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 356013 results
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Decision Reference DRN-4954429
4 Sep 2024 Gresham Insurance Company Limited Not upheldInsuranceDRN-4954429 The complaint Mr C has complained that Gresham Insurance Company Limited (’Gresham’) declined his claim for water damage under his home insurance policy, following a leak from a frozen pipe. For the avoidance of doubt, the term ‘Gresham’ includes its agents and representativ... (4 pages)View decision -
Decision Reference DRN-5003980
4 Sep 2024 Interactive Investor Services Limited UpheldInvestmentsDRN-5003980 The complaint Mr P complained about Interactive Investor Services Limited (Interactive). He said it shouldn’t have transferred one of his investments from his individual savings account (ISA) to his trading account. He said it was clear that it was his intention to transfer ... (6 pages)View decision -
Decision Reference DRN-4906909
4 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4906909 The complaint Mr and Mrs B have complained that Aviva Insurance Limited (‘Aviva’) declined their claim for frost damage under their home insurance policy. What happened Mr and Mrs B said that the mortar on one wall of their home was damaged during very cold weather in Janua... (5 pages)View decision -
Decision Reference DRN-4915676
4 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4915676 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) has denied his refund for transactions on his account he says he didn’t authorise. What happened Mr M says five transactions were made on his account between 1 December 2023 and 30 January 2024 totalling £1,120.9... (2 pages)View decision -
Decision Reference DRN-4985180
4 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4985180 The complaint Mr B is unhappy that Barclays Bank UK PLC declined his fraud claim and later made the decision to no longer provide banking services to him. What happened Mr B raised a fraud claim with Barclays because his ex-partner had used his debit card without his knowled... (2 pages)View decision -
Decision Reference DRN-4887802
4 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4887802 The complaint Ms W complains about the handling of an interest free period on her credit card account with Barclays Bank UK PLC, trading as Barclaycard, and its poor customer service. What happened Ms W phoned Barclaycard in April 2024 about some issues that she was having w... (3 pages)View decision -
Decision Reference DRN-5003133
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5003133 The complaint Mr A complains that a number of credit cards and loans given to him by National Westminster Bank Plc (NatWest) were unaffordable for him. He argues therefore that they should not have been given to him. What happened Mr A was granted two credit cards by NatWes... (8 pages)View decision -
Decision Reference DRN-4921527
4 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4921527 The complaint Mr L complains that HSBC UK Bank plc is closing his credit card account. What happened Mr L has a Gold HSBC credit card which provides him with an annual worldwide travel insurance policy. He received a letter from HSBC in March 2024 which said that it was clos... (2 pages)View decision -
Decision Reference DRN-4584492
4 Sep 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4584492 The complaint Ms A is unhappy that a motorbike supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In May 2022, Ms A was supplied with a new bike through a hire purchase agreement with MotoNovo. She p... (3 pages)View decision -
Decision Reference DRN-4893333
4 Sep 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4893333 The complaint Ms L complains about the service she’s received from Wise Payments Limited surrounding payments made from her account that she says she didn’t make or otherwise authorise. What happened The background to this complaint is well known to both parties. So, I’ll o... (3 pages)View decision
