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 354447 results
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Decision Reference DRN-5211227
13 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5211227 The complaint Mrs P has complained about her property insurer Royal & Sun Alliance Insurance Limited (RSA) because it has declined her claim for storm damage to her rear-boundary garden wall. What happened In early 2023 Mrs P noticed cracking to the left hand corner end... (4 pages)View decision -
Decision Reference DRN-4551670
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4551670 The complaint Ms G complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Ms G was contac... (3 pages)View decision -
Decision Reference DRN-5006909
13 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5006909 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened Barclays told us: It carried out a Know Your Customer (KYC) review of M’s account in 2022 and 2023. It has a regulatory responsibility ... (4 pages)View decision -
Decision Reference DRN-5075794
13 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5075794 The complaint Business C, a limited company, complains Clydesdale Bank Plc trading as Virgin Money unfairly blocked and closed its account. C is represented by its directors – Mr A and Ms A. What happened The facts of the complaint are well known to both parties, so I will... (3 pages)View decision -
Decision Reference DRN-4833118
13 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4833118 The complaint Mr B complains HSBC UK Bank Plc (“HSBC”) refuses to refund him for a transaction on his account he says was fraudulent. What happened Mr B first complained to HSBC about a subscription payment he made to a worker’s union. Mr B said the payment should’ve been a ... (2 pages)View decision -
Decision Reference DRN-5196501
13 Dec 2024 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5196501 The complaint Mr M has complained that Adrian Flux Insurance Services Group (AFISG) didn’t reissue his motor policy as he thought it would do. As a result, Mr M was stopped by the police for being uninsured and his car was seized and destroyed. The Court held that Mr M belie... (3 pages)View decision -
Decision Reference DRN-5167891
13 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5167891 The complaint Mrs S complains that TSB Bank plc (TSB) provided poor customer service when she tried to withdraw £5,000 in cash. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, on 11 September 2024... (2 pages)View decision -
Decision Reference DRN-4822571
13 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4822571 The complaint Mr V complains HSBC UK Bank PLC (“HSBC”) refuses to refund him for transactions on his account he didn’t authorise. He also says he hasn’t been provided statements despite asking and received poor customer service. What happened The facts of this case are well ... (3 pages)View decision -
Decision Reference DRN-5120663
13 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5120663 The complaint Mrs & Mr G complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined a claim under their home insurance policy. When I mention Admiral I also mean its experts and suppliers. What happened Mrs & Mr G had a home insurance policy with Admira... (3 pages)View decision -
Decision Reference DRN-4831167
13 Dec 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4831167 The complaint Mr N complains that St James’s Place UK plc (SJP) did not add five contributions to his retirement account. What happened Mr N has a retirement account with SJP. In August 2020 he received an annual contribution summary, this set out that he and his employer h... (3 pages)View decision
