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 370149 results
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Decision Reference DRN-4597774
18 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4597774 The complaint Mr O has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2022 Mr O was told by HSBC that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS.... (2 pages)View decision -
Decision Reference DRN-4714471
18 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4714471 The complaint Mr C has complained about the way Aviva Insurance Limited handled a claim for burglary under his home insurance policy and about the settlement it offered him. What happened In September 2022 Mr C made a claim to Aviva after his home was burgled. Various items wer... (2 pages)View decision -
Decision Reference DRN-4683595
18 Apr 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-4683595 The complaint Miss M complains about the sale of a life insurance policy by Barclays Bank UK PLC. What happened In 2019, Miss M took out a life insurance policy through Barclays. The sale took place in a branch. However, she says she thought she’d taken out a pension, and only ... (2 pages)View decision -
Decision Reference DRN-4746418
18 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4746418 The complaint Mr F has complained Monzo Bank Ltd won’t refund money he lost as the result of a scam. What happened After expecting a pay-out following a car accident, Mr F was reviewing potential cryptocurrency investments. He joined a crypto investment group and got advice fro... (3 pages)View decision -
Decision Reference DRN-4452691
18 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4452691 The complaint Mr A says Lloyds Bank PLC unfairly closed his credit card account and without good reason. What happened Mr A held a credit card account with Lloyds. In May 2023, Lloyds wrote to him to say it would be closing the account in 65 days’ time. It subsequently closed t... (2 pages)View decision -
Decision Reference DRN-4710067
18 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4710067 The complaint Mr P has complained that Revolut Ltd (‘Revolut’) closed his account and returned money he’d received as rent back to sender. He wants his money to be returned to him, an apology and an explanation why the money was sent back. What happened Mr P opened an account ... (3 pages)View decision -
Decision Reference DRN-4533921
18 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4533921 The complaint Mr G complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like HSBC to refund him the money he has lost as a result. What happened In May 2020, Mr G made contact with an individual throug... (4 pages)View decision -
Decision Reference DRN-4670051
18 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4670051 Complaint Mr V is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr V was looking for someone to assist with the online marketing of a business venture and had been carrying out online research to that end. He found a... (4 pages)View decision -
Decision Reference DRN-4495077
18 Apr 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4495077 The complaint Miss B complains that Scottish Widows Limited (Scottish Widows) caused delays in the transfer of her ISA to another provider, and as a result she has been disadvantaged financially. What happened In April 2023, Miss B decided to transfer her Stocks & Shares IS... (3 pages)View decision -
Decision Reference DRN-4452028
18 Apr 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4452028 The complaint Mr W says HSBC UK Bank Plc, trading as first direct, lent irresponsibly when providing him with a loan in 2023. What happened In June 2023, HSBC loaned Mr W £16,000 over an 81-month term. The stated purpose of the loan was to fund home improvements. The interest r... (3 pages)View decision
