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 360264 results
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Decision Reference DRN-4549464
6 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4549464 The complaint Mr K is unhappy with how Santander UK Plc handled his request for help to recover his money through the chargeback process. What happened In early August 2023 Mr K purchased three concert tickets using his Santander debit card. The concert was scheduled for a coup... (3 pages)View decision -
Decision Reference DRN-4493676
6 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4493676 The complaint M, a limited company complains about the way that Barclays Bank UK PLC handled its business bank account. M is represented in its complaint by a director of M, Mr B. What happened Mr B says he has been trying to negotiate the repayment of M’s overdraft since March... (3 pages)View decision -
Decision Reference DRN-4653495
6 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4653495 The complaint Mr C complains that National Westminster Bank Plc closed his accounts with no explanation. He would like compensation for the stress and anxiety caused. What happened Mr C had a current account, a savings account and a credit card with NatWest. Following a review ... (2 pages)View decision -
Decision Reference DRN-4584581
6 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4584581 The complaint Mr K complains that Lloyds Bank PLC credited the wrong amount for a cheque he paid in at its branch and he was then dissatisfied with the service he received. Mr K would like to be reimbursed for his wasted time. What happened In October 2023 Mr K went to Lloyds’ ... (2 pages)View decision -
Decision Reference DRN-4660117
6 Mar 2024 Ls Claims Ltd UpheldClaims ManagementDRN-4660117 The complaint Mr G complains about Ls Claims Ltd (“LCL”) and an invoice he received in error in August 2023, alongside the service LCL provided to him when he questioned the validity of this invoice. What happened The claim and complaint circumstances are well known to both par... (4 pages)View decision -
Decision Reference DRN-4528747
6 Mar 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4528747 The complaint Mr and Mrs M complain that Clydesdale Bank Plc (trading as Virgin Money) (“VM”) lost documents relating to their property. What happened Mr and Mrs M had a mortgage with VM. Mr M says that when they paid off the mortgage in 2023 he paid VM to return the title deed... (2 pages)View decision -
Decision Reference DRN-4653805
6 Mar 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4653805 The complaint Mr L has complained about the way Domestic & General Insurance Plc (“D&G”) dealt with a claim he made under his home emergency insurance policy. Reference to D&G includes its agents and representatives. What happened Mr L had a D&G policy to cover... (2 pages)View decision -
Decision Reference DRN-4664463
6 Mar 2024 Unum Ltd UpheldInsuranceDRN-4664463 The complaint Mr O complains that Unum Ltd hasn’t accepted his income protection insurance claim. What happened Mr O was previously insured under his employer’s group income protection policy with Unum. The policy paid benefit in the event Mr O couldn’t work in his own occupati... (3 pages)View decision -
Decision Reference DRN-4617649
6 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4617649 The complaint Mr A complains that Barclays Bank UK PLC won’t refund him the money he transferred to a travel agent who failed to provide the trip he paid for. What happened Mr A has explained he was looking to complete a religious pilgrimage and that he was provided with detail... (3 pages)View decision -
Decision Reference DRN-4381802
6 Mar 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4381802 The complaint Mr and Mrs A complain about how HDI Global Specialty SE (“HDI”) dealt with a claim they made on their home insurance policy. HDI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of it... (3 pages)View decision
