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 380712 results
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Decision Reference DRN-5120968
4 Nov 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5120968 The complaint Mr and Mrs R complain about the handling of their buildings insurance claim by Lloyds Bank General Insurance Ltd (‘Lloyds’). A large part of this complaint concerns Mr and Mrs R’s unhappiness with agents acting on behalf of Lloyds. For clarity, as Lloyds have a... (4 pages)View decision -
Decision Reference DRN-4950974
4 Nov 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4950974 The complaint Mrs and Mr W complain that AXA PPP Healthcare Limited has turned down a claim Mrs W made on their personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I... (5 pages)View decision -
Decision Reference DRN-4894629
4 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4894629 The complaint Mr L is unhappy that Wise Payments Limited (Wise) won’t refund payments he made as a result of a scam. What happened Mr L fell victim to an impersonation scam. In February 2024, he received a call from someone pretending to be from HMRC, and they persuaded hi... (2 pages)View decision -
Decision Reference DRN-4641371
4 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4641371 The complaint Mr C complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2022 Mr C saw an advert in which a well-... (3 pages)View decision -
Decision Reference DRN-5123893
4 Nov 2024 Hill Mathieson Limited Not upheldInsuranceDRN-5123893 The complaint Mr L complains about Hill Mathieson Limited (“HM”)’s handling of his buildings insurance claim. All references to HM also include its appointed agents. What happened What my findings consider I’m aware Mr L has raised several concerns regarding what’s happened... (6 pages)View decision -
Decision Reference DRN-5081299
4 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5081299 The complaint Mr M complains about British Gas Insurance Limited (“BGIL”) and the service they provided after he made a claim on his Homecare cover. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologi... (4 pages)View decision -
Decision Reference DRN-5123817
4 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5123817 The complaint Mrs H complains about the way Amtrust Europe Limited handled a claim she made on her building warranty. Any reference to Amtrust also includes its agents, unless set out otherwise. Mrs H is being represented in bringing this complaint by a representative, Mr B.... (4 pages)View decision -
Decision Reference DRN-5123064
4 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5123064 The complaint E, a charity, complains about the service they received from Barclays Bank UK PLC when trying to set up a bank account. They’d like to be appropriately compensated. What happened E is represented by Mrs M, a trustee. The background to this dispute is well know... (2 pages)View decision -
Decision Reference DRN-5123571
4 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5123571 The complaint Mr O complains that Barclays Bank UK Plc (Barclays) closed his account and registered a Cifas marker against him without due cause. What happened Mr O opened a bank account with Barclays in September 2023 but in October 2023 Barclays closed this account without... (4 pages)View decision -
Decision Reference DRN-4758664
4 Nov 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4758664 The complaint Mr B complains that TSB Bank plc unreasonably registered a default on his credit file, despite his attempts to pay off the debt. (This decision relates solely to Mr B’s complaint about the default. I acknowledge that Mr B has also complained that TSB closed hi... (5 pages)View decision
