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-4612132
9 Feb 2024 Wakam Not upheldInsuranceDRN-4612132 The complaint Mr C complains that Wakam settled a claim a third party made against his taxi insurance policy. What happened Mr C had a taxi insurance policy underwritten by Wakam. In July 2019, Mr C says he was waiting behind a third-party vehicle and it rolled back into his ca... (3 pages)View decision -
Decision Reference DRN-4612007
9 Feb 2024 Barclays Bank Plc UpheldInvestmentsDRN-4612007 The complaint Mr and Mrs T complain that Barclays Bank Plc (‘Barclays’) delayed the process of transferring their investments to a new investment manager. They say the process took longer than they were told it would take resulting in them suffering a loss. They say they’ve pai... (8 pages)View decision -
Decision Reference DRN-4611734
9 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4611734 The complaint Mr G complains about the sale of a timeshare. He says that HSBC UK Bank Plc (who I’ll call HSBC) financed the purchase and that he therefore has claims against it. Mr G has brought his complaint through a representative, so references to his submissions and argume... (4 pages)View decision -
Decision Reference DRN-4611877
9 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4611877 The complaint Miss L complains that Bank of Scotland plc agreed to a number of overdrafts on her account (in quick succession), which were unaffordable for her What happened Miss L applied for, and Bank of Scotland agreed to, the following overdrafts: In March 2022, Bank of Sco... (4 pages)View decision -
Decision Reference DRN-4452190
9 Feb 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4452190 The complaint Mr I complains that Wise Payments Limited did not refund £2,741 which he lost as part of a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them in detail again here. In summary, Mr I was the victim of a scam in w... (3 pages)View decision -
Decision Reference DRN-4584593
9 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4584593 The complaint Ms C complains that Aviva Insurance Limited withdrew cover under her private medical insurance policy for her medical condition. What happened Ms C holds private medical insurance cover with Aviva. She made a claim under the policy in April 2022 for a medical cond... (3 pages)View decision -
Decision Reference DRN-4432885
9 Feb 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4432885 The complaint Miss S says HSBC UK Bank Plc (HSBC) were unreasonable to default her account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’ve decided... (2 pages)View decision -
Decision Reference DRN-4452229
9 Feb 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4452229 The complaint D, a limited company, complains that Wise Payments Limited did not refund a series of payments it lost as part of a scam. What happened I’ll refer to Mr I throughout the decision, as he has raised the complaint on behalf of D and has a separate case with our servi... (3 pages)View decision -
Decision Reference DRN-4453166
9 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4453166 The complaint Mr O complains that Santander UK Plc caused him distress when he was trying to access his savings account online. What happened Mr O opened a savings account with Santander in September 2023. He was told that he would receive a code in the post so he could access ... (2 pages)View decision -
Decision Reference DRN-4401564
9 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4401564 The complaint Mrs R complains that HSBC UK Bank Plc (trading as first direct) processed a direct debit payment in error. What happened Mrs R said her mobile network provider, incorrectly took a payment of £53.61 from her current account after she changed providers. Mrs R raised... (2 pages)View decision
