (4 pages)View decision -
Decision Reference DRN-4711452
27 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4711452 The complaint Mr S has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr S transferred his existing personal pensions to the SIPP to invest in a property-based investment scheme in Cape Verd... (26 pages)View decision -
Decision Reference DRN-4607891
27 Mar 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4607891 The complaint Miss W is unhappy with how Moneybarn No.1 Limited have recorded the payments she’s made under a conditional sale agreement on her credit file. What happened In June 2020, Miss W was supplied with a used car through a conditional sale agreement with Moneybarn. She ... (3 pages)View decision
