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 357004 results
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Decision Reference DRN-4802526
16 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4802526 The complaint Mr F complains that Nationwide Building Society restricted access to his current account for more than eight months. What happened In May 2023 Mr F instructed Nationwide to make a payment of £1,000 from his account to an account in the USA. Nationwide had concerns... (2 pages)View decision -
Decision Reference DRN-4635607
16 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4635607 The complaint Mr M complains that Lloyds Bank PLC blocked his account when he tried to make a payment and then required him to visit a branch, before it agreed to unblock his account and allow the payment. To put things right, Mr M would like compensation to reflect the inconve... (4 pages)View decision -
Decision Reference DRN-4802794
16 May 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4802794 The complaint Mr and Mrs W complain West Bay Insurance Plc unfairly declined a claim they made for damage caused by subsidence on their home insurance policy. What happened In late 2019, Mr and Mrs W noticed a drop to the floor in a bedroom. They contacted a structural engineer... (5 pages)View decision -
Decision Reference DRN-4783213
16 May 2024 Liberty Mutual Insurance Europe SE UpheldInsuranceDRN-4783213 The complaint Mr D’s complaint is about how a claim was handled by Liberty Mutual Insurance Europe SE (‘Liberty Mutual’) on his access indemnity insurance policy. Mr D wants Liberty Mutual to pay him compensation for loss of access to his garage. In this decision all references... (4 pages)View decision -
Decision Reference DRN-4589744
16 May 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4589744 The complaint Mr P is unhappy that medical treatment, funded by a fixed sum loan agreement with Healthcare Finance Limited (‘HFL’), was misrepresented to him. What happened In March 2021, Mr P entered into a fixed sum loan agreement with HFL. The agreement was for £1,700 over 2... (3 pages)View decision -
Decision Reference DRN-4801237
16 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4801237 The complaint A limited company, which I’ll refer to as C, complains that Barclays Bank UK PLC failed to set up the capital repayment holiday it was entitled to on its bounce back loan (“BBL”) and then made further errors instead of correcting the problem. C is represented by t... (7 pages)View decision -
Decision Reference DRN-4542164
16 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4542164 The complaint Mr S is unhappy that Barclays Bank UK PLC can’t locate accounts he holds with them. What happened Mr S raised a complaint with Barclays as he held accounts with them which had disappeared from his online banking and which Barclays claimed to have no record of. Mr ... (2 pages)View decision -
Decision Reference DRN-4716922
16 May 2024 Euroins AD UpheldInsuranceDRN-4716922 The complaint Mr J has complained Euroins AD unfairly declined his claim. What happened Mr J bought a travel insurance policy, underwritten by Euroins. He was due to travel abroad but when he left home, his route was blocked due to adverse weather, floods and a fallen tree. So ... (2 pages)View decision -
Decision Reference DRN-4784771
16 May 2024 MBNA Limited UpheldBanking and PaymentsDRN-4784771 The complaint Miss J complains that MBNA Limited irresponsibly provided her with a credit card account. What happened In May 2018, MBNA opened the account with a credit limit of £1,900. No increases to the limit were applied but MBNA did decrease the limit in December 2022. In ... (3 pages)View decision -
Decision Reference DRN-4797816
16 May 2024 AJ Bell Securities Limited UpheldInvestmentsDRN-4797816 The complaint Mr O complains that AJ Bell Securities Limited trading as Dodl by AJ Bell (“AJB”) has failed to correctly execute an instruction he provided for the purchase of shares via his Lifetime ISA (“LISA”). What happened I issued a provisional decision on this complaint l... (5 pages)View decision
