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-4461785
25 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4461785 The complaint Ms H complains that Nationwide Building Society allowed her daughter to close an account held in joint names without her permission. She says she funded the account and has now lost her savings. Ms H wants the money refunded and compensation for the stress and ups... (3 pages)View decision -
Decision Reference DRN-4266738
25 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4266738 The complaint Mr R complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr R joined a pop... (3 pages)View decision -
Decision Reference DRN-4428665
25 Jan 2024 Unum Ltd Not upheldInsuranceDRN-4428665 The complaint Mr S complains about Unum Ltd’s decision to decline his claim for total and permanent disability (TPD) benefit under his critical illness cover. What happened The history of this claim is well known to Mr S and Unum. So I’ll give just a brief summary here. In 201... (4 pages)View decision -
Decision Reference DRN-4513209
25 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4513209 The complaint Mr S is unhappy that U K Insurance Limited (UKI) failed to respond to his questions about business cover under his home insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are th... (3 pages)View decision -
Decision Reference DRN-4503767
25 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4503767 The complaint Dr D’s complaint is about U K Insurance Limited’s (“UKI”) handling of a claim she made under the legal expenses section of her home insurance policy. What happened Dr D had a dispute with a contractor who had carried out some work on her home. Her policy with UKI ... (5 pages)View decision -
Decision Reference DRN-4554668
25 Jan 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4554668 The complaint Miss M and Mr D are unhappy that The Royal London Mutual Insurance Society Limited declined a terminal illness claim made by Miss M on their life cover plan (‘the plan’). As this complaint is about the claim made on the plan by Miss M, and for ease, I’ll refer to ... (2 pages)View decision -
Decision Reference DRN-4548167
25 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4548167 The complaint Mr W complains that a timeshare product was misrepresented to him. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mr W says he has a claim against VFL in the same way he has a claim against the timeshar... (5 pages)View decision -
Decision Reference DRN-4536901
25 Jan 2024 Johnston Campbell Ltd UpheldPensions and AnnuitiesDRN-4536901 The complaint Mr P complained that Johnston Campbell Ltd trading as Amber River NI (JCL) took too long to advise him on the transfer of the value of benefits in a former employer’s defined benefit (DB) pension scheme and too long to arrange the transfer to Mr P’s self-invested ... (8 pages)View decision -
Decision Reference DRN-4258589
25 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4258589 The complaint Miss S complains that Wise Payments Limited (Wise) is refusing to refund her the amount she lost as the result of a scam. Miss S is being represented by a third party. To keep things simple, I will refer to Miss S throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-4434992
25 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4434992 The complaint Ms L complains Bank of Scotland plc trading as Halifax (Halifax) breached her privacy by sending an email to her grandson about an appointment she had made. What happened Ms L says she contacted Halifax to make an appointment to discuss the interest rate on her sa... (2 pages)View decision
