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 356013 results
-
Decision Reference DRN-4725044
5 Sep 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4725044 The complaint Mr A complains about how Capital One (Europe) plc (“Capital One”) treated him while facing financial difficulties, ultimately resulting Capital One defaulting his credit card account. What happened In May and June 2023, Mr A began to miss payments on his Capi... (3 pages)View decision -
Decision Reference DRN-4899793
5 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4899793 The complaint Mr F complains about the way Admiral Insurance (Gibraltar) Limited (“Admiral”) investigated a claim and decided liability for a claim under his car insurance policy. What happened Mr F had a car insurance policy with Admiral. In January 2022 he was involved in ... (3 pages)View decision -
Decision Reference DRN-4586403
5 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4586403 The complaint Mrs L complains that Santander UK Plc did not refund a payment of £10,000 she says she lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mrs L and her husband, Mr... (4 pages)View decision -
Decision Reference DRN-4961521
5 Sep 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4961521 The complaint Mr and Mrs K are unhappy with how Royal & Sun Alliance Insurance Limited progressed a legal expenses claim following a previous complaint to our service. What happened Mr and Mrs K sought assistance from RSA with a neighbour issue in September 2022. There w... (3 pages)View decision -
Decision Reference DRN-4765528
5 Sep 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-4765528 The complaint Business A, a limited company, represented by Mr I complains Zempler Bank Limited trading as Cashplus Bank unfairly blocked his account and retained his funds. What happened On 18 October 2023 Business A’s account was restricted. Cashplus explained it was carr... (3 pages)View decision -
Decision Reference DRN-4951882
5 Sep 2024 Society of Lloyd's Not upheldInsuranceDRN-4951882 The complaint Mr E’s complaint is about the handling of his claims on his Society of Lloyd’s (‘Lloyd’s’) legal expenses insurance policy. Mr E says he was treated unfairly. In this decision all references to Lloyd’s include their claims handlers. What happened Mr E’s complai... (3 pages)View decision -
Decision Reference DRN-5005274
5 Sep 2024 AJ Bell Management Limited Not upheldPensions and AnnuitiesDRN-5005274 The complaint Mr P has a self-invested personal pension (‘SIPP’) with AJ Bell Management Limited (‘AJ Bell’). In 2008 he made several investments in his pension which he says have lost all of their value. Mr P’s complaint is that AJ Bell did not carry out adequate checks bef... (18 pages)View decision -
Decision Reference DRN-4883453
5 Sep 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4883453 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money has marked his credit file with a missed payment to his mortgage. Mr L says that’s very unfair, and it is stopping him from getting a new mortgage now. What happened Mr L said that towards the end ... (3 pages)View decision -
Decision Reference DRN-4870520
5 Sep 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4870520 The complaint Mr U complains about the charges Marsh Finance Ltd (“Marsh”) applied when he voluntarily terminated his car finance agreement. He also complains about failed collections and the way Marsh reported to his credit file. What happened Mr U entered into a hire agre... (3 pages)View decision -
Decision Reference DRN-4886012
5 Sep 2024 Elavon Financial Services Designated Activity Company Not upheldBanking and PaymentsDRN-4886012 The complaint Complaint A company, which I’ll refer to as R is unhappy that chargebacks were raised against it after the ‘Customer Not Present’ (CNP) transactions it accepted turned out to be fraudulent. R believes that Elavon Financial Services Designated Activity Company ... (4 pages)View decision
