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-4343474
29 Jan 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4343474 The complaint Mrs W complains that TSB Bank plc provided incorrect information about transferring funds using an Additional Personal Subscription (APS) into an Individual Savings Account and provided a poor level of service when she attended an appointment in branch. What happe... (3 pages)View decision -
Decision Reference DRN-4544771
29 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4544771 The complaint Mrs F and Mr F complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the way their claim for damage to their property caused by a blocked drain was handled. What happened The events that transpired during the claim are well known to both parties. S... (7 pages)View decision -
Decision Reference DRN-4522055
29 Jan 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4522055 The complaint The estate of Mrs R, represented by its executors, Mr R and Ms R, has complained about Lloyds Bank General Insurance Limited. It is the property insurer for the property subject of the will. Mr R has mainly dealt with the claim and complaint. For ease of reading, ... (3 pages)View decision -
Decision Reference DRN-4544193
29 Jan 2024 Vitality Health Limited Not upheldInsuranceDRN-4544193 The complaint Mr C complains that Vitality Health Limited unfairly declined a claim on his private medical insurance policy. What happened I’ll only summarise what happened as both parties are familiar with the background of this complaint. Mr C had a private medical insurance ... (3 pages)View decision -
Decision Reference DRN-4502606
29 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4502606 The complaint Mrs E complains that Barclays Bank UK PLC won’t reimburse her the money she transferred to a fraudster. What happened Mrs E explains that a former colleague introduced her to an individual they used to work with in a foreign currency exchange company. The individu... (4 pages)View decision -
Decision Reference DRN-4586722
29 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4586722 The complaint Ms G complains that Admiral Insurance (Gibraltar) Limited cancelled her combined motor and property insurance policy without adequately informing her What happened Ms G took out a combined motor and contents insurance policy with Admiral. She paid the full yearly ... (4 pages)View decision -
Decision Reference DRN-4587675
29 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4587675 The complaint Mr D complains about delays in West Bay Insurance Plc (West Bay) arranging repairs to his car, and for its poor standard of service following a claim he made under his motor insurance policy. What happened Mr D was involved in an accident when driving in December ... (4 pages)View decision -
Decision Reference DRN-4585698
29 Jan 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4585698 The complaint Mr R is a sole trader, trading as P. He complains that Revolut Ltd didn’t do enough to prevent the loss he suffered when he sent a payment to one of its customer’s accounts because of a scam. Mr R has used a representative to bring his complaint, but for ease of r... (2 pages)View decision -
Decision Reference DRN-4436546
29 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4436546 The complaint Mr C says Tesco Personal Finance PLC, trading as Tesco Bank, were unreasonable to report a missed payment to his credit file. 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 givi... (2 pages)View decision -
Decision Reference DRN-4569099
29 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4569099 The complaint Mr O complains that National Westminster Bank Plc is unfairly pursuing him for repayment of a Bounce Back Loan (BBL). What happened Mr O, operating with a trading name which I’ll refer to as T, took out a £50,000 BBL from NatWest in June 2020. BBLs were designed t... (2 pages)View decision
