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 371485 results
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Decision Reference DRN-4919337
29 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4919337 The complaint Mr and Mrs M complain about how West Bay Insurance Plc (“West Bay”) settled a claim they made on their home insurance policy following a fire at a neighbouring property. West Bay are the underwriters of this policy, i.e. the insurer. Part of this complaint con... (6 pages)View decision -
Decision Reference DRN-4931466
29 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4931466 The complaint Mr J has complained about his car insurer Advantage Insurance Company Limited regarding its handling of a claim made against his policy by a third-party and its refusal to offer renewal of the policy. What happened Advantage was notified by a third-party of an... (2 pages)View decision -
Decision Reference DRN-4366924
29 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4366924 The complaint Mrs S complains, via her relative, that Santander UK Plc has not paid her interest at the correct rate on her savings account. She wants Santander to pay the interest shortfall that she should’ve been getting for all the years the accounts been open. What happe... (2 pages)View decision -
Decision Reference DRN-4934396
29 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4934396 The complaint Miss P complains that Santander UK Plc didn’t do enough to protect her when she fell victim to a job scam. What happened Miss P and her ex-partner were looking for work and were contacted by someone on Whatsapp setting out a job opportunity. Miss P has explaine... (5 pages)View decision -
Decision Reference DRN-4935417
29 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4935417 The complaint Miss G is unhappy that Barclays Bank UK PLC defaulted her account and feels that she wasn’t provided with appropriate support from Barclays in consideration of her difficult personal circumstances. Summary of what happened Miss G suffers with a long-term medica... (3 pages)View decision -
Decision Reference DRN-4718906
29 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4718906 The complaint Mr B complains Clydesdale Bank Plc trading as Virgin Money (Virgin) have acted unfairly by not refunding the deposit he made towards a holiday, using his credit card. A representative has supported Mr B in making this complaint, but for simplicity I’ll refer t... (5 pages)View decision -
Decision Reference DRN-4583028
29 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4583028 The complaint F, a limited company, complains that Starling Bank Limited (‘Starling’) decided to close its business account in response to a fraud marker it says was inaccurate. F’s complaint has been brought to this service by its director Mr B. For simplicity I’ll refer si... (3 pages)View decision -
Decision Reference DRN-4893162
29 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4893162 The complaint Mr E and Mrs E complain that HSBC UK Bank Plc hasn’t refunded them in relation to a coat purchased from a retailer which was faulty. What happened In November 2021 Mr E purchased a coat from a retailer for £192 using his John Lewis Partnership Card provided via... (3 pages)View decision -
Decision Reference DRN-4834226
29 Jul 2024 Salary Finance Limited UpheldConsumer CreditDRN-4834226 The complaint Ms M complained that Salary Finance Limited (“Salary Finance”) irresponsibly granted her three personal loans (in January 2019, May 2021, and February 2022) that she couldn’t afford to repay. What happened Ms M took out the first loan in January 2019. The amou... (5 pages)View decision -
Decision Reference DRN-4858165
29 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4858165 The complaint G, a limited company, complains that Starling Bank Limited unreasonably restricted their account, and then removed funds without permission. The account was later closed. G is represented by a director, Mr J. What happened In July 2023 G’s account received a ... (3 pages)View decision
