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 347829 results
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Decision Reference DRN-5030545
27 Sep 2024 KGM Underwriting Services Limited Not upheldInsuranceDRN-5030545 The complaint Mr B is unhappy KGM Underwriting Services Limited (KGM) has registered an at fault claim against him following an incident that was reported some months later by the third party. What happened In January 2023 Mr B was involved in a collision with a parked vehi... (3 pages)View decision -
Decision Reference DRN-4708441
27 Sep 2024 Nelson Insurance Company Ltd UpheldInsuranceDRN-4708441 The complaint Mr R complains Nelson Insurance Company Ltd failed to deal with a claim against his taxi insurance policy. Nelson’s been represented by agents for the claim and complaint. For simplicity I’ve referred to the agents’ actions as being Nelson’s own. What happene... (2 pages)View decision -
Decision Reference DRN-5033570
27 Sep 2024 Together Personal Finance Limited Not upheldMortgagesDRN-5033570 The complaint Miss C has complained about a secured (second charge) loan she took out with Together Personal Finance Limited. She’s said she was a victim of a romance scam, and as part of that she borrowed this money from Together and paid it to that third party (who I will ... (7 pages)View decision -
Decision Reference DRN-4913165
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4913165 The complaint Miss T complains that Monzo Bank Ltd won’t refund over £17,000 she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss T fell victim to a fake job scam afte... (4 pages)View decision -
Decision Reference DRN-4483973
27 Sep 2024 Brewin Dolphin Limited Not upheldInvestmentsDRN-4483973 The complaint Mrs B has complained about the management of her discretionary investment portfolio she held with Brewin Dolphin Limited (‘Brewin’). Mrs B says she was unsuitability advised to invest at a vulnerable time in her life which exposed her to excessive risk. Mrs B h... (9 pages)View decision -
Decision Reference DRN-5028571
27 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5028571 The complaint Mr S complains that Lloyds Bank PLC refused to pay him a switching incentive and that they provided poor service over the phone. What happened In June 2024 Mr S applied for an account switch with Lloyds, as they were offering a switch incentive payment of £175.... (2 pages)View decision -
Decision Reference DRN-4957111
27 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4957111 The complaint Mr C complains about the process American Express Services Europe Limited (AESEL) ‘Amex’ put him through for confirming his personal information. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise ... (4 pages)View decision -
Decision Reference DRN-4398714
27 Sep 2024 Premium Credit Limited Not upheldConsumer CreditDRN-4398714 The complaint Mr F’s complaint is that Premium Credit Limited didn’t tell him about a missed payment, which resulted in his GAP insurance policy being cancelled. What happened In March 2021 Mr F decided to buy GAP insurance for a car he was purchasing. He said this was set u... (3 pages)View decision -
Decision Reference DRN-5011532
27 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5011532 The complaint Mr G is unhappy that Lloyds Bank General Insurance Limited (“LBG”) declined his theft claim. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. Mr G had contents insurance ... (4 pages)View decision -
Decision Reference DRN-5005825
27 Sep 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-5005825 The complaint Miss P has complained that Coventry building Society (“Coventry”) hasn’t refunded the money she believes she lost as part of a scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll sum... (3 pages)View decision
