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-4644796
21 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4644796 The complaint Mr C complains about how Lloyds Bank PLC (“Lloyds”) handled a claim he made in relation to a transaction on his credit card. What happened Mr C purchased a car, through a company I’ll refer to as “S”, in March 2023. The cost of the car was £25,999. Mr C paid a ... (4 pages)View decision -
Decision Reference DRN-5053604
21 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5053604 The complaint Mr G complains that AXA Insurance UK Plc treated him unfairly when he made a claim for his damaged sofa. Reference to AXA will include those who were acting on their behalf. What happened Mr G has a property which he rents out, and his AXA insurance policy cov... (2 pages)View decision -
Decision Reference DRN-5100171
21 Nov 2024 Vitality Life Limited Not upheldInsuranceDRN-5100171 The complaint Ms R’s complained that Vitality Life Limited have unfairly declined the claim she made under the “Core Serious Illness Cover for Children” section of her policy. What happened Ms R bought a life and serious illness policy from Vitality a number of years ago. A... (2 pages)View decision -
Decision Reference DRN-5134236
21 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5134236 The complaint Ms M complains about the price charged by Liverpool Victoria Insurance Company Limited (“LV”) after she made changes to her car insurance policy. What happened Ms M made some changes to her policy, but she complained when this led to LV quoting an additional p... (3 pages)View decision -
Decision Reference DRN-4863948
21 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4863948 The complaint Mr H complains that J.P. Morgan Europe Limited (trading as Chase) unreasonably blocked his account without explanation. He’d like to be compensated for the inconvenience this caused. What happened Mr H holds an account with Chase. But in October 2023 while try... (3 pages)View decision -
Decision Reference DRN-5157366
21 Nov 2024 Covea Insurance plc UpheldInsuranceDRN-5157366 The complaint Mrs A complains about Covea’s decision that a claim she made after a fire at her property was covered by the malicious damage peril in her policy and so subject to a £10,000 limit. What happened The background to this case is well known to both parties, so I’ll... (5 pages)View decision -
Decision Reference DRN-5121473
21 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5121473 The complaint Mr H complains about the way in which Zopa Bank Limited has administered his loan. What happened In September 2023 Mr H applied for a loan with Zopa. The loan was for £17,000 with contractual monthly payments of £477.59 over a 48 month term, with payments due o... (2 pages)View decision -
Decision Reference DRN-4983756
21 Nov 2024 Quilter Financial Services Ltd UpheldInvestmentsDRN-4983756 The complaint Ms L complains about the suitability of investment advice given to her by Quilter Financial Services Ltd. What happened In 2022 Ms L spoke with an adviser from Quilter and a while later invested funds in an Individual Savings Account (ISA) and a Collective Inve... (4 pages)View decision -
Decision Reference DRN-5084030
21 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5084030 The complaint Mr N is being represented by solicitors. He’s complaining about Wise Payments Limited because it won’t refund money he lost as the result of fraud. What happened Sadly, Mr N was the victim to a cruel job scam. He says he was approached on WhatsApp by somebody o... (4 pages)View decision -
Decision Reference DRN-5162953
21 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-5162953 The complaint F and L complain that Santander UK Plc didn’t respond to questions they raised about the validity of their mortgage. What happened F and L originally took a mortgage with Santander in 2011. They say that in April 2023 they handed a document into a branch of San... (3 pages)View decision
