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-4467889
29 Feb 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4467889 The complaint Ms B complains about the way Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim under her home insurance policy. What happened The circumstances of this complaint are well known to both parties, so I’ll only summarise them here. Ms B tells us her ho... (3 pages)View decision -
Decision Reference DRN-4615985
29 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4615985 The complaint Mr P has complained that Clydesdale Bank Plc (trading as Virgin Money) has inadequate processes in place for verifying itself when making unexpected and unsolicited outbound calls to its customers. What happened The circumstances that led to this complaint are wel... (2 pages)View decision -
Decision Reference DRN-4654603
29 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4654603 The complaint Mrs M complains that Barclays Bank UK PLC didn’t give her clear information about repaying her mortgage current account reserve balance when she redeemed her mortgage. What happened Mrs M had a mortgage with Barclays. She also had a mortgage current account (MCA) ... (2 pages)View decision -
Decision Reference DRN-4018402
29 Feb 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4018402 The complaint Mr P complains that Lendable Ltd didn’t agree to write off a loan he holds with them, despite explaining to them that he was coerced into taking out the loan by a third-party. What happened In December 2021, an online application for a £1,000 loan was made to Lend... (4 pages)View decision -
Decision Reference DRN-4600962
29 Feb 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4600962 The complaint Mr A complains about the way Inter Partner Assistance SA (IPA) has handled and settled a medical expenses claim he made on a travel insurance policy. What happened Mr A holds travel insurance as a benefit of a charge card. In July 2023, Mr A was abroad on holiday.... (5 pages)View decision -
Decision Reference DRN-4652547
29 Feb 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4652547 The complaint Miss N complains that Ageas Insurance Limited declined her claim and cancelled her car insurance policy. What happened Miss N had a car insurance policy underwritten by Ageas, which she took out on 29 May 2023. On the same day, she made a claim after a third party... (4 pages)View decision -
Decision Reference DRN-4594631
29 Feb 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4594631 The complaint Mr L is unhappy because he feels that Yorkshire Building Society (YBS) didn’t answer a query he raised with them about language present in their terms and conditions. What happened Mr L noticed that YBS’s terms and conditions included that YBS would close a custom... (2 pages)View decision -
Decision Reference DRN-4631900
29 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4631900 The complaint Mr M complains that Santander UK Plc (“Santander”) won’t refund over £36,000 that he lost to an investment scam beginning in July 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief su... (8 pages)View decision -
Decision Reference DRN-4592982
29 Feb 2024 Experian Limited Not upheldConsumer CreditDRN-4592982 The complaint Mr A complains that information is missing from his Experian Limited credit file. What happened Last year, Mr A complained to Experian that a mortgage he holds on a previous address isn’t showing on his credit file. Experian reviewed Mr A’s credit file and found t... (3 pages)View decision -
Decision Reference DRN-4612357
29 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4612357 The complaint Mr S complains Lloyds Bank PLC (“Lloyds”) closed his account without explanation. Mr S says Lloyds’ actions have prevented him - and his family - from accessing its financial services in the future and caused him substantive distress and inconvenience. To put thin... (3 pages)View decision
