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-4611157
20 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4611157 The complaint B, a company, complains about the service it received from HSBC UK Bank Plc. B is represented in this complaint by one of its directors, Mr W. What happened Mr W has referred to several areas of complaint, some of which have been resolved. I’ve taken into account ... (5 pages)View decision -
Decision Reference DRN-4632028
20 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4632028 The complaint Mr W complains that Aviva Insurance Limited is responsible for mishandling a claim and mishandling his car in connection with a motor insurance policy. What happened The subject matter of the claim and the complaint is a premium-brand car with a three-litre engine... (7 pages)View decision -
Decision Reference DRN-4464432
20 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4464432 The complaint Mr B and Mrs B are unhappy that Nationwide Building Society blocked a transfer that they wanted to make. What happened Mr B and Mrs B wanted to transfer £50,000 from their Nationwide account to an account they held in their joint names with another financial insti... (3 pages)View decision -
Decision Reference DRN-4617461
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4617461 The complaint Miss A complains that Monzo Bank Ltd hasn’t refunded her after she fell victim to a scam. What happened Much of the background here relates to activity linked to one of Miss A’s accounts held with a different bank (which I’ll refer to as H). But the detail is rele... (4 pages)View decision -
Decision Reference DRN-4631144
20 Feb 2024 HDI Global Specialty SE UpheldInsuranceDRN-4631144 The complaint Mrs S and Mr S have complained that HDI Global Specialty SE unfairly declined a claim on Mr S’s pet insurance policy. For convenience in this decision I shall just refer to Mr S as he is the policyholder. What happened On 3 March 2023 Mr S took out a pet insurance... (2 pages)View decision -
Decision Reference DRN-4384064
20 Feb 2024 Nationwide Building Society UpheldMortgagesDRN-4384064 The complaint Mr S complains that Nationwide Building Society caused delays during the processing of his mortgage application and sent his personal data to an incorrect email recipient. What happened Mr S applied, via a broker, for a mortgage with Nationwide on 5 September 2022... (3 pages)View decision -
Decision Reference DRN-4403646
20 Feb 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4403646 The complaint Mr A complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happene... (6 pages)View decision -
Decision Reference DRN-4633248
20 Feb 2024 Western Circle Ltd UpheldConsumer CreditDRN-4633248 The complaint Mr J complained to us about the actions of Western Circle Ltd, trading as Cashfloat, in relation to a loan he’d taken out. What happened Mr J took out a loan with Cashfloat in February 2022. When he fell behind with his scheduled repayments he was contacted by Cas... (2 pages)View decision -
Decision Reference DRN-4492656
20 Feb 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4492656 The complaint Mr M says Acromas Insurance Company Limited provided poor service when he made a claim on his motor insurance policy and that there was excessive delay in carrying out repairs. Any reference to Acromas in this decision includes its agents. What happened Mr M’s car... (3 pages)View decision -
Decision Reference DRN-4633812
20 Feb 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4633812 The complaint Mr C complains that Wise Payments Limited trading as Wise didn’t do enough to protect him from the financial harm caused by two scams, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is we... (4 pages)View decision
