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 364862 results
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Decision Reference DRN-4446001
20 Feb 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4446001 The complaint A company, which I’ll refer to as S complains that ClearBank Limited (‘ClearBank’) won’t refund the money S lost in a scam. Mrs S, who is a director of S brings the complaint on S’s behalf. What happened S is represented in this case but for ease I’ll refer to S a... (3 pages)View decision -
Decision Reference DRN-4360895
19 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4360895 The complaint G, a limited company, complains that Santander UK Plc didn’t do enough to prevent the loss it suffered when it sent money to a Santander account as the result of a scam. Mr P (a director of G) brings the complaint on its behalf and has used a claims management com... (4 pages)View decision -
Decision Reference DRN-4204040
19 Feb 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4204040 The complaint Miss L complains about a car she acquired under a hire purchase agreement funded by Close Brothers Limited. What happened In February 2021 Miss L entered into a regulated personal contract purchase agreement with Close Brothers Limited for a used car. The car was ... (3 pages)View decision -
Decision Reference DRN-4478871
19 Feb 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4478871 The complaint Mr C has complained about the service he received from Domestic & General Insurance PLC (D&G) when he experienced problems with his domestic boiler. I previously issued a provisional decision in this case with which D&G has agreed. Mr C made some obser... (4 pages)View decision -
Decision Reference DRN-4631720
19 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4631720 The complaint Mrs H complains that Barclays Bank UK PLC delayed sending her title deeds. As a result she missed the chance to re-mortgage before rates increased. What happened Mrs H received an offer for an equity release mortgage. She needed her property title deeds to complet... (2 pages)View decision -
Decision Reference DRN-4410244
19 Feb 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4410244 The complaint Mr N says ReAssure Limited is responsible for poor handling of his pension. Amongst other matters he identifies the provision of incorrect or incomplete information, inadequate processes and delays. He says he also incurred unnecessary tax charges. What happened M... (7 pages)View decision -
Decision Reference DRN-4533773
19 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4533773 The complaint Ms K complains Nationwide Building Society (“Nationwide”) blocked and closed some of her accounts without notice nor explanation. Ms K say Nationwide’s actions caused her financial loss, distress, and inconvenience given she was on holiday and left without access ... (4 pages)View decision -
Decision Reference DRN-4526389
19 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4526389 The complaint Mrs R complains that Admiral Insurance (Gibraltar) Limited provided misinformation to her about her motor insurance policy excess. Reference to Mrs R may include the named driver. What happened Mrs R says that following an incident in which her car was damaged, th... (2 pages)View decision -
Decision Reference DRN-4352315
19 Feb 2024 Allium Money Limited UpheldConsumer CreditDRN-4352315 The complaint Mrs T complains that Allium Money Limited won’t refund to her the money that she paid for some holiday club membership points. Her husband is also involved in her complaint and she’s being represented by a claims management company. What happened Mrs T and her hus... (5 pages)View decision -
Decision Reference DRN-4631558
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4631558 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision
