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-4526410
7 Feb 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4526410 The complaint Mr S is unhappy Amtrust Europe Limited has declined a claim he made for accidental damage on a caravan insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on providing ... (2 pages)View decision -
Decision Reference DRN-4297180
7 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4297180 The complaint Mr and Mrs C complain about the way Barclays Bank UK PLC have applied interest to their offset mortgage account. What happened Mr and Mrs C took out an offset mortgage with Barclays which was drawn down on 3 March 2023. They borrowed £401,749, and subsequently dep... (3 pages)View decision -
Decision Reference DRN-4534332
7 Feb 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4534332 The complaint Mr K has complained that Skyfire Insurance Company Limited has continued to delay in dealing with his claim under his motor policy. What happened This is the second complaint Mr K said he has had to make with ongoing delays by Skyfire in dealing with his claim und... (2 pages)View decision -
Decision Reference DRN-4542046
7 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4542046 The complaint Mr H complains that Nationwide Building Society blocked his account, so he had no access to his funds. He would like access to the funds in his account and compensation. What happened The detailed background of this complaint is well known to both parties. So, I’l... (4 pages)View decision -
Decision Reference DRN-4605730
7 Feb 2024 Calpe Insurance Company Limited Not upheldInsuranceDRN-4605730 The complaint Mr S complains Calpe Insurance Company Limited (“Calpe”) unfairly avoided his motor insurance policy from inception (without a refund of premiums) and declined a claim. Mr S is represented, but for ease of reading I will refer to their actions collectively as his.... (3 pages)View decision -
Decision Reference DRN-4605612
7 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4605612 The complaint Mr M complains that Barclays Bank UK PLC failed to transfer an ISA from a different bank. Mr M said he lost out on interest when this happened, and Barclays accepted responsibility for that so it told him it would cover his loss. But then it refused to do so. What... (4 pages)View decision -
Decision Reference DRN-4377397
7 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4377397 The complaint Miss S complains that Revolut Ltd won’t refund money she lost to an investment scam. What happened Miss S is represented in this complaint by a solicitor, for simplicity I will refer to Miss S throughout this decision, even when referencing what her representative... (2 pages)View decision -
Decision Reference DRN-4604631
7 Feb 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4604631 The complaint Mr S complains that American Express Services Europe Limited failed to consider his claim under Section 75 of the Consumer Credit Act 1974 (“section 75”) and this has caused him a financial loss. What happened In 2022, Mr S purchased an item from a merchant, who I... (2 pages)View decision -
Decision Reference DRN-4577323
7 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4577323 The complaint Mr and Mrs A are unhappy about Nationwide Building Society’s (Nationwide) decision not to refund the £23,500 they paid for building work. The money was sent from a joint account – but Mrs A has led the complaint – so I have mainly referred to her throughout this d... (3 pages)View decision -
Decision Reference DRN-4570730
7 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4570730 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (‘Halifax) won’t reimburse funds he paid to a third party. What happened Mr B says that in 2019 he reconnected with an old friend he had known for around 30 years. I’ll refer to this person as K in my dec... (3 pages)View decision
