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-4740739
21 May 2024 TSB Bank plc UpheldConsumer CreditDRN-4740739 The complaint Mr R complains that TSB Bank plc (“TSB”) reported a loan account to the credit reference agencies even though he withdrew from the loan agreement within the cooling-off period. What happened In October 2023, Mr R applied to TSB for a loan. His application was appr... (3 pages)View decision -
Decision Reference DRN-4808256
21 May 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4808256 The complaint Mr B complained about eToro (UK) Ltd. He said it made a mistake when it handled his withdrawal request and because of this the money was returned to his account. Mr B said eToro should pay him compensation for the mistake it made including refunding fees to him an... (4 pages)View decision -
Decision Reference DRN-4805350
21 May 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4805350 The complaint Miss H and Mr S have complained that Inter Partner Assistance SA (‘IPA’) unfairly declined their claim. What happened Miss H and Mr S had a travel insurance policy, underwritten by IPA. They travelled abroad when Miss H became unwell. After a short stay in hospita... (3 pages)View decision -
Decision Reference DRN-4609578
21 May 2024 FIL Wealth Management Limited Not upheldPensions and AnnuitiesDRN-4609578 The complaint Mr S complained that he was unhappy with both the level of charges and the recommendations made by FIL Wealth Management Limited trading as Fidelity Investment Advisory Services (FIAS). He felt that the recommendations made were unsuitable for him. What happened O... (4 pages)View decision -
Decision Reference DRN-4806139
21 May 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4806139 Complaint Mr M complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said he was the monthly payments for the agreement weren’t affordable and so he shouldn’t have been accepted for it. Background In January 20... (3 pages)View decision -
Decision Reference DRN-4645130
21 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4645130 The complaint Mr R and Mrs V complain about the way Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim they made for subsidence damage under their home insurance policy. Any reference to Lloyds usually includes its appointed agents, unless set out otherwise. Mr R ... (3 pages)View decision -
Decision Reference DRN-4549674
21 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4549674 The complaint Mr S has complained that Lloyds Bank PLC, trading as MBNA, has refused to refund him for a damaged computer he paid for with his MBNA card, that he returned to the merchant. What happened Mr S has made around five purchases from the merchant over the past years, a... (2 pages)View decision -
Decision Reference DRN-4784207
21 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4784207 The complaint Mr R is unhappy that Bank of Scotland plc trading as Halifax hasn’t agreed to refund him fees he incurred when he instructed a solicitor in connection with a successful fraud claim. What happened Mr R contacted Halifax in August 2023 after he was concerned he’d be... (4 pages)View decision -
Decision Reference DRN-4806883
21 May 2024 Unum Ltd Not upheldInsuranceDRN-4806883 The complaint 1. Mr W is unhappy with the way in which Unum Limited handled a claim made on a group income protection insurance policy, including declining the claim. What happened 2. Mr W has the benefit of a group income protection policy (‘the policy’) through his employer, ... (5 pages)View decision -
Decision Reference DRN-4720458
21 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4720458 The complaint Mrs F has complained that Nationwide Building Society “Nationwide” sent a savings account card in her name, but to a joint account holder – who Mrs F says is an ex-partner. What happened Mrs F held a joint savings account with her ex-partner. Due to an existing sa... (2 pages)View decision
