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 360264 results
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Decision Reference DRN-4635687
19 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4635687 The complaint Ms B complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Ms B is being represented by a third party. To keep things simple, I will refer to Ms B throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4645363
19 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4645363 The complaint Mr and Mrs S have complained about the way that Liverpool Victoria Insurance Company Limited (LV) handled a claim for water damage under their home insurance policy. References to LV in this decision include its agents and contractors. What happened In February 20... (2 pages)View decision -
Decision Reference DRN-4732907
19 Apr 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4732907 The complaint Ms T complains that National Savings and Investments (NS&I) declined her requests to withdraw funds from her Guaranteed Growth Bonds (GGBs) before the maturity date. What happened Ms T held three GGBs with NS&I that were opened several years ago. Previousl... (2 pages)View decision -
Decision Reference DRN-4710015
19 Apr 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4710015 The complaint Miss T is unhappy that National Savings and Investments require her to send in personal identity documents by post. What happened Miss T tried to register for NS&I’s online and phone service via NS&I’s website. NS&I responded to Miss T’s application an... (2 pages)View decision -
Decision Reference DRN-4269856
19 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4269856 The complaint Mrs N complains that Nationwide Building Society (Nationwide) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary,... (3 pages)View decision -
Decision Reference DRN-4649814
19 Apr 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4649814 The complaint Mr H has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’). Mr H complains that L&C failed to carry out appropriate due diligence checks on his SIPP application which led him to invest in non-mainstream investmen... (41 pages)View decision -
Decision Reference DRN-4712045
19 Apr 2024 West Bay Insurance Plc UpheldInsuranceDRN-4712045 The complaint Mrs P complains that West Bay Insurance Plc has refused to cover a claim on her buildings insurance and about the way it has dealt with the claim. Where I refer to West Bay Insurance, this includes its agents acting on its behalf. What happened Mrs P lived in her ... (4 pages)View decision -
Decision Reference DRN-4653129
19 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4653129 The complaint Mr C and Mrs C complain about AXA Insurance UK Plc’s settlement offer after they made a claim under their home insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary here. Mr C and Mrs C ... (4 pages)View decision -
Decision Reference DRN-4752800
19 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4752800 The complaint The trustees of a pension scheme trust which I’ll call ‘E’ complain that Barclays Bank UK Plc unfairly treated their account as a dormant account and subsequently closed it. This caused them a financial loss. What happened E held an account with Barclays which was... (5 pages)View decision -
Decision Reference DRN-4752689
19 Apr 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4752689 The complaint Mr S complains that J.P. Morgan Europe Limited trading as Chase constantly rejected the switch of his current account to a third party building society. What happened Mr S attempted to switch his Chase current account to another company, but he received an email f... (5 pages)View decision
