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 381196 results
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Decision Reference DRN-4839329
29 Sep 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4839329 The complaint Mr M is unhappy with his private medical insurance with BUPA Insurance Limited (BUPA). What happened Mr M has a private medical insurance underwritten by BUPA. The policy has been in place since 2004. In 2022 BUPA changed the wording in their policy terms reg... (4 pages)View decision -
Decision Reference DRN-4672239
28 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-4672239 The complaint Mr T complains about delays in Ageas Insurance Limited’s handling of his claim. What happened Mr T made a claim for a collapsed wall in a property that he owns and rents out to tenants. Ageas accepted the claim in March 2023 and Mr T received the settlement in ... (2 pages)View decision -
Decision Reference DRN-5049940
28 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5049940 The complaint Mr O complains Barclays Bank UK PLC, trading as Barclaycard, closed his credit card and unfairly registered a default against him after clearing his bank account balance. Mr O says Barclays have discriminated against him bason on a protected characteristic. To ... (6 pages)View decision -
Decision Reference DRN-5049870
28 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5049870 The complaint U complain HSBC UK Bank Plc (“HSBC”) restricted their business account and withheld their funds causing significant financial loss, inconvenience, and loss of reputation. What happened The details of this complaint are well known by both parties, so I won’t rep... (7 pages)View decision -
Decision Reference DRN-4840388
28 Sep 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4840388 The complaint Mr and Mrs A complain that Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly declined a claim made for fire damage to their rental property. Any references to Chaucer in this decision include its appointed agents. What happened In Novem... (2 pages)View decision -
Decision Reference DRN-5049908
28 Sep 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5049908 The complaint A limited company, I’ll refer to as ‘S’, complains that Zempler Bank Limited (“Cashplus”) didn’t refund fraudulent transactions in a timely manner – leading to fines from HMRC. What happened In January 2024 S’s director was abroad when he was the victim of a sc... (3 pages)View decision -
Decision Reference DRN-5049840
28 Sep 2024 Close Asset Management Limited Not upheldPensions and AnnuitiesDRN-5049840 The complaint Close Asset Management Limited trading as Close Brothers Asset Management (“CBAM”) manage six investment portfolios on behalf of Mr N and his wife. He complains that CBAM failed to tell him about product and transaction costs deducted from his portfolios or tha... (3 pages)View decision -
Decision Reference DRN-4968743
28 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4968743 The complaint Mrs J complains Nvayo Limited (“Nvayo”), trading as Club Swan, blocked her account and withheld the funds in it. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on sett... (3 pages)View decision -
Decision Reference DRN-4947562
28 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4947562 The complaint Mr L complains Nvayo Limited (“Nvayo”) blocked his account and withheld the funds in it. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some of the key ... (3 pages)View decision -
Decision Reference DRN-4339012
27 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4339012 The complaint Mrs C and Mr W complain that HSBC UK Bank Plc trading as First Direct (“HSBC”) failed to provide them with historic account statements. For ease, I will refer to most actions and comments as those of Mrs C. What happened Mrs C and Mr W had a joint account wit... (5 pages)View decision
