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 380824 results
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Decision Reference DRN-4878776
30 Sep 2024 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-4878776 The complaint Mr O is unhappy Adrian Flux Insurance Services Group sold him a motor insurance policy in error. What happened Adrian Flux sold Mr O a motor insurance policy, and he paid the premium in full. However, the following day he was told the policy had been offered in... (2 pages)View decision -
Decision Reference DRN-4790678
30 Sep 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4790678 The complaint Mr C complained that Fairmead Insurance Limited were unfair in their handling of a claim he made for damage caused to his property – the claim related to subsidence. What happened Mr C had home insurance with Fairmead and made the aforementioned claim. Mr C wa... (3 pages)View decision -
Decision Reference DRN-5025956
30 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5025956 The complaint Mr H complains that Barclays Bank UK PLC unfairly placed a restriction on his account. What happened Mr H complained to Barclays after it restricted his current account for around ten days in June 2023. He’s unhappy because: At the time, Barclays didn’t expla... (4 pages)View decision -
Decision Reference DRN-5010166
30 Sep 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5010166 The complaint Mr R complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) failed to treat him fairly in the way it processed a pending transaction on his credit card account. What happened Mr R holds a credit card supplied by Tesco. On 18 April 2024 Mr R m... (3 pages)View decision -
Decision Reference DRN-4985383
30 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4985383 The complaint Mr G complains that Lloyds Bank Plc (Lloyds) won’t refund him money he lost in an investment scam. Mr G is represented by a third-party, but I’ll refer to Mr G only, for ease of reading. What happened The circumstances that led to this complaint are well know... (3 pages)View decision -
Decision Reference DRN-5030119
30 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5030119 The complaint Mr B complains about the way The National Farmers’ Union Mutual Insurance Society Limited (NFU) handled a claim against his car insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here in any det... (3 pages)View decision -
Decision Reference DRN-4800266
30 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4800266 The complaint Miss M complains that Santander UK Plc (“Santander”) failed to refund transactions she didn’t recognise. What happened Miss M noticed her card had been used by her (at the time) partner to make a number of transactions to a betting company I’ll refer to as P. M... (4 pages)View decision -
Decision Reference DRN-4684954
30 Sep 2024 Newbury Building Society UpheldBanking and PaymentsDRN-4684954 The complaint Miss C has complained that Newbury Building Society (“NBS”) marked her savings account as dormant without telling her. Miss C says that this prevented her from paying money into an ISA. What happened Miss C says that she went to withdraw money from her savings ... (3 pages)View decision -
Decision Reference DRN-4986022
30 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4986022 The complaint Mr R & X complain that Santander UK PLC unfairly closed their account, in this complaint how this affected Mr R. What happened On 4 September 2023, Mr R went into a branch of Santander to withdraw a large sum in cash from his current account. He was told by... (3 pages)View decision -
Decision Reference DRN-4873588
30 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4873588 The complaint Miss B complains that HSBC UK Bank Plc failed to refund transactions she didn’t recognise. What happened Miss B explained that she was moving to another country and was involved in a life changing accident that caused her to be in a coma for several months. The... (6 pages)View decision
