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-4974576
27 Nov 2024 One Sure Insurance Limited Not upheldInsuranceDRN-4974576 The complaint A company, which I’ll refer to as ‘J’, complains about the way One Sure Insurance Limited (trading as Compare HGV Insurance), handled the renewal of its commercial motor insurance policies and the subsequent cancellation of those policies. Mr E brings the comp... (3 pages)View decision -
Decision Reference DRN-4526909
27 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4526909 The complaint Mr W complains Barclays Bank UK PLC registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr W held an account with Barclays. In January 2022 it was credited with two payments of £4,612.89 and £3,... (3 pages)View decision -
Decision Reference DRN-4772741
27 Nov 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4772741 The complaint Mrs W has complained about the insurer for her second home, Great Lakes Insurance SE. In a previous complaint to this Service, where Mrs W raised a number of concerns about her policy, an Ombudsman explained that Great Lakes was not named on the policy documen... (4 pages)View decision -
Decision Reference DRN-4772661
27 Nov 2024 Thatched Owners Insurance Services Limited Not upheldInsuranceDRN-4772661 The complaint Mrs W has complained about her second home, insurance broker Thatched Owners Insurance Services Limited (TOIS). Mrs W has made TOIS aware of a number of concerns. Some of those were previously brought to this service as a complaint. That complaint was answered... (3 pages)View decision -
Decision Reference DRN-4632181
27 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4632181 The complaint Mr D complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money he lost after falling victim to a scam. What happened In May 2023, Mr D was looking for a smart watch and found one on an online marketplace. Mr D saw several pic... (3 pages)View decision -
Decision Reference DRN-5172683
27 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5172683 The complaint Miss A complains Lloyds Bank PLC unfairly closed her bank accounts. Miss A also complains that Lloyds did not communicate with her clearly. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key po... (4 pages)View decision -
Decision Reference DRN-5163137
27 Nov 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5163137 Complaint Mr W has complained about a loan Creation Consumer Finance Ltd (“Creation”) provided to him. He says the loan was unaffordable and so shouldn’t have been provided to him. Background Creation provided Mr W with a loan for £7,500.00 in June 2018. This loan had an AP... (3 pages)View decision -
Decision Reference DRN-4749744
26 Nov 2024 Contis Financial Services Limited UpheldBanking and PaymentsDRN-4749744 The complaint Miss E complains that Contis Financial Services Limited trading as Solaris didn’t do enough to help her when she told it about a dispute she had with a merchant over services paid for using her Solaris debit card. What happened Miss E purchased flights from a ... (3 pages)View decision -
Decision Reference DRN-5133229
26 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5133229 The complaint Mr W complains that Zopa Bank Limited offered him a pre-approved loan with a guaranteed APR of 10.5% but once his application was approved the APR was 10.7%. What happened On 4 July 2024 Mr W obtained quotes via a comparison website for a pre-approved loan of £... (3 pages)View decision -
Decision Reference DRN-4908526
26 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4908526 The complaint Mr M complains Wise Payments Limited trading as Wise didn’t do enough to protect him when he fell victim to a job scam. What happened Mr M had an account with Wise which he opened in March 2020. His account has since been closed. Mr M says she was contacted by ... (2 pages)View decision
