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 365360 results
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Decision Reference DRN-4503704
22 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4503704 The complaint Mr W and Mrs J complain that HSBC UK Bank Plc incorrectly charged them exchange fees of £1,795.84 for a foreign currency transaction. I have just referred to Mr W in this decision. What happened On 23 May 2023, Mr W sent £49,900 to his sister overseas via HSBC’s o... (4 pages)View decision -
Decision Reference DRN-4506924
22 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4506924 The complaint Miss J complains that, after an initial commitment, Barclays Bank UK PLC are refusing to provide a full and immediate refund of her direct debits which she believes is required under the Direct Debit Guarantee scheme. What happened Miss J contacted Barclays to rai... (3 pages)View decision -
Decision Reference DRN-4518124
22 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4518124 The complaint Mr A complains that Barclays Bank UK PLC hasn’t taken his personal circumstances into account or provided the assistance it should have when he has explained his financial difficulties. What happened Mr A says that Barclays hasn’t adequately considered his persona... (3 pages)View decision -
Decision Reference DRN-4543999
22 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4543999 The complaint Mr C has complained NewDay Ltd are holding him liable for the debt on a credit card account which he didn’t open. What happened A credit card account was opened with AO in Mr C’s name in May 2023. This is operated by NewDay. Within the first few days of the accoun... (2 pages)View decision -
Decision Reference DRN-4476925
22 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4476925 The complaint Mr C complains that when he redeemed his mortgage with Bank of Scotland plc trading as Halifax it failed to return to him the title deeds to his property. Mr C said he’d complained about this since, but Halifax just wasn’t looking for the documents it had lost. Wh... (3 pages)View decision -
Decision Reference DRN-4536788
22 Feb 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4536788 The complaint Mr R has complained Vanquis Bank Limited won’t refund £680 for a transaction he didn’t authorise. What happened Mr R has held a credit card account with Vanquis for about 10 years. In 2023 He contacted Vanquis to tell them he’d seen a transaction for £680 on his a... (2 pages)View decision -
Decision Reference DRN-4305481
22 Feb 2024 ReAssure Limited Not upheldInsuranceDRN-4305481 The complaint Mr P has complained about premium increases, the administration and other issues relating to a life policy he took out with (the predecessor business of) ReAssure Limited (‘ReAssure’). To put the matter right Mr P wants a rebate of the life assurance premiums paid... (6 pages)View decision -
Decision Reference DRN-4589447
22 Feb 2024 Newstead Clark Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4589447 The complaint Mr B complains that he was unsuitably advised by Newstead Clark Financial Services Ltd regarding the choice of pension provider for his transferred occupational pension scheme benefits. What happened In October 2020 Mr B was thinking of transferring his defined be... (4 pages)View decision -
Decision Reference DRN-4481945
22 Feb 2024 Right to Health LIMITED UpheldInsuranceDRN-4481945 The complaint Mr and Mrs W complain that Right to Health Limited mis-sold private medical insurance. What happened Mr and Mrs W had private medical insurance with another insurer (A). Mr W spoke with Right to Health as his renewal costs for February 2022 had increased. Right to... (3 pages)View decision -
Decision Reference DRN-4610848
22 Feb 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4610848 The complaint Mrs W complains The National Farmers' Union Mutual Insurance Society Limited (NFU) unfairly handled her claim on her home insurance policy. There are several parties and representatives of NFU involved throughout the complaint but for the purposes of this com... (3 pages)View decision
