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 352408 results
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Decision Reference DRN-4420266
13 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4420266 The complaint Mr M is complaining that MBNA Limited lent to him irresponsibly by providing him with a credit card. What happened In August 2020, MBNA approved Mr M’s application for a credit card, giving him a limit of £13,000. Mr M complained to MBNA in June 2023 saying they’d... (4 pages)View decision -
Decision Reference DRN-4300070
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4300070 The complaint Mr C complains Lloyds Bank PLC unfairly closed his bank account and provided him with poor service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr C c... (2 pages)View decision -
Decision Reference DRN-4560207
13 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4560207 The complaint Mr B complains Clydesdale Bank Plc trading as Virgin Money (“Virgin”) has not dealt fairly with a claim he made under section 75 of the Consumer Credit Act (“CCA”). What happened All parties to the complaint should by now be well-familiar with the background, so I... (4 pages)View decision -
Decision Reference DRN-4138552
13 Mar 2024 Vacation Finance Limited UpheldConsumer CreditDRN-4138552 The complaint Mr W complains that Vacation Finance Limited (“VFL”) didn’t uphold his complaint pursuant to sections 75 and 140A of the Consumer Credit Act 1974 (“the CCA”) in respect of a timeshare product he purchased and funded with a loan they provided. What happened Mr W he... (5 pages)View decision -
Decision Reference DRN-4679890
13 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4679890 The complaint Miss F complains that Bank of Scotland plc trading as Halifax (“Halifax”) is unfairly holding her liable for transactions made from her account. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In bri... (3 pages)View decision -
Decision Reference DRN-4679407
13 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4679407 The complaint Mr H complains about the service he received from Santander UK Plc. What happened Mr H wanted to book a face-to-face meeting with his branch manager. He says that he emailed the branch manager directly but didn’t get a reply. So, Mr H called Santander and he says ... (3 pages)View decision -
Decision Reference DRN-4672871
13 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4672871 The complaint Mr M has complained that Admiral Insurance (Gibraltar) Limited declined a claim he made on a travel insurance policy. What happened Mr M and his wife were due to travel abroad on 8 December 2023. However, his father-in- law was admitted to hospital just prior to t... (2 pages)View decision -
Decision Reference DRN-4598967
13 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4598967 The complaint Mr and Mrs H complained that Aviva Insurance Limited (“Aviva”) unfairly handled his claim under his motor policy and Aviva’s contractors took too long to repair his vehicle and caused damage in doing so. What happened Mr and Mrs H made a claim after a van pulled o... (2 pages)View decision -
Decision Reference DRN-4679406
13 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4679406 The complaint Miss S complains that ReAssure Limited has failed to apply pension contributions made on her behalf by her employer. What happened I issued a provisional decision on this complaint in October 2023. In that decision I explained why I thought ReAssure had treated Mi... (4 pages)View decision -
Decision Reference DRN-4401518
13 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4401518 The complaint Miss H complains Lloyds Bank PLC didn’t do enough to protect her when she fell victim to an investment scam. What happened Miss H has a joint account with Lloyds Bank with a debit card and has credit cards elsewhere. Miss H says she joined a dating website in Dece... (2 pages)View decision
