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-4459369
22 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4459369 The complaint Mr S and Mrs P have complained that HSBC UK Bank Plc blocked their joint bank account, causing them difficulties when they needed to make important payments. What happened Mr S and Mrs P have banked with HSBC for a number of years. In September 2022, Mr S and his ... (3 pages)View decision -
Decision Reference DRN-4536094
22 Jan 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4536094 The complaint Mr R has complained about his let property insurer Ageas Insurance Limited because it declined his claim for a partially collapsed garden wall. What happened Mr R contacted Ageas in April 2023 because the wall at a property he lets out had collapsed. The tenant sa... (2 pages)View decision -
Decision Reference DRN-4569151
22 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4569151 The complaint P, a limited company, complains that The National Farmers' Union Mutual Insurance Society Limited (“NFU Mutual”) declined a claim on its business protection insurance policy. What happened P owns and operates a hydro-electric plant, which generates power by t... (4 pages)View decision -
Decision Reference DRN-4490660
22 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4490660 The complaint Ms S complains about the way that Barclays Bank UK PLC administered her two buy to let mortgage accounts. What happened Ms S has two buy to let mortgage accounts with Barclays. Her complaints are that Barclays: didn’t record the death of a family member, who was ... (5 pages)View decision -
Decision Reference DRN-4403139
22 Jan 2024 Social Money Limited Not upheldMortgagesDRN-4403139 The complaint Mr A complains that solicitors acting for Social Money Limited trading as Bridging Crowd caused delays in his application for a bridging loan to annul his bankruptcy which meant he couldn’t complete the loan in time. What happened Mr A applied for a bridging loan ... (2 pages)View decision -
Decision Reference DRN-4381670
22 Jan 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4381670 The complaint Mr N complains about American Express Services Europe Limited’s (who I’ll call AESEL) handling of his chargeback claim. 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 ... (2 pages)View decision -
Decision Reference DRN-4363930
22 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4363930 The complaint Mr S has complained about the service received by Admiral Insurance (Gibraltar) Limited. What happened The details of this complaint are well known to the parties, so I won’t repeat them again here. Instead I’ll focus on giving the reasons for my decision. What I’... (2 pages)View decision -
Decision Reference DRN-4402522
22 Jan 2024 Wesleyan Financial Services Ltd UpheldInvestmentsDRN-4402522 The complaint Mr A complains that Wesleyan Financial Services Ltd (‘Wesleyan’) charged him transaction fees on his With Profits ISA which it hadn’t disclosed to him when he invested in the ISA. He wants to keep the ISA but have the transaction charges removed. What happened In ... (3 pages)View decision -
Decision Reference DRN-4565010
22 Jan 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4565010 The complaint Ms J has complained about the service provided by Domestic & General Insurance Plc (‘D&G’) in relation to her appliance insurance policy. For the avoidance of doubt, the term ‘D&G’ includes reference to D&G’s agents and representatives in this deci... (4 pages)View decision -
Decision Reference DRN-4569083
22 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4569083 The complaint Ms S complains that NewDay Ltd acted irresponsibly in lending her three credit card accounts. What happened Ms S took out three credit cards with NewDay in between September 2018 and March 2022. The limits of those accounts were varied as follows: Date Aqua credit... (7 pages)View decision
