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-4601533
21 Feb 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4601533 The complaint Mr H complains that Financial Administration Services Limited (Fidelity) won’t provide him with a usable document that outlines the book costs of the investment he has transferred over to a different firm. He says what it has provided him is unwieldy and not fit f... (3 pages)View decision -
Decision Reference DRN-4533965
21 Feb 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4533965 The complaint Mr B complains that Metro Bank PLC (trading as RateSetter) is holding him responsible for the debt on a loan he says he didn’t consent to. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, ... (2 pages)View decision -
Decision Reference DRN-4457290
21 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4457290 The complaint A company I’ll call P complains that National Westminster Bank PLC (NatWest) allowed a former director to fraudulently apply for a Bounce Back Loan (BBL), before spending the proceeds on personal items. To put things right, P wants NatWest to write the BBL off and... (3 pages)View decision -
Decision Reference DRN-4551800
21 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4551800 The complaint Mr B has complained about the events that occurred when he attempted to switch his current account to TSB Bank plc. What happened Mr B wanted to switch his current account to TSB. To do so, he first needed to open a new current account with the bank, and this was ... (2 pages)View decision -
Decision Reference DRN-4352276
21 Feb 2024 Trussle Lab Ltd Not upheldMortgagesDRN-4352276 The complaint This complaint is about a mortgage Mrs and Mr D took out on the advice and recommendation of Trussle Lab Ltd trading as Better. They’re unhappy with the service from Better, which included it cancelling their application altogether for several weeks. A mortgage wa... (3 pages)View decision -
Decision Reference DRN-4618236
21 Feb 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4618236 The complaint Mr A’s complaint is about a claim he made on his Assurant General Insurance Limited (‘Assurant’) mobile phone insurance policy. Mr A is unhappy with the outcome of that claim. What happened Mr A had a problem with his phone screen so made a claim on his Assurant m... (2 pages)View decision -
Decision Reference DRN-4471427
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4471427 The complaint Mr F complains that Santander UK Plc unreasonably closed his accounts after he received payments later reported as fraud. He also complains of the difficulties in collecting the remaining funds. What happened Mr F held several bank accounts with Santander. In Augu... (3 pages)View decision -
Decision Reference DRN-4634873
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4634873 The complaint L has complained about U K Insurance Limited’s (UKI) decision to turn down its claim under its Motor Fleet Insurance policy for a stolen vehicle (vehicle M). It’s also unhappy about the way the claim was handled by UKI. L is represented by Mr C, who is a director ... (4 pages)View decision -
Decision Reference DRN-4611065
21 Feb 2024 Conister Finance & Leasing Ltd Not upheldBanking and PaymentsDRN-4611065 The complaint A limited company, which I’ll call R, complains that Conister Finance & Leasing Ltd mis-sold it a bounce back loan (“BBL”) and unfairly usedc part of the proceeds to repay other debts. R is represented by its director, Mr H. What happened Conister told us: M... (3 pages)View decision -
Decision Reference DRN-4430508
21 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4430508 The complaint Mr S and Mrs B complain that Lloyds Bank PLC (“Lloyds”) won’t refund £20,400 they lost to an investment scam beginning in May 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on givi... (2 pages)View decision
