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 246785 results
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Decision Reference DRN-4326682
28 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4326682 The complaint Mr O held a current account with Santander UK Plc. Between July and September 2022, he invested a large amount of money in a cryptocurrency. He lost his investment, and he believes he was scammed into making it by a fraudster. Mr O used his Santander account to tr... (4 pages)View decision -
Decision Reference DRN-3766315
28 Sep 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3766315 The complaint Miss C complains about HSBC UK Bank Plc. She says that HSBC didn’t do enough to protect her when she became the victim of a scam and would like HSBC to refund her the money she has lost. What happened In February 2020, Miss C made contact with an individual throug... (3 pages)View decision -
Decision Reference DRN-4374320
28 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4374320 The complaint Mrs B and Miss B have complained about the fact Admiral Insurance (Gibraltar) Limited failed to properly update Miss B’s licence details under a car insurance policy when she passed her driving test. What happened Mrs B called Admiral to let them know Miss B had p... (2 pages)View decision -
Decision Reference DRN-4344676
28 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4344676 The complaint Mr C complains about the settlement he received from Admiral Insurance (Gibraltar) Limited after he made a claim under his motor insurance policy. What happened In April 2023, Mr C made a claim under his motor insurance policy with Admiral after his car was stolen... (2 pages)View decision -
Decision Reference DRN-3895337
28 Sep 2023 Phoenix Life Limited Not upheldInsuranceDRN-3895337 The complaint Mr R complains that Phoenix Life Limited cut the terminal bonus payable on his whole of life with-profits policy from over £2,000 in 2020, to zero in 2022. What happened Mr R took out a regular premium, with-profits whole of life policy in early 1978. I understand... (3 pages)View decision -
Decision Reference DRN-4340484
28 Sep 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4340484 The complaint Mr B and Mrs B have complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under a home insurance policy. What happened Mr B and Mrs B contacted Lloyds to make a claim for storm damage. Lloyds declined the claim for the external d... (3 pages)View decision -
Decision Reference DRN-4360549
28 Sep 2023 U K Insurance Limited Not upheldInsuranceDRN-4360549 The complaint Mrs D complains that UK Insurance Limited trading as Privilege haven’t given her a fair settlement valuation for her car after it was deemed a total loss. What happened In May 2023 Mrs D made a claim on her car insurance policy following an accident. UKI collecte... (2 pages)View decision -
Decision Reference DRN-4296204
28 Sep 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4296204 The complaint Miss W is unhappy HSBC UK Bank Plc declined her application for an overdraft facility on her student current account. What happened The details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my rea... (2 pages)View decision -
Decision Reference DRN-4271622
28 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4271622 The complaint Mrs S complains that HSBC UK Bank Plc (HSBC) defaulted her account. What happened Mrs S had a credit card from HSBC. In 2022, she was made redundant and couldn’t easily find another job. She ran into financial difficulty and in January 2023, HSBC agreed a payment ... (3 pages)View decision -
Decision Reference DRN-4084753
28 Sep 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4084753 The complaint Mrs and Mr M are unhappy with payment notifications they received from Barclays Bank UK PLC. What happened Mrs and Mr M received a notification from Barclays that a payment was to be taken from their account. But the notification didn’t state to which company the ... (2 pages)View decision
