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 359539 results
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Decision Reference DRN-4671456
28 Jun 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4671456 The complaint Mrs K has complained that money was transferred out of her bank account, but the money was not paid into her to her Wise Payments Limited (“Wise”) account. What happened Mrs K transferred 9 lots of £1,100 into her Wise account from her bank account in March and e... (2 pages)View decision -
Decision Reference DRN-4824560
28 Jun 2024 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-4824560 The complaint Mr G and Mrs G complain about the handling and settlement of their buildings insurance claim by AXA XL Insurance Company UK Limited. What happened The following is intended only as a brief summary of events. Additionally, whilst other parties have been involved in... (4 pages)View decision -
Decision Reference DRN-4856914
28 Jun 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4856914 The complaint Mrs R has complained about the handling of a claim by Tesco Underwriting Limited. What happened The background to this matter is well known to the parties so I won’t set out all the details here. In summary Mrs R made a claim under her motor insurance policy follo... (2 pages)View decision -
Decision Reference DRN-4823078
28 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4823078 The complaint Ms T complains that Lloyds Bank PLC (Lloyds) won’t refund money she lost in a romance scam. What happened What Ms T says: Ms T met someone on Facebook. She had recently gone through a divorce and lost her daughter as well, so she was vulnerable. The person she met... (6 pages)View decision -
Decision Reference DRN-4874091
28 Jun 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4874091 The complaint Mr S has complained that British Gas Insurance Limited mis-sold him a home emergency insurance policy. What happened Mr S says that he had moved his energy bills to British Gas in February 2021 and when he did so, British Gas added the home emergency insurance pol... (4 pages)View decision -
Decision Reference DRN-4813667
28 Jun 2024 Western Circle Ltd Not upheldConsumer CreditDRN-4813667 The complaint Mrs D complains that Western Circle Limited, trading as Cashfloat (Western Circle) lent to her irresponsibly. She says Western Circle did not carry out the appropriate due diligence and the loans were unaffordable. Mrs D also complains that the interest charged on... (5 pages)View decision -
Decision Reference DRN-4554989
28 Jun 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4554989 The complaint Mr and Mrs H, who are represented by a professional representative (‘PR’) complain that Vacation Finance Limited (‘VFL’) rejected their claims under s.75 and s.140A Consumer Credit Act (‘CCA’) in respect of a holiday product. What happened Mr and Mrs H have made a... (4 pages)View decision -
Decision Reference DRN-4716059
28 Jun 2024 Citibank UK Limited UpheldInvestmentsDRN-4716059 The complaint Mr H complains that Citibank UK Limited removed three of his investment holdings from his account and has allowed the US Treasury to seize one of those holdings. What happened In 2022 Citibank let Mr H know that they were closing his account, so Mr H arranged to t... (3 pages)View decision -
Decision Reference DRN-4745969
28 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4745969 The complaint Miss P complains that Santander UK Plc hasn’t refunded the money she’s lost to a scam. What’s happened? Miss P saw that a company I’ll refer to as ‘C’ was advertising a car for sale on social media. After exchanging some messages with the seller, she paid just ove... (2 pages)View decision -
Decision Reference DRN-4039671
28 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4039671 The complaint Mrs G has complained about the way Creation Consumer Finance Limited (“Creation”) responded to a claim she made under s75 of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account s140A of the CCA. What happe... (6 pages)View decision
