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 355536 results
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Decision Reference DRN-5001942
4 Sep 2024 Zurich Insurance PLC UpheldInsuranceDRN-5001942 The complaint Mrs O is unhappy with the assistance received under a travel insurance policy underwritten by Zurich Insurance Plc when her husband required emergency medical treatment whilst abroad. All reference to Zurich includes its agents and medical assistance team. Wh... (4 pages)View decision -
Decision Reference DRN-4917713
4 Sep 2024 Chetwood Financial Limited Not upheldBanking and PaymentsDRN-4917713 The complaint Mr T complains that Chetwood Financial Limited trading as Wave did not send him the required notices prior to registering a default on his credit file. What happened Mr T had a credit agreement with Wave, who informed him that they passed the account to a debt ... (3 pages)View decision -
Decision Reference DRN-4953774
4 Sep 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4953774 The complaint This complaint’s about a commercial mortgage that Mr V and Mr V hold with Shawbrook Bank Limited. Mr V and Mr V are unhappy that when they made additional lump sum payments to the mortgage, Shawbrook insisted they provide information about the source of funds (... (3 pages)View decision -
Decision Reference DRN-4674596
4 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4674596 The complaint Mr A is complaining that Revolut Ltd won’t refund payments he made when he fell victim to a scam. The complaint has been brought on Mr A’s behalf by a professional representative. What happened The circumstances of the scam are well known to both parties so I ... (3 pages)View decision -
Decision Reference DRN-4986244
4 Sep 2024 PayrNet Limited Not upheldBanking and PaymentsDRN-4986244 The complaint Miss W complains that PayrNet Limited won’t refund payments she made that were part of a scam. ANNA Money, who Miss W’s account is with, is an agent for PayrNet. For ease, I’ll mainly refer to ANNA throughout the decision. What happened Miss W held a business a... (4 pages)View decision -
Decision Reference DRN-4855790
4 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4855790 The complaint A company, which I will refer to as D, complains that Barclays Bank UK Plc wrongly closed its account. What happened D’s director told us: She was aware that Barclays was carrying out a Know Your Customer (KYC) review of D’s account, but she complied with t... (3 pages)View decision -
Decision Reference DRN-4940944
4 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4940944 The complaint Mrs W has complained that Lloyds Bank General Insurance Limited mis-informed her that her mortgage payment protection insurance (PPI) policy would remain valid if she changed mortgage provider, which had a negative impact when she was later made redundant. Wha... (2 pages)View decision -
Decision Reference DRN-4945754
4 Sep 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4945754 The complaint Mr R and Mrs R complain that they’d asked The Mortgage Works (UK) Plc (“TMW”) to consent to a transfer of their Buy To Let mortgage (and the equity in the property) to Mrs R alone, as they were separating. But they said TMW had refused without explanation. What... (3 pages)View decision -
Decision Reference DRN-4927277
4 Sep 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4927277 The complaint Ms K complains that Capital One (Europe) plc rejected her Section 75 claim regarding a car she purchased. What happened Ms K says that she had issues with a car that she bought. She says there was a tear in the leather of the car even though she had been told t... (3 pages)View decision -
Decision Reference DRN-4827455
4 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4827455 The complaint Mr H complains that HSBC UK Bank Plc (HSBC) didn’t action a change to his direct debit or explain when it would be actioned. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on gi... (1 page)View decision
