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 353748 results
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Decision Reference DRN-4687129
15 Mar 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-4687129 The complaint Mr M is a sole trader, trading as L. He complains that errors made by the provider of his card terminals meant his business L couldn’t take card payments for almost a month, leading to losses of almost £12,000. Barclays Bank Plc (trading as Barclaycard) later expl... (2 pages)View decision -
Decision Reference DRN-4644171
15 Mar 2024 PIB Risk Services Limited UpheldInsuranceDRN-4644171 The complaint A company, which I’ll refer to as T, made a claim on its business protection insurance policy. The claim was rejected by the insurer and the policy declared void. T complains this happened as a result of failings by PIB Risk Services Limited. What happened T bough... (4 pages)View decision -
Decision Reference DRN-4687097
15 Mar 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4687097 The complaint Mr D has complained about his motor insurer Sabre Insurance Limited, regarding an increased policy premium and his policy being cancelled, with further charges applied. What happened Mr D thought he may have had an incident. So he updated Sabre but didn’t make a c... (3 pages)View decision -
Decision Reference DRN-4404756
15 Mar 2024 FCE Bank Plc Not upheldBanking and PaymentsDRN-4404756 The complaint Mrs L complains that FCE Bank Plc trading as Ford Money has compromised her personal data and caused her serious worry. Mrs L wants Ford Money to compensate her for the resulting distress and restoration of her email address book. What happened Ford Money ran a co... (3 pages)View decision -
Decision Reference DRN-4680458
15 Mar 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-4680458 The complaint Mr S complains that he was mis-sold a whole of life ‘50 Plus plan’, referred to as “the plan”, by Liverpool Victoria Financial Services Limited, referred to as “LV”. In summary, he’s unhappy that he could pay more in premiums than the sum assured. So, to put thing... (4 pages)View decision -
Decision Reference DRN-4681886
15 Mar 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4681886 The complaint Mrs S has complained that Lloyds General Insurance Limited (trading as Halifax) declined a claim she made on her buildings insurance policy for damage due to an escape of water. What happened At the end of April 2023, an area of the dining room floor gave way as a... (3 pages)View decision -
Decision Reference DRN-4506513
15 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4506513 The complaint Mr L complains that Santander UK Plc (“Santander”) refused to raise chargeback claims in respect of money held with two gambling merchants. What happened Mr L contacted Santander in February 2023 asking for help in retrieving money he’d deposited with two gambling... (3 pages)View decision -
Decision Reference DRN-4610692
15 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4610692 The complaint Mr W complains that Starling Bank Limited did not refund the £10,000 he lost to a scam What happened All parties are aware if the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr W invested £10,000 in a company he was int... (5 pages)View decision -
Decision Reference DRN-4329642
15 Mar 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4329642 The complaint Mr J complains that Ikano Bank AB (publ) (“Ikano”) rejected his claim under section 75 of the Consumer Credit Act 1974 (“the Act”) about a solar panel system. What happened In January 2020, Mr J bought a solar panel system (“the system”) from a supplier using a fi... (2 pages)View decision -
Decision Reference DRN-4313965
15 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4313965 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this com... (3 pages)View decision
