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 364422 results
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Decision Reference DRN-4399460
16 Feb 2024 Genistar Limited Not upheldInsuranceDRN-4399460 The complaint Mrs O complains about Genistar Limited (‘Genistar’). She complains that Genistar sent incorrect information to an insurer when she was starting a life and critical illness policy. This led to a claim she wanted to make being rejected. Mrs O is represented by her h... (4 pages)View decision -
Decision Reference DRN-4573971
16 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4573971 The complaint X complains that HSBC UK Bank Plc did not refund a series of payments he lost as part of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail again here. In summary X was introduced to an investment v... (3 pages)View decision -
Decision Reference DRN-4457793
16 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4457793 The complaint Mr and Mrs M have complained about a mortgage they hold with Bank of Scotland plc trading as Halifax. They’re unhappy about the rate of interest they’ve been charged. Mr and Mrs M were originally represented in bringing this complaint but are now complaining direc... (3 pages)View decision -
Decision Reference DRN-4626120
16 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4626120 The complaint Mrs C and Mr P have complained that Great Lakes Insurance SE (‘Great Lakes’) has unfairly declined their claim. All reference to Great Lakes includes any agents acting on its behalf. What happened Mrs C and Mr P have a travel insurance policy underwritten by Great... (2 pages)View decision -
Decision Reference DRN-4511373
16 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4511373 The complaint Mr and Mrs C have complained that Barclays Bank UK PLC (“Barclays”) closed their account after they’d updated their address to a UK address. What happened Barclays wrote to Mr and Mrs C on 10 October 2022 to say that it was applying limitations on accounts registe... (3 pages)View decision -
Decision Reference DRN-4620939
16 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4620939 The complaint Mr G has complained about the amount AXA Insurance UK Plc has offered to settle a claim he made on his buildings insurance policy. Reference to AXA includes its agents and representatives. What happened As the circumstances of this complaint aren’t in dispute, I’l... (3 pages)View decision -
Decision Reference DRN-4477330
16 Feb 2024 Countrywide Assured Plc UpheldInsuranceDRN-4477330 The complaint Mr K complains about a policy that is now owned by Countrywide Assured Plc (‘Countrywide’). He has complained about the lack of response from Countrywide about his requests for information, and the poor customer service he says he has received in general. He has a... (4 pages)View decision -
Decision Reference DRN-4624944
16 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4624944 The complaint Mr and Mrs L, who were partners in a business partnership, are unhappy that HSBC UK Bank Plc didn’t make it clear when they applied for a Bounce Back Loan (BBL) that they would remain personally liable for the loan amount if their business ceased trading. What hap... (3 pages)View decision -
Decision Reference DRN-4594142
16 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4594142 The complaint Miss L complaints that Santander UK Plc unfairly blocked and reported her accounts, which led to her funds being confiscated. She’d like compensation and for the funds to be returned to her. What happened The background to this case is well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4617852
16 Feb 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4617852 The complaint Mr M complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr M entered into a conditional sale agr... (4 pages)View decision
