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-4591871
31 Jan 2024 Wakam UpheldInsuranceDRN-4591871 The complaint Mr P has complained about the way Wakam handled his claim under his Taxi Insurance policy. Wakam is the underwriter (insurer) of this policy. Much of this complaint concerns the actions of its appointed agents. As Wakam is accountable for the actions of its agents... (3 pages)View decision -
Decision Reference DRN-4489560
31 Jan 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4489560 The complaint Mr T complains Starling Bank Limited (“Starling”) failed to take reasonable steps to protect him from financial harm when trying to make a payment. He believes Starling discriminated against him because of his vulnerability. What happened Mr T wished to make a pay... (3 pages)View decision -
Decision Reference DRN-4286365
31 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4286365 The complaint Ms P has complained that The Co-operative Bank Plc (“Co-op Bank”) closed a dormant account shortly after she transferred funds into it. What happened On 6 April 2023, Ms P made two payments into a dormant account held with Co-op Bank. As the account the money was ... (4 pages)View decision -
Decision Reference DRN-4542875
31 Jan 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4542875 The complaint Mrs K is unhappy with the decision made by Acromas Insurance Company Limited (Acromas) following a claim made under her car insurance policy. What happened Mrs K took out a car insurance policy with Acromas in October 2022. The policy conditions for a claim made ... (3 pages)View decision -
Decision Reference DRN-4496655
31 Jan 2024 Nude Finance Limited UpheldBanking and PaymentsDRN-4496655 The complaint Miss E complains that Nude Finance Limited did not respond to her communications which resulted in her losing a £1,000 bonus. What happened Miss E held a cash Lifetime Individual Savings Account (LISA) with Nude. She communicated with Nude on 14 October 2022, and ... (3 pages)View decision -
Decision Reference DRN-4274614
31 Jan 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4274614 The complaint Mr B complains that when he was getting a mortgage with Bank of Scotland plc trading as Halifax he got a Level 2 Survey (known as a Homebuyers Report ) which missed “ sulphate attack” in the property. Mr B wants Halifax to pay for a repeat performance of the surve... (2 pages)View decision -
Decision Reference DRN-4413999
31 Jan 2024 Markerstudy Insurance Company Limited Not upheldInsuranceDRN-4413999 The complaint Mr M is complaining about the way Markerstudy Insurance Company Limited handled a claim he made on his car insurance policy. He’s also unhappy he was held partially responsible for the accident. What happened The facts of this complaint are well known to all parti... (3 pages)View decision -
Decision Reference DRN-4591059
31 Jan 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4591059 The complaint Mr K complains J.P. Morgan Europe Limited trading as Chase unfairly blocked and closed his account. He wants compensation for the impact this had on him. What happened What follows is the same background facts I set out in my provisional decision. I repeat them he... (4 pages)View decision -
Decision Reference DRN-4535846
31 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4535846 The complaint Mr P complains about his card and account being blocked by Bank of Scotland plc (“BOS”). Mr P is being represented by a third party. What happened Mr P is unhappy that BOS have been applying blocks and freezes to his account over several years. Mr P says this has ... (4 pages)View decision -
Decision Reference DRN-4227067
31 Jan 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4227067 The complaint Mr O complains that Metro Bank PLC rejected and returned a payment he attempted to make. He’d like the payment re-sent and compensation. What happened On 17 December 2022 Mr O made a payment for one euro to a Cuban supporting charity. However, on 20 December 2022 ... (2 pages)View decision
