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-4565707
8 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4565707 The complaint Miss H has complained Barclays Bank UK PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2023 Miss H was told by Barclays that they were closing her account after they’d blocked her usage. They also lodged a fra... (2 pages)View decision -
Decision Reference DRN-4500498
8 Feb 2024 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4500498 The complaint Miss N complains that Fund Ourselves Limited irresponsibly granted her access to a loan. What happened Miss N took a loan for £250 in January 2023, Fund Ourselves agreed the loan on the basis of four monthly repayments of £121.50. Miss N complained that Fund Ourse... (2 pages)View decision -
Decision Reference DRN-4430514
8 Feb 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4430514 The complaint Mr J complains that HSBC UK Bank Plc didn’t update his credit file when it said it would which delayed him applying for a mortgage. What happened Mr J had a loan with HSBC which he repaid early. He says that he couldn’t apply for a mortgage until his credit file h... (2 pages)View decision -
Decision Reference DRN-4604516
8 Feb 2024 State Bank Of India (UK) Limited UpheldInvestmentsDRN-4604516 The complaint Mr K has complained about State Bank of India (UK) Limited (SBI). He said SBI was responsible for a delay in an ISA transfer. He said he has been financially disadvantaged by this and would like SBI to compensate him. What happened Mr K held a cash ISA with SBI. ... (4 pages)View decision -
Decision Reference DRN-4559052
8 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4559052 The complaint Mr W has complained Lloyds Bank plc did nothing to intervene and stop payments he was making which turned out to be a scam. What happened In 2022 Mr W started to look on LinkedIn to potentially invest in cryptocurrency. He submitted his contacts details online and... (3 pages)View decision -
Decision Reference DRN-4392036
8 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4392036 The complaint Mrs M complains that Barclays Bank UK PLC (“Barclays”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In November 2019, Mrs M saw an adver... (4 pages)View decision -
Decision Reference DRN-4476438
8 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4476438 The complaint Mr Q complains about the way that Admiral Insurance (Gibraltar) Limited has handled a claim he made on a home insurance policy. All references to Admiral include the actions of the agents acting on its behalf. What happened In September 2022, Mr Q made a claim on ... (3 pages)View decision -
Decision Reference DRN-4594000
8 Feb 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4594000 The complaint Mr and Mrs Y have complained that Astrenska Insurance Limited didn’t refund the full amount they had spent on flights when they had to cancel their trip and make a claim on their travel insurance policy. What happened In December 2022 Mr and Mrs Y purchased plane ... (2 pages)View decision -
Decision Reference DRN-4596846
8 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4596846 The complaint (Although Mrs S and Mr S brought this complaint to us jointly, only Mr S was involved in most of the significant events. So, where relevant, I have referred to him alone). Mrs S and Mr S hold a joint current account with National Westminster Bank Plc. During Janua... (4 pages)View decision -
Decision Reference DRN-4600397
8 Feb 2024 AIG Life Limited Not upheldInsuranceDRN-4600397 The complaint The estate of Mr D complains that AIG Life Limited avoided Mr D’s life insurance policy and refused to pay a claim. What happened The background to this complaint is well known to the parties, so I’ll give just a brief summary here. In March 2018, Mr D took out a ... (4 pages)View decision
