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-5138897
27 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138897 The complaint Mr M is unhappy Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr M’s complaint has been brought by a representative, for ease of reading I will refer solely to Mr M in this de... (3 pages)View decision -
Decision Reference DRN-5166166
27 Nov 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5166166 The complaint Mr S complains that Fairmead Insurance Limited has failed to pay for alternative accommodation under his home insurance policy. Where I refer to Fairmead, this includes the actions of its agents and claims handlers for which it takes responsibility. What happ... (5 pages)View decision -
Decision Reference DRN-5173353
27 Nov 2024 National House-Building Council Not upheldInsuranceDRN-5173353 The complaint Mr and Mrs H complain National House-Building Council (NHBC) unfairly declined a claim they made on their building warranty for a damaged drain. As Mr H has been the main correspondent on the claim and complaint, I’ve only referred to him throughout the decisi... (4 pages)View decision -
Decision Reference DRN-5146251
27 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5146251 The complaint Mr L complains that Nationwide Building Society failed to complete new Individual Savings Accounts (ISAs) for him, forcing him to return to the branch the next day when the interest rate had decreased. What happened On 16 October 2023 Mr L attended a branch of ... (2 pages)View decision -
Decision Reference DRN-5171982
27 Nov 2024 Klarna Bank AB (publ) UpheldConsumer CreditDRN-5171982 The complaint Mr A complains that Klarna Bank AB (publ) did not act upon information they received, and their actions caused impact to his credit file. What happened Mr A says he used Klarna to make a purchase and a direct debit was set up to make repayments over a 24 month ... (4 pages)View decision -
Decision Reference DRN-5060559
27 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5060559 The complaint Mr B has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to am investment-related 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 summari... (3 pages)View decision -
Decision Reference DRN-5099004
27 Nov 2024 Bamboo Limited Not upheldConsumer CreditDRN-5099004 The complaint Mr A complains that Bamboo Limited have unfairly terminated his agreement. What happened Mr A says that he received a letter from Bamboo confirming the termination of his agreement. Due to his personal circumstances he fell into arrears on his account, and he e... (3 pages)View decision -
Decision Reference DRN-5086583
27 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5086583 The complaint Miss J complains about the way Aviva Insurance Limited (Aviva) handled a claim she made on her motor insurance policy. What happened In March 2023 Miss J’s car was involved in an accident, and she contacted Aviva to make a claim through her policy for the dama... (3 pages)View decision -
Decision Reference DRN-4655496
27 Nov 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4655496 The complaint A company, which I’ll refer to as M, complains that Mulsanne Insurance Company Limited (Mulsanne) avoided a commercial vehicle insurance policy taken out by its director (Mr H), and rejected a claim for theft of the vehicle. M is represented by Mr H. Although ... (4 pages)View decision -
Decision Reference DRN-4580228
27 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4580228 The complaint Ms B has complained that Lloyds Bank PLC (“Lloyds”) failed to protect her from falling victim to an employment-related 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 summarise t... (5 pages)View decision
