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-4572519
22 Jan 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4572519 The complaint Mr W, Ms W and Ms S complain that Astrenska Insurance Limited have unfairly declined their claim. What happened Mr W and his family were on holiday when the government of the country they were in sent a text message warning them to leave the area due to wildfires.... (2 pages)View decision -
Decision Reference DRN-4358699
22 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4358699 The complaint Mrs G complains about the way Lloyds Bank PLC (who I’ll call Lloyds) are attributing payments to the balances on her credit card 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 f... (2 pages)View decision -
Decision Reference DRN-4175844
22 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4175844 The complaint Mr W complains about U K Insurance Limited’s (‘UKI’s) handling of a claim made under his landlord insurance policy. Any reference to UKI includes the actions of its agents. What happened Mr W holds a landlord insurance policy with UKI which covers a property he re... (2 pages)View decision -
Decision Reference DRN-4562953
22 Jan 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-4562953 The complaint Mr S complains that Citibank UK Limited didn’t provide the service it should have in regard to a transfer he made from his investment account to his foreign currency account. What happened Mr S made a transfer of AUD 49,980 to his AUD Citibank account. He says tha... (4 pages)View decision -
Decision Reference DRN-4430248
22 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4430248 The complaint Mr F complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost in a scam. What happened Mr F says he saw a celebrity endorsed social media advert about investing in cryptocurrency through a company I’ll call G in this decision. He clicked on a link t... (5 pages)View decision -
Decision Reference DRN-4391913
22 Jan 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4391913 The complaint Mr P has complained that he is unhappy with the quality of a car he acquired on 30 September 2022, using a conditional sale agreement with Santander Consumer (UK) Plc, trading as Volvo Car Financial Services (“Santander”). What happened Mr P acquired a new Volvo i... (4 pages)View decision -
Decision Reference DRN-4563428
22 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4563428 The complaint Mr K complains that U K Insurance Limited (‘UKI’) avoided two landlord insurance policies, and cancelled/refused to renew another seven policies. What happened Mr K held nine landlord insurance policies with UKI. He made claims under two policies for malicious dam... (5 pages)View decision -
Decision Reference DRN-4358375
22 Jan 2024 The Co-operative Bank Plc Not upheldMortgagesDRN-4358375 The complaint Mr G and Miss G complained that The Co-operative Bank Plc (trading as Platform) would not offer them a new interest rate on their mortgage. What happened Mr G and Miss G took out a mortgage with Platform in 2007 for around £136,500 on an interest only basis over a... (4 pages)View decision -
Decision Reference DRN-4538497
22 Jan 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4538497 The complaint Mr and Mrs G have complained about the way Fairmead Insurance Limited handled a claim they made on their home buildings insurance policy. Mrs G has primarily dealt with things so, for simplicity, I’ll refer to her only. Reference to Fairmead includes its agents an... (5 pages)View decision -
Decision Reference DRN-4516544
22 Jan 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4516544 The complaint Mr A complained that the value of his pension funds fell significantly during 2022, at a greater rate than general market conditions could explain while managed by Phoenix Life Limited (Phoenix). He complained that Phoenix had not explained the basis on which his ... (3 pages)View decision
