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-4569236
19 Feb 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4569236 The complaint Mrs B complains about the way that National Savings and Investments (NS&I) dealt with queries she raised about her account. Mrs B wants NS&I to compensate her for lost interest and the time she spent trying to resolve the problem. What happened Mrs B holds... (2 pages)View decision -
Decision Reference DRN-4344782
19 Feb 2024 Target Servicing Limited UpheldMortgagesDRN-4344782 The complaint Mr and Mrs P complain that Target Servicing Limited caused delay in the redemption of their shared equity help to buy loan. What happened Mr and Mrs P bought a property with the aid of a mortgage and a help to buy loan. A help to buy loan is a form of shared equit... (3 pages)View decision -
Decision Reference DRN-4424528
19 Feb 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4424528 The complaint A company, which I’ll refer to as M, complain that in 2020 WorldPay (UK) Limited (WorldPay) failed properly to set up its merchant account. M says that meant funds received from a number of e-commerce transactions were not paid into its account. In bringing this c... (4 pages)View decision -
Decision Reference DRN-4388008
19 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4388008 The complaint Miss K complains that Lloyds Bank PLC (“Lloyds”) have failed to refund over £5,000 she lost to an investment scam beginning in September 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will fo... (2 pages)View decision -
Decision Reference DRN-4630335
19 Feb 2024 Wesleyan Assurance Society UpheldInvestmentsDRN-4630335 The complaint Dr S complains that Wesleyan Assurance Society trading as Wesleyan incorrectly processed a withdrawal request from their ISA, when it should have been from their investment bond. What happened On 2 December 2019 Dr S sent Wesleyan an instruction to withdraw £6,000... (4 pages)View decision -
Decision Reference DRN-4464006
19 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4464006 The complaint Mr S complains that HSBC UK Bank Plc won’t reimburse him after he fell victim to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But briefly, both parties accept that in around February 2020, Mr ... (4 pages)View decision -
Decision Reference DRN-4614739
19 Feb 2024 QIC Europe Ltd UpheldInsuranceDRN-4614739 The complaint Miss P complained about the unnecessary delays she experienced while QIC Europe Ltd (“QIC”) managed her claim under her home insurance policy. What happened Miss P made a complaint because of the length of time it took QIC and its contractors to progress her claim... (2 pages)View decision -
Decision Reference DRN-4277426
19 Feb 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4277426 The complaint Mr O and Ms O complain that Lloyds Bank General Insurance Limited turned down their buildings insurance claim. What happened Mr O and Ms O previously held buildings insurance cover with Lloyds Bank which covered a second property. On 18 October 2015, Mr O was cont... (3 pages)View decision -
Decision Reference DRN-4630797
19 Feb 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4630797 The complaint Mrs J is unhappy with the repair carried out by Assurant General Insurance Limited (Assurant) following a claim under her mobile phone insurance policy. What happened Mrs J has a packaged bank account which includes mobile phone insurance underwritten by Assurant.... (3 pages)View decision -
Decision Reference DRN-4459500
19 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4459500 The complaint Mr H complains that The Co-operative Bank Plc (“Co-op”) have declined to reimburse him after he lost £7,495.25 to an authorised push payment (APP) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in det... (4 pages)View decision
