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 370149 results
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Decision Reference DRN-4510013
29 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4510013 The complaint Mrs P is unhappy with the time it took Barclays Bank UK PLC to complete the transfer of her Additional Permitted ISA Subscriptions. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. Bu... (4 pages)View decision -
Decision Reference DRN-4784333
29 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4784333 The complaint Mr P complains that HSBC UK Bank Plc unfairly blocked his attempted transactions. What happened Mr P says he tried to make two payments to his own account from his HSBC account. He says the payments were blocked by HSBC which meant he lost interest. Mr P says HSBC... (2 pages)View decision -
Decision Reference DRN-4794302
29 May 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4794302 The complaint Mrs H complains that First Response Finance Ltd (First Response) irresponsibly granted her a hire purchase agreement that she couldn’t afford to repay. What happened In March 2023 Mrs H acquired a vehicle financed by a hire purchase agreement from First Response. ... (3 pages)View decision -
Decision Reference DRN-4822714
29 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4822714 The complaint Mr B complains that Lloyds Bank General Insurance Limited (Lloyds) has declined a home insurance claim for damage to his property. What happened Mr B has a home insurance policy underwritten by Lloyds. He also has home emergency insurance cover attached to the pol... (4 pages)View decision -
Decision Reference DRN-4670505
29 May 2024 Covea Insurance plc Not upheldInsuranceDRN-4670505 The complaint Mr K has complained that Covea Insurance plc declined a claim for unemployment that he made on his credit card payment protection insurance policy. What happened Mr K lost his job in March 2023 and so made a claim on the policy. However, it was declined by Covea o... (2 pages)View decision -
Decision Reference DRN-4704464
29 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4704464 The complaint Mr and Mrs J have complained that it is unfair that National Westminster Bank Plc “NatWest” doesn’t pay credit interest on their fee-paying Premier Reward Black account. What happened Mr and Mrs J complained to NatWest and questioned how NatWest deemed it to be fa... (3 pages)View decision -
Decision Reference DRN-4800148
29 May 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4800148 The complaint Mr H complains Liverpool Victoria Insurance Company Limited (“LV”) didn’t treat him fairly when he made a claim against his motor insurance policy. What happened Mr H had a motor insurance policy with LV. On 16 August 2023 Mr H was in a car accident and made a cla... (2 pages)View decision -
Decision Reference DRN-4822062
29 May 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4822062 The complaint Mr C complains about the way Ocaso SA, Compania de Seguros y Reaseguros (“Ocaso”) handled a claim under a buildings insurance policy. Mr C is being represented in this case. For ease of reading, in this decision I’ll refer to both Mr C and his representative as “M... (4 pages)View decision -
Decision Reference DRN-4500696
29 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4500696 The complaint Mrs N complains that a chargeback she raised with Nationwide Building Society (“NBS”) wasn’t successful. She says she followed NBS’ advice, but she’s not received the refund she’s entitled to. Mrs N is represented in her complaint. For ease of reading, any referen... (5 pages)View decision -
Decision Reference DRN-4771955
29 May 2024 Santander UK Plc Not upheldInvestmentsDRN-4771955 The complaint Mr H has complained that he thought Santander UK Plc (‘Santander’) was looking after his investment on his behalf. But he thinks that this has not happened as the investment lost a lot of money. He would like Santander to return the money that he has lost. What ha... (4 pages)View decision
