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 347829 results
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Decision Reference DRN-4917209
29 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4917209 The complaint Mr S complains that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined a claim for storm damage to his property. What happened In November 2023, Mr S reported water ingress into his property, when rainwater started to enter his home through the ... (3 pages)View decision -
Decision Reference DRN-4871598
29 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4871598 The complaint D complain HSBC UK Bank Plc (“HSBC”) unfairly restricted their account when asking for more information as part of its Safeguard review. D add that HSBC failed to properly communicate with them that it needed this information. D say HSBC’s actions have caused i... (5 pages)View decision -
Decision Reference DRN-4901264
29 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4901264 The complaint Mrs M has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points a... (4 pages)View decision -
Decision Reference DRN-4746248
29 Sep 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4746248 The complaint X complains that Metro Bank Plc (“Metro”) failed to refund transactions they didn’t recognise. What happened X was on a short trip overseas when their wallet and phone were stolen. When they realised they’d lost their bank cards, they blocked them and reported ... (4 pages)View decision -
Decision Reference DRN-4787688
29 Sep 2024 MBNA Limited UpheldBanking and PaymentsDRN-4787688 The complaint Ms S complains that MBNA Limited (“MBNA”) failed to stop fraudulent transactions leaving her account and caused unnecessary stress and inconvenience by repeatedly cancelling her card. What happened Ms S explained that a small number of unrecognised transactions... (3 pages)View decision -
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
