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 342371 results
-
Decision Reference DRN-4891857
5 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4891857 The complaint Mr R is unhappy that Admiral Insurance (Gibraltar) Limited declined a claim he made on his travel insurance policy. What happened Mr R was abroad and was due to return to the UK. He was travelling from a country I’ll refer to as ‘Country A’ to another I’ll refer t... (3 pages)View decision -
Decision Reference DRN-4366698
5 Jul 2024 IG Index Limited Not upheldInvestmentsDRN-4366698 The complaint Mr P complained about IG Index Limited. He said he had an addiction to forex and indices trading using IG’s spread betting service. He said IG didn’t check if he had a gambling addiction and for this reason, didn’t treat him fairly. Mr P said IG should have done m... (4 pages)View decision -
Decision Reference DRN-4740752
5 Jul 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4740752 The complaint Mr M (“the policyholder”) and another Mr M (“the named driver”) complain that Advantage Insurance Company Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance policy was a hatchback car, first registered in 2010... (3 pages)View decision -
Decision Reference DRN-4892685
5 Jul 2024 Gain Credit LLC UpheldConsumer CreditDRN-4892685 The complaint Mr B complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out sufficient checks. Mr B also says when the payment for the facility wasn’t taken Drafty didn’t notify him and finally, he says Drafty refused to set up... (6 pages)View decision -
Decision Reference DRN-4892821
5 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4892821 The complaint Mr P is unhappy that Lloyds Bank PLC placed his account into a dormant account status. Summary of what happened Mr P resides overseas and received a letter from Lloyds which explained that he hadn’t used his Lloyds account in approximately three years and that the... (2 pages)View decision -
Decision Reference DRN-4871680
5 Jul 2024 Amtrust Europe Limited UpheldInsuranceDRN-4871680 The complaint A, a limited company, has complained about its let property insurer, Amtrust Europe Limited, regarding a premium increase at renewal. A also initially complained about a pro-rata settlement for a claim and an extra excess being applied, but has since agreed to vie... (3 pages)View decision -
Decision Reference DRN-4718970
5 Jul 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4718970 The complaint Mr B complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim he made on a personal income protection insurance policy. He’s also unhappy that L&G cancelled the policy because it considers he breached the policy ... (5 pages)View decision -
Decision Reference DRN-4892842
5 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4892842 The complaint Mr D complains Santander UK Plc didn’t do enough to protect when he fell victim to a job scam. What happened Mr D has an account with Santander and an e-money institution who I’ll refer to as “R” throughout the rest of this decision. He had both accounts before th... (3 pages)View decision -
Decision Reference DRN-4881477
5 Jul 2024 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-4881477 The complaint S complains that WorldPay (UK) Limited has charged it monthly Payment Card Industry Data Security Standard (PCI DSS) non-compliance charges since July 2017 and didn’t do enough to make it aware of these charges or help it to become compliant. S is represented in b... (3 pages)View decision -
Decision Reference DRN-4798182
5 Jul 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4798182 The complaint In summary, Mrs F complains that The Co-operative Bank Plc, refunded a payment that she had made to her credit card account by mistake, back to the current account she made the payment from. And she doesn’t think it has calculated her statement correctly after the... (2 pages)View decision