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 354447 results
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Decision Reference DRN-5160298
16 Dec 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5160298 The complaint Mr W complains that National Westminster Bank Plc (NatWest) unfairly declined his application for additional lending on his buy-to-let mortgage. He’s unhappy that NatWest shared his business contact details with its surveyor and with the processing of his appli... (4 pages)View decision -
Decision Reference DRN-5205394
16 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5205394 The complaint The estate of Mr H complains because Legal and General Assurance Society Limited (L&G) hasn’t paid a claim under a life insurance policy. What happened Mr and Mrs H took out a decreasing life insurance policy with critical illness cover, provided by L&G... (6 pages)View decision -
Decision Reference DRN-5198392
16 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5198392 The complaint Ms W complains that she was given incorrect advice about how much money she would have to purchase a property after porting her mortgage with Barclays Bank UK PLC. Ms W said that meant she had to use all her savings to buy her home and borrow more. What happene... (6 pages)View decision -
Decision Reference DRN-5189142
16 Dec 2024 AWP P&C S.A. Not upheldInsuranceDRN-5189142 The complaint Mr and Mrs B are unhappy that AWP P&C S.A. declined their travel insurance claim. What happened Mr and Mrs B have travel insurance alongside their bank current account. AWP is the underwriter on the policy. They were due to go on a trip from 7 July 2024 to ... (2 pages)View decision -
Decision Reference DRN-5114905
16 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5114905 The complaint Mr E has complained that a member of staff at Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) spoke to him over the phone without first verifying that it was actually him. Mr E says that this is a breach of his personal data. What happened Virgin M... (2 pages)View decision -
Decision Reference DRN-5214192
16 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5214192 The complaint Mrs B, via her representative, has complained that HSBC UK Bank Plc acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This decision will only consider wh... (4 pages)View decision -
Decision Reference DRN-4755989
16 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4755989 The complaint Miss K complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected her from losing money she paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In... (2 pages)View decision -
Decision Reference DRN-5156270
16 Dec 2024 Allied World Assurance Company (Europe) dac Not upheldInsuranceDRN-5156270 The complaint Mrs O has complained that Allied World Assurance Company (Europe) dac didn’t pay in full a claim under a residential landlord insurance policy for storm damage. What happened Mrs O owns a flat in a purpose-built block. Under her lease she was responsible for p... (2 pages)View decision -
Decision Reference DRN-5213523
16 Dec 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-5213523 The complaint Mrs S complains that ReAssure Limited has destroyed an original will and death certificate it had been sent following the death of her long-term partner. What happened I issued a provisional decision on this complaint earlier this month. In that decision I expl... (4 pages)View decision -
Decision Reference DRN-5210704
16 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5210704 The complaint Mrs J and Mr J are unhappy that Nationwide Building Society didn’t send them a chargeback form, they blocked a payment and later closed their account. They’d like compensation for the impact caused. What happened Mrs J and Mr J had an account with Nationwide. O... (4 pages)View decision
