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 360264 results
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Decision Reference DRN-4387206
1 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4387206 The complaint A company, which I’ll refer to as F, complains that Santander UK Plc unreasonably delayed opening a new savings account. What happened F’s representatives told us: In October 2022, they applied for a new savings account with Santander. They were told that the app... (2 pages)View decision -
Decision Reference DRN-3797199
1 Mar 2024 London Capital Group Ltd Not upheldInvestmentsDRN-3797199 The complaint Mr A has complained that London Capital Group Ltd (‘LCG’) prevented him from withdrawing funds from his account. He says this caused him to lose over 80% of his funds. He would like the money returned to him and LCG’s customer service to be improved. What happened... (5 pages)View decision -
Decision Reference DRN-4628822
1 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4628822 The complaint Mr A is unhappy Royal & Sun Alliance Insurance Limited turned down a claim he made on his pet insurance policy. What happened In March 2023 Mr A’s cat needed dental treatment for a rotten tooth. After having the treatment he made a claim on his policy with RSA... (2 pages)View decision -
Decision Reference DRN-4439196
1 Mar 2024 Clydesdale Bank Plc UpheldMortgagesDRN-4439196 The complaint Mr A and Mrs U complain that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t tell them they could apply for a new deal 120 days before their existing deal expired. They also complain that Virgin didn’t let them know there was a cut-off date for the app... (5 pages)View decision -
Decision Reference DRN-4640285
1 Mar 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4640285 The complaint Mr L is unhappy DAS Legal Expenses Insurance Company Limited turned down a claim he made on his legal expenses insurance policy What happened Mr L has legal expenses insurance with DAS provided as part of his home insurance. The landlord of his leasehold property ... (4 pages)View decision -
Decision Reference DRN-4586464
1 Mar 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4586464 The complaint Mr C complained that Advantage Insurance Company Limited cancelled his motor insurance policy. What happened Advantage cancelled Mr C’s telematics policy with them. This was because they weren’t receiving driving data about his car, and he hadn’t replied to the le... (2 pages)View decision -
Decision Reference DRN-4620957
1 Mar 2024 WorldPay (UK) Limited Not upheldBanking and PaymentsDRN-4620957 The complaint A company which I’ll call ‘G’ complains that WorldPay (UK) Limited treated them unfairly by applying the wrong fee rate to certain transactions. The complaint is brought on G’s behalf by their director, Mr V. What happened G had a merchant services agreement which... (2 pages)View decision -
Decision Reference DRN-4596861
1 Mar 2024 Klarna Bank AB (publ) UpheldConsumer CreditDRN-4596861 The complaint Mr S is complaining about Klarna Bank AB (publ) because it didn’t correctly apply a payment and this led to the account defaulting. Klarna reported this to the credit reference agencies (CRAs) and Mr S says his mortgage application was declined as a result. What h... (3 pages)View decision -
Decision Reference DRN-4583361
1 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4583361 The complaint Miss B complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In January 2023, Miss B’s then boyfriend told her a friend of his had an opportunity to invest in stocks and shares and could make a quick ... (3 pages)View decision -
Decision Reference DRN-4252122
1 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4252122 The complaint Mr B complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened During 2021, Mr B met two women on an online dating website. He initially paid them for explicit photos and videos, which they sent... (4 pages)View decision
