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 369228 results
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Decision Reference DRN-4747058
23 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4747058 The complaint Mr M has complained that Barclays Bank UK PLC, trading as Barclaycard, sent an email regarding his account to his ex-wife. What happened Mr M discovered that his ex-wife had been sent an email relating to his Barclaycard account. He complained about this, and it t... (2 pages)View decision -
Decision Reference DRN-4756815
23 Apr 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4756815 The complaint Mr and Mrs Q complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. What happened Mr and Mrs Q are insured under a single trip ‘Super Plus’ policy, provided by IPA. Mr and Mrs Q were due to travel abroad but t... (3 pages)View decision -
Decision Reference DRN-4385009
23 Apr 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4385009 The complaint Mrs W complains that she was mis-sold an ISA by Bank of Scotland plc (BoS) – she states that the investment fund carried a higher level of risk than she was willing to take. Mrs W’s complaint has been brought by a third party however for the sake of clarity I will... (4 pages)View decision -
Decision Reference DRN-4689841
23 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4689841 The complaint Mr R complains that TSB Bank plc have been unable to retrieve funds he sent to a wrong account. Mr R is also unhappy that TSB closed his accounts and the service he received. What happened Mr R had a current account and savings account with TSB. In September 2023,... (5 pages)View decision -
Decision Reference DRN-4686666
23 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4686666 The complaint Mr W complains that Metro Bank PLC (‘Metro’) won’t refund the money he says was lost as the result of a scam. What happened Mr W says he made an agreement with his friend (who I’ll refer to as M) to become a joint owner of M’s mother’s house – based on Mr W making... (3 pages)View decision -
Decision Reference DRN-4746503
23 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4746503 The complaint Ms A complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost as the result of a scam. What happened In 2022, Ms A needed building work completed on her home. Ms A says she got quotes and selected a builder who I’ll refer to as M. M said they worke... (5 pages)View decision -
Decision Reference DRN-4610883
22 Apr 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4610883 The complaint Ms T complains that Marks and Spencer Financial Services Plc trading as M&S Bank addressed her credit card statements incorrectly. What happened Ms T holds a credit card account with M&S. She has moved several times in recent years and on each occasions ha... (2 pages)View decision -
Decision Reference DRN-4691619
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4691619 The complaint Mr N complains that National Westminster Bank Plc (NWest) blocked a payment to a crypto exchange. What happened On 19 November 2023, Mr N attempted to make a payment of £8,000 to a crypto exchange (which I will call ‘A’). NWest blocked the payment and it wasn’t ma... (3 pages)View decision -
Decision Reference DRN-4756719
22 Apr 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4756719 The complaint Mr and Mrs W complain that National Savings and Investments (NS&I) incorrectly returned two payments they made. Mr and Mrs W also complain about the information and service provided by NS&I. What happened The background to this complaint and my initial con... (4 pages)View decision -
Decision Reference DRN-4757165
22 Apr 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4757165 The complaint Mrs O has complained about the way AA Underwriting Insurance Company Limited (AAUW) handled her claim under her After The Event (ATE) insurance policy. What happened Mrs O’s car was damaged in an accident when another vehicle hit the rear passenger side. She conta... (3 pages)View decision
