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-4603722
8 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4603722 The complaint Mrs W and Mr W complain they were unable to access a fixed interest rate mortgage deal on-line. They say delays in speaking to a mortgage adviser meant they missed out on a more favourable rate. And they are unhappy with how their complaint was handled. What happe... (3 pages)View decision -
Decision Reference DRN-4532565
8 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4532565 The complaint Miss S complains about how Ageas Insurance Limited (“Ageas”) handled her claim following water damage at her home. Any reference to Ageas includes its agents. What happened In March 2022 Miss S says she noticed a wet patch on the carpet in her corr... (4 pages)View decision -
Decision Reference DRN-4610225
8 Feb 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4610225 The complaint Miss M and Mr M are unhappy that Accredited Insurance (Europe) Limited (AIL) declined their claim for the accidental loss of jewellery. The buildings and contents policy was underwritten by AIL and held in joint names. For ease of reading, and because she made the... (4 pages)View decision -
Decision Reference DRN-4495932
8 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4495932 The complaint Mr J is unhappy that Nationwide Building Society didn’t complete an international transfer that he instructed. What happened On 26 April 2023, Mr J instructed a transfer of £7,000 to his sister who resides overseas. The £7,000 left Mr J’s Nationwide account that d... (3 pages)View decision -
Decision Reference DRN-4444027
8 Feb 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4444027 The complaint Mr N says Lloyds Bank PLC (Lloyds) were unreasonable to default his account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’ve decided... (2 pages)View decision -
Decision Reference DRN-4609997
8 Feb 2024 PayPal (Europe) S. UpheldBanking and PaymentsDRN-4609997 The complaint Mr R complaints about PayPal (Europe) Sarl et Cie SCA being inconsistent and unfair by refusing to give him a refund of US $4,000. What happened I issued my provisional decision on this complaint on 27 January 2024, and this is what I said: I’ve considered the rel... (4 pages)View decision -
Decision Reference DRN-4605323
8 Feb 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4605323 The complaint Mr W has complained that Inter Partner Assistance SA (IPA) initially failed to identify that his travel insurance policy was still active at the point he became unwell, meaning that he missed out on inpatient treatment that had been advised by a doctor. What happe... (2 pages)View decision -
Decision Reference DRN-4608994
8 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4608994 The complaint A company, which I will refer to as R, complains that Barclays Bank UK Plc wrongly closed its business account. Mr E, who is a director of R, complains on its behalf. What happened Mr E told us: Towards the end of June 2022 he received an email from Barclays aski... (5 pages)View decision -
Decision Reference DRN-4462023
8 Feb 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4462023 The complaint Mr R complains that Vanquis Bank Limited continued to send him paper statements after he had requested to receive statements online only. He says this has caused him a great deal of stress. What happened Mr R says that in March 2023, Vanquis started sending him pa... (2 pages)View decision -
Decision Reference DRN-4609841
8 Feb 2024 Protector Insurance UK UpheldInsuranceDRN-4609841 The complaint Miss A complains about Protector Insurance UK’s (Protector) handling of a claim made under an insurance policy which covers her leasehold property. Where I’ve referred to Protector throughout, this also includes any actions and communication by agents appointed by... (3 pages)View decision
