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 354447 results
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Decision Reference DRN-5199810
17 Dec 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-5199810 The complaint Mr I complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without properly checking his finances. What happened Mr I was granted six loans and a summary of his borrowing can be found below. loan number lo... (7 pages)View decision -
Decision Reference DRN-5158769
17 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5158769 The complaint Mr T is unhappy with how Aviva Insurance Limited (Aviva) has settled a claim made under his commercial property insurance policy. Any references to Aviva include their agents. Mr T is represented by Mr B, but for ease I’ll primarily refer to Mr T. What happen... (3 pages)View decision -
Decision Reference DRN-5214267
17 Dec 2024 BUPA Insurance Limited UpheldInsuranceDRN-5214267 The complaint Miss R complains that BUPA Insurance Limited (“Bupa”) authorised treatment under a private medical insurance policy but hasn’t confirmed what the authorisation covers. She’s also unhappy with how Bupa has handled some claims relating to this authorisation. Wha... (6 pages)View decision -
Decision Reference DRN-5024535
17 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5024535 The complaint Mr P complains that Covea Insurance plc declined a claim he made under his personal accident policy. What happened Mr P held a personal accident policy, provided by Covea. Mr P was hospitalised between 3 and 20 May 2021 due to septic arthritis in his right sho... (2 pages)View decision -
Decision Reference DRN-4646339
17 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4646339 The complaint Mr D complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In March 2023, Mr D looked online for a company that would help him invest in cryptocurrency. Mr D says cryptocurrency and trading w... (4 pages)View decision -
Decision Reference DRN-5216237
17 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5216237 Complaint Mr R has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr R is being represented in his complaint. Backg... (4 pages)View decision -
Decision Reference DRN-4689506
17 Dec 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4689506 The complaint Ms P complaint is about Ikano Bank AB (publ) (‘Ikano’). Ms P has been represented in her complaint. For simplicity, I will refer to Ms P throughout this decision. Ms P says Ikano’s response to a complaint she made was unfair. The complaint had different parts ... (3 pages)View decision -
Decision Reference DRN-5124846
16 Dec 2024 The Royal Bank of Scotland Plc UpheldInvestmentsDRN-5124846 The complaint Mrs A complains that The Royal Bank of Scotland Plc (‘RBS’) has acted unreasonably in relation to the transfer of an existing stocks and shares ISA to an RBS cash ISA. What happened Mrs A is represented in part by her husband Mr A, in bringing the complaint. M... (5 pages)View decision -
Decision Reference DRN-5124838
16 Dec 2024 The Royal Bank of Scotland Plc UpheldInvestmentsDRN-5124838 The complaint Mr A complains that The Royal Bank of Scotland Plc (‘RBS’) has acted unreasonably in relation to the transfer of an existing stocks and shares ISA to an RBS cash ISA. What happened Mr A and his wife were existing clients of an adviser from another business, fr... (5 pages)View decision -
Decision Reference DRN-5216253
16 Dec 2024 Handelsbanken Wealth & Asset Management Limited UpheldInvestmentsDRN-5216253 The complaint Mrs A complains that Handelsbanken Wealth & Asset Management Limited trading as Handelsbanken Wealth Management (referred to hereafter as ‘HWM’) has acted unreasonably in relation to the transfer of her investment ISA. What happened Mrs A is represented in ... (5 pages)View decision
