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-4659347
5 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4659347 The complaint Mr and Mrs C complain about Liverpool Victoria Insurance Company Limited (LV)’s handling of their buildings insurance claim. All references to LV also include its appointed agents. What happened Below is intended to be a summary of what happened and does not there... (4 pages)View decision -
Decision Reference DRN-4649770
5 Mar 2024 Barclays Bank Plc Not upheldBanking and PaymentsDRN-4649770 The complaint Mr N complains about the reliability of a card terminal provided to him by Barclays Bank Plc and their lack of assistance in helping him to resolve the issues with the terminal. What happened Mr N is a sole trader whose business mainly takes place at markets and t... (3 pages)View decision -
Decision Reference DRN-4663807
5 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4663807 The complaint A company which I’ll call ‘M’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on M’s behalf by one of their directors, Mr M. What happened M held a business current account with Barclays. In 201... (4 pages)View decision -
Decision Reference DRN-4587490
5 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4587490 The complaint Mr C complains Barclays Bank UK PLC didn’t stop fraud on his credit card and didn’t respond correctly when he reported the fraud. He also complains he’s not been put back into the position he was before the fraud. What happened Mr C has a credit card with Barclayc... (2 pages)View decision -
Decision Reference DRN-4641026
5 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4641026 The complaint Mr A complains that HSBC UK Bank Plc placed a block on his credit card due to suspected fraud. He’s unhappy with HSBC’s handling of this matter, including their fraud procedures, and the impact this had on him while he was abroad. Mr A wants to be compensated for ... (7 pages)View decision -
Decision Reference DRN-4341412
5 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4341412 The complaint Miss F and Mr M have complained that Barclays Bank UK PLC (“Barclays”) closed their accounts. Miss F and Mr M are also unhappy about the amount of time and effort it took to arrange for the balance of their accounts to be paid to them. What happened Barclays wrote... (6 pages)View decision -
Decision Reference DRN-4659172
5 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4659172 The complaint Mr F complains that Nationwide Building Society won’t refund money he lost when he was a victim of an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2020 Mr F fell vi... (3 pages)View decision -
Decision Reference DRN-4631117
5 Mar 2024 Post Office Management Services Limited UpheldInsuranceDRN-4631117 The complaint Mr and Mrs C are unhappy that Post Office Management Services Limited mis-sold them a travel insurance policy. 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 giving reasons for ... (2 pages)View decision -
Decision Reference DRN-4663575
5 Mar 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4663575 The complaint Ms B has complained that Inter Partner Assistance SA (Inter) refused to pay for damage to her car she says was caused by a recovery agent. Ms B sought assistance under the breakdown recovery section of her car insurance policy. All reference to the insurer Inter i... (3 pages)View decision -
Decision Reference DRN-4240231
5 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4240231 The complaint A company which I’ll call ‘C’ complains that Metro Bank PLC treated them unfairly when it closed their account. The complaint is brought on C’s behalf by their directors, Mrs M and Mr R. What happened C told us: They held a business current account with Metro. In... (2 pages)View decision
