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 364422 results
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Decision Reference DRN-5210401
13 Dec 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5210401 The complaint Miss E complains that Loans 2 Go Limited (referred to in this decision as “L2G”) lent to her irresponsibly. She complains that L2G didn’t do enough to check the lending would be affordable and that the terms of the loan weren’t made clear to her before the lend... (4 pages)View decision -
Decision Reference DRN-5167403
13 Dec 2024 Society of Lloyd's UpheldInsuranceDRN-5167403 The complaint Ms W complains that Society of Lloyd's declined a claim on her legal expenses insurance and said the policy was void. Where I refer to Society of Lloyd's, that includes its agents and claims handlers acting on its behalf. What happened Ms W instructed... (3 pages)View decision -
Decision Reference DRN-4873078
13 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4873078 The complaint Mr T complains Bank of Scotland plc, trading as Halifax, say his savings account was closed in 2010 and the funds withdrawn when he hadn’t done so. Mr T is also unhappy his representative was told the account had fallen dormant and they needed to write to a spe... (4 pages)View decision -
Decision Reference DRN-5153635
13 Dec 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-5153635 The complaint Mrs D complains that Skipton Building Society didn’t make the terms and conditions of her Lifetime ISA (LISA) clear enough to her. What happened Mrs D opened a LISA online in October 2020. She explains she spoke to members of staff at Skipton about her account ... (2 pages)View decision -
Decision Reference DRN-4946725
13 Dec 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4946725 The complaint Mrs H has complained about the way Ikano Bank AB (publ) responded to claims she’d made under the Consumer Credit Act 1974 (the “CCA”) and her request for money back. Mrs H has been represented in bringing her complaint but, to keep things simple, I’ll mainly re... (4 pages)View decision -
Decision Reference DRN-5210272
13 Dec 2024 Principal Insurance Limited UpheldInsuranceDRN-5210272 The complaint Mr M complains about charges retained by Principal Insurance Limited (“Principal”) after his car insurance policy was cancelled. What happened In November 2023 Mr M took out a car insurance policy online which was arranged by Principal. Shortly after taking th... (4 pages)View decision -
Decision Reference DRN-4948430
13 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4948430 The complaint Ms B complains that National Westminster Bank Plc (NatWest) is refusing to refund her the amount she lost as the result of a scam. Ms B is being represented by a third party. To keep things simple, I will refer to Ms B throughout my decision. What happened The ... (4 pages)View decision -
Decision Reference DRN-4812429
13 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4812429 The complaint A company which I’ll call ‘S’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on S’s behalf by its director, Ms K. What happened S held an account with Barclays in its own name. It also hel... (4 pages)View decision -
Decision Reference DRN-5124539
13 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5124539 The complaint Mr and Mrs C complain Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a storm damage claim against their home insurance policy. What happened In summary, Mr and Mrs C held a home insurance policy which was underwritten by RSA. They made a sto... (4 pages)View decision -
Decision Reference DRN-4971143
13 Dec 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4971143 The complaint Mrs C complains Helvetia Global Solutions Ltd offered an unreasonable settlement for her alloy wheel insurance claim. Helvetia’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Helvetia’s o... (5 pages)View decision
