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-4629858
19 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4629858 The complaint Ms V complains about the way esure Insurance Limited handled a claim she made on her car insurance policy. What happened In late 2022, Ms V’s car was involved in a collision with another vehicle. Ms V made a claim on her car insurance policy, which is underwritten... (3 pages)View decision -
Decision Reference DRN-4328859
19 Feb 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-4328859 The complaint Ms S complains that she’s been treated unfairly because Paragon Bank Plc (Paragon) have declined her request to be released from a personal guarantee. What happened The background to this case is not in dispute so, I won’t repeat it in detail. Briefly: Ms S toge... (3 pages)View decision -
Decision Reference DRN-4278648
19 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4278648 The complaint Mr H and Mrs V’s complaint about Santander UK Plc (Santander) relates to its decision to decline their application for a residential mortgage. What happened Mr H and Mrs V applied for a joint residential mortgage with Santander which was declined. At that time, th... (2 pages)View decision -
Decision Reference DRN-4546265
19 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546265 The complaint Mrs M complains that a member of staff at National Westminster Bank Plc (NatWest) deleted an app from her mobile phone, resulting in the loss of precious information. She says this has left her feeling emotionally and physically distraught. What happened Our inves... (2 pages)View decision -
Decision Reference DRN-3798054
19 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-3798054 The complaint Miss P complains that Santander UK Plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-4291893
19 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4291893 The complaint Miss C complains HSBC UK Bank Plc trading as first direct didn’t do enough to protect her when she fell victim to a scam. What happened Miss C has an account with first direct – which she uses for every-day spending – and accounts elsewhere. She opened her first d... (3 pages)View decision -
Decision Reference DRN-4457418
19 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4457418 The complaint Miss G complained because Bank of Scotland plc, trading as Halifax, refused to refund her for transactions she said she didn’t make. What happened On 5 September 2023, a new device was registered to Miss G’s Halifax account. Before this was confirmed, Halifax rang... (3 pages)View decision -
Decision Reference DRN-4309758
19 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4309758 The complaint A charity, which I’ll refer to as S, complains that Barclays Bank UK PLC prevented it from accessing its funds. What happened S’s trustees told us: Barclays contacted them in early 2022 to say the type of account they held was no longer appropriate, and they were... (3 pages)View decision -
Decision Reference DRN-4615639
19 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4615639 The complaint Mr B complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In or around early 2013, Mr B was contact... (43 pages)View decision -
Decision Reference DRN-4626832
19 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4626832 The complaint Mrs B complains that Clydesdale Bank Plc, trading as Virgin Money (who I’ll call Virgin) failed to notify her that she had reached the spending threshold that entitled her to claim a Flying Club reward voucher. Mrs B has been represented by her husband but for eas... (3 pages)View decision
