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 369228 results
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Decision Reference DRN-5376631
7 Mar 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5376631 The complaint Mrs M has complained that MetLife Europe d.a.c. declined a claim she made on a private medical insurance policy. What happened Mrs M became seriously unwell in June 2023 and spent four months in hospital. She therefore made a claim on the policy for hospitalis... (2 pages)View decision -
Decision Reference DRN-5206858
7 Mar 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5206858 The complaint Mr H complains about the price he received following the sale of shares in his stocks and shares ISA with Halifax Share Dealing Limited. What happened In 2024 Mr H held 156 shares in Polar Capital. On 23 August 2024 Halifax sent a corporate action notification ... (4 pages)View decision -
Decision Reference DRN-5218565
7 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5218565 The complaint Mr K is unhappy that Nationwide Building Society provided incorrect information about where he could deposit funds. What happened Whilst visiting a Nationwide Branch in September 2024, Mr K asked if he would be able to deposit funds at the post office. He was ... (2 pages)View decision -
Decision Reference DRN-5298896
7 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5298896 The complaint H has complained that Barclays UK Bank Plc (“Barclays”) made changes to its online banking portal, which means that transactions that are made on a weekend don’t show on the online bank statements until the next working day. What happened H noticed that, follow... (2 pages)View decision -
Decision Reference DRN-5379106
7 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5379106 The complaint Mrs A is unhappy that Barclays Bank UK PLC won’t reimburse money she says she lost to a scam. What happened In late 2018 Mrs A met someone online (“N”). They struck up a romance and were in daily contact for some time. From 2019 to 2022 Mrs A frequently sent N... (3 pages)View decision -
Decision Reference DRN-5378391
7 Mar 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5378391 The complaint Mr and Mrs R have complained about the service they were provided with by Clydesdale Bank Plc when the mortgage term was coming to an end on their buy-to-let (“BTL”) mortgage. What happened Mr and Mrs R have held this BTL mortgage with Clydesdale since 2011. Ov... (6 pages)View decision -
Decision Reference DRN-4945282
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4945282 The complaint Mr S complains that Revolut Ltd (“Revolut”) hasn’t protected him from losing money to an authorised push payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. ... (11 pages)View decision -
Decision Reference DRN-5288539
7 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5288539 The complaint Mrs J complains about the way U K Insurance Limited (“UKI”) handled a claim she made under her motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mrs J was involved in a car accident in June 2022, an... (4 pages)View decision -
Decision Reference DRN-5002693
7 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5002693 The complaint Mr P complains that Nationwide Building Society won’t refund the money he lost when he was the victim of a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the ... (3 pages)View decision -
Decision Reference DRN-5184259
7 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5184259 The complaint Mr & Mrs V complain that Advantage Insurance Company Limited (“Advantage”) declined a claim for damage from an escape of water under their home insurance policy. What happened Mr & Mrs V had a home insurance policy with Advantage covering their home, ta... (3 pages)View decision
