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-4677623
12 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4677623 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited did not fairly value his car when he made a motor insurance claim. What happened Mr M had a fully comprehensive motor insurance policy with Admiral. On 28 July 2023, Mr M was involved in a road traffic acci... (4 pages)View decision -
Decision Reference DRN-4644953
12 Mar 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4644953 The complaint A company, which I’ll refer to as C, complains that HCC International Insurance Company Plc trading as Tokio Marine HCC (HCC) unfairly declined its theft claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them in d... (4 pages)View decision -
Decision Reference DRN-4608789
12 Mar 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4608789 The complaint Mrs H says Lloyds Bank PLC irresponsibly lent to her. What happened Mrs H says Lloyds gave her a five-year graduate loan for £10,000 in June 1999. Lloyds cannot confirm the terms or price of the loan, but thinks it was possible to defer the first payment. The loan... (3 pages)View decision -
Decision Reference DRN-4635840
12 Mar 2024 Society of Lloyd's UpheldInsuranceDRN-4635840 The complaint Miss B complains that Society of Lloyd’s mis-sold her an income protection insurance policy. What happened In September 2022, Miss B took out an income protection insurance policy online when she changed energy providers. The policy provided cover if Miss B was un... (3 pages)View decision -
Decision Reference DRN-4670383
12 Mar 2024 Principality Building Society Not upheldMortgagesDRN-4670383 The complaint Mr P complains that Principality Building Society unfairly recorded a marker against him with National Hunter, a fraud prevention agency, following a mortgage application. Mr P has brought this complaint via a representative. What happened Mr P says he had discuss... (3 pages)View decision -
Decision Reference DRN-4514029
12 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4514029 The complaint Mr S is complaining about MBNA Limited because he believes it incorrectly applied a late payment marker to his credit file. What happened Mr S has a credit card with MBNA. On 22 May 2023, it issued a monthly statement saying payment was due by 16 June. The stateme... (2 pages)View decision -
Decision Reference DRN-4501136
12 Mar 2024 Santander UK Plc Not upheldInvestmentsDRN-4501136 The complaint The executors of the estate of Mrs A complain that Santander UK Plc has failed to locate a savings bond for which a current passbook is held. What happened Mrs A sadly passed away in April 2018. So this complaint has been brought by the executors of her estate. An... (3 pages)View decision -
Decision Reference DRN-4420306
12 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4420306 The complaint Mr and Mrs E complain that Santander UK Plc (Santander) won’t refund the money they lost as a result of separate scams. They’re being supported by a representative. To keep things simple, I’ll refer to Mr E in this decision as he was the one involved with the paym... (8 pages)View decision -
Decision Reference DRN-4368985
12 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4368985 The complaint Mrs M complains that Revolut Ltd (“Revolut”) won’t refund over £80,000 she lost to a cryptocurrency investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-4562229
12 Mar 2024 Bank of Scotland Plc Not upheldInvestmentsDRN-4562229 The complaint Mr C complains that when he went into a branch of Bank of Scotland plc (BOS) to close a fixed rate bond he’d previously taken out he incurred a withdrawal charge – even though he believed he was inside the 14 day “cooling off” period. He also complains about the p... (4 pages)View decision
