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 246785 results
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Decision Reference DRN-4238403
27 Oct 2023 Yorkshire Building Society Not upheldMortgagesDRN-4238403 The complaint Miss J complains that Yorkshire Building Society (YBS) has failed to treat her fairly when she’s tried to make changes to her mortgage that she holds with it. What happened Miss J has a mortgage with YBS which was taken out in 2017 as a joint mortgage with her ex-... (3 pages)View decision -
Decision Reference DRN-4339815
27 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4339815 The complaint Ms N complains that Barclays Bank UK PLC didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is w... (3 pages)View decision -
Decision Reference DRN-4378962
27 Oct 2023 QIC Europe Ltd UpheldInsuranceDRN-4378962 The complaint Mr and Mrs N are unhappy with the settlement provided by QIC Europe Limited after their home was damaged by an escape of water. Mr and Mrs N held buildings and contents insurance in joint names, underwritten by QIC. For ease of reading, I’ll refer only to Mrs N, a... (5 pages)View decision -
Decision Reference DRN-4322172
27 Oct 2023 HSBC UK Bank Plc UpheldInvestmentsDRN-4322172 The complaint Mr G complains about the amount of tax he’s paid on dividends received from shares he holds in his account with HSBC UK Bank Plc. What happened In 2019 Mr G purchased shares in Diversified Energy Company PLC (“DEC”) via his account with HSBC. DEC is a company base... (3 pages)View decision -
Decision Reference DRN-4387900
27 Oct 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4387900 The complaint Miss M complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kno... (4 pages)View decision -
Decision Reference DRN-4415996
27 Oct 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4415996 The complaint Mr and Mrs C complain about Advantage Insurance Company Limited’s [“Advantage”] poor communication, claim handling and delays following a claim they made on their buildings insurance policy for the damage caused by an escape of water. What happened Mrs C has led t... (3 pages)View decision -
Decision Reference DRN-4401013
27 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4401013 The complaint Ms H complains about the outcome of a claim she made to Santander UK Plc under Section 75 of the Consumer Credit Act 1974 What happened Ms H booked a package tour with a company I’ll call ‘L’ in 2020 and paid a deposit to them using her credit card with Santander ... (3 pages)View decision -
Decision Reference DRN-4380236
27 Oct 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4380236 The complaint Mr A complains that Admiral Insurance (Gibraltar) Limited damaged his television stand and speaker while in for repair. What happened Mr A had contents insurance, including accidental damage, underwritten by Admiral. He accidentally damaged his television (TV) whe... (3 pages)View decision -
Decision Reference DRN-4317206
27 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4317206 The complaint Mr B is unhappy that Santander UK Plc won’t refund money he says he lost to a scam. What happened It is undisputed that Mr B’s Santander debit card was used in connection with a transaction which took place on 30 September 2022. The amount of the transaction was £... (3 pages)View decision -
Decision Reference DRN-4408288
27 Oct 2023 AWP P&C SA UpheldInsuranceDRN-4408288 The complaint Mr A and Ms A complain about how AWP P&C SA handled their travel insurance claim and its poor service. My references to AWP include its agents. What happened Mr A and Ms A had travel insurance through a bank account. AWP is the insurer. They had to cancel thei... (3 pages)View decision
