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 357004 results
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Decision Reference DRN-4629942
22 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4629942 The complaint Mr T complains Lloyds Bank PLC didn’t do enough to protect him when he fell victim to a job scam. What happened Mr T has an account with Lloyds Bank and an account with another business who I’ll refer to as “H” in the rest of this decision. Mr T says he was contac... (2 pages)View decision -
Decision Reference DRN-4789355
22 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4789355 The complaint Ms P complains Santander UK plc (Santander) unfairly blocked her bank account when she attempted to make an online payment. What happened Ms P says she attempted to make an online payment to a friend in early December 2023 but was sent a text message to contact Sa... (3 pages)View decision -
Decision Reference DRN-4809255
22 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4809255 The complaint Mr H has complained about the way Admiral Insurance Gibraltar Limited has handled his claim for damage to his car under his Car Insurance Policy. What happened Mr H’s car was damaged when a refuse truck reversed into it. He contacted Admiral to make a claim. Mr H ... (3 pages)View decision -
Decision Reference DRN-4726473
22 May 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4726473 The complaint Mr P complains about the service provided by Tesco Underwriting Limited when responding to his home insurance claim. Tesco are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Tesco accept they a... (2 pages)View decision -
Decision Reference DRN-4779406
22 May 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4779406 The complaint Mr G is complaining about Metro Bank PLC trading as RateSetter because he says it lent irresponsibly when offering him a loan he couldn’t afford. What happened In August 2023, Mr G took a loan for £7,500 with RateSetter. Following his subsequent complaint, RateSet... (2 pages)View decision -
Decision Reference DRN-4793757
22 May 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4793757 The complaint Mr K is unhappy that St James’s Place UK plc (SJP) delayed in dealing with a transfer of his pension to a new provider. What happened I issued a provisional decision on 24 April 2024. I’ve repeated here what I said about what had led up to Mr K’s complaint and why... (6 pages)View decision -
Decision Reference DRN-4809499
22 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4809499 The complaint Mr J has complained that esure Insurance Limited (esure) unfairly declined a claim under a home insurance policy. What happened Mr J had a buildings insurance policy with esure from April 2016 onwards. On 21 April 2022, he added contents insurance to the policy. A... (4 pages)View decision -
Decision Reference DRN-4770881
22 May 2024 AWP P&C S.A. UpheldInsuranceDRN-4770881 The complaint Mr and Mrs W are unhappy that AWP P&C S.A. declined a claim they made on their travel insurance policy. What happened Mr and Mrs W cancelled their cruise as Mr W was unwell. They claimed on their travel insurance policy, but the claim was declined because they... (2 pages)View decision -
Decision Reference DRN-4808252
22 May 2024 Countrywide Assured Plc Not upheldInvestmentsDRN-4808252 The complaint Mr B complains about Countrywide Assured Plc (‘Countrywide’). He says that the two savings plans that he was advised to start were not suitable for him. And he should have been advised to start an alternative plan that the business offered at the same time. What h... (4 pages)View decision -
Decision Reference DRN-4687904
22 May 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4687904 The complaint Mrs G complains that the Co-operative Bank Plc (Co-op) won’t refund the money she lost when she was the victim of a scam. What happened Mrs G was looking to buy a vehicle. She found one that met her needs on the online marketplace of a social media site. The vehic... (3 pages)View decision
