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-4659428
4 Mar 2024 PayrNet Limited Not upheldBanking and PaymentsDRN-4659428 The complaint Mr D complains PayrNet Limited, trading as Pockit, closed his account following a review. And despite him sending proof of entitlement, the funds in the account haven’t been returned to him. To keep things simple, I’ll mainly refer to “‘Pockit” in my decision. Wha... (3 pages)View decision -
Decision Reference DRN-4380702
4 Mar 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4380702 The complaint Mr D complains that Barclays Bank UK PLC won’t help him in a dispute with a housing association. What happened Mr D has a mortgage with Barclays. His home is shared ownership and he pays rent to a housing association for the share of the property it owns. Mr D sai... (3 pages)View decision -
Decision Reference DRN-4659536
4 Mar 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4659536 The complaint Mr D has complained that Haven Insurance Company Limited has rejected his claim under his Taxi Insurance policy for damage to his car. He’s also complained about the impact this has had on him, the fact that Haven has put a marker against his car saying it was sto... (4 pages)View decision -
Decision Reference DRN-4659235
4 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4659235 The complaint Mr G complains that National Westminster Bank Plc (NatWest) closed his bank account without reason. He wants NatWest to provide a proper explanation and reopen his account. What happened The detailed background of this complaint is well known to both parties. So, ... (4 pages)View decision -
Decision Reference DRN-4645131
4 Mar 2024 QIC Europe Ltd UpheldInsuranceDRN-4645131 The complaint Ms T and Mr D have complained that QIC Europe Limited (‘QIC’) declined their claim for water damage under their home insurance policy. For the avoidance of doubt, the term ‘QIC’ also refers to QIC’s agents and contractors for the purposes of this decision. What ha... (7 pages)View decision -
Decision Reference DRN-4600181
4 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4600181 The complaint Miss S says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to her. What happened Miss S took out a credit card from Virgin Money in December 2021. She requested a limit that would allow a balance transfer of £12,100 and a money transfer of £500. ... (3 pages)View decision -
Decision Reference DRN-4566414
4 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4566414 The complaint Mr W has complained that Barclays Bank UK PLC mis-sold him a packaged bank account. Mr W’s daughter has represented him throughout this complaint but, for ease, I will refer to all representations as having come direct from Mr W. What happened The circumstances th... (4 pages)View decision -
Decision Reference DRN-4458173
4 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4458173 The complaint Mr B complains about the way in which Santander UK plc handled his disputed transaction claim. What happened Mr B purchased a car which he later rejected due to it being of unsatisfactory quality. He paid a deposit of £200 using his Santander credit card and a del... (2 pages)View decision -
Decision Reference DRN-4377383
4 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4377383 The complaint Mr S complains that Clydesdale Bank Plc (trading as “Virgin Money”) won’t refund £15,000 he lost to a cryptocurrency investment scam in September 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, ... (2 pages)View decision -
Decision Reference DRN-4334211
4 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4334211 The complaint Mr T complains that HSBC UK Bank Plc won’t refund money he lost when he was the victim of a scam. What happened Mr T has a current account with HSBC. In August 2022, Mr T received messages which tricked him into thinking he needed to send money to his girlfriend. ... (3 pages)View decision
