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-5200648
10 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5200648 The complaint Mr S, a sole trader, complains that Lloyds Bank PLC has treated him unfairly by putting his loans into default. What happened In 2018, Mr S borrowed around £1.1million from the bank, split between a fixed rate treasury loan (“the FRL”) and a variable rate loan ... (7 pages)View decision -
Decision Reference DRN-5200292
10 Dec 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5200292 The complaint Mr O complains about poor service from Co-op Funeral Plans Limited after it failed to collect Mrs O from home following her sudden death. Mr O is represented by a relative. What happened The history to this complaint is well known to the parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-4670544
10 Dec 2024 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-4670544 The complaint Mr B complains about the quality of a car acquired through a hire agreement from Alphabet (GB) Ltd (“Alphabet”). What happened Mr B entered a hire agreement with Alphabet in September 2017 for a new car. It was initially intended to be for around four years but... (2 pages)View decision -
Decision Reference DRN-4741461
10 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4741461 The complaint Mr Y says Bank of Scotland plc, trading as Halifax, refuses to refund him for two transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr... (2 pages)View decision -
Decision Reference DRN-5008909
10 Dec 2024 Gresham Insurance Company Limited Not upheldInsuranceDRN-5008909 The complaint Mr A has complained that Gresham Insurance Company Limited trading as Aviva has not settled his claim for storm damage made in January 2024. What happened In July 2023 and in November 2023 Mr A notified Aviva of damage he said had been caused to his roof by st... (3 pages)View decision -
Decision Reference DRN-5123191
10 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5123191 The complaint Mr S complains that The Co-operative Bank Plc (“CB”) isn’t allocating his payment to his credit card account quickly enough resulting in him paying more interest. What happened Mr S holds a credit card with CB. He’s unhappy that payments made from his current a... (2 pages)View decision -
Decision Reference DRN-5083880
10 Dec 2024 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5083880 The complaint Ms D and Mr W are unhappy that The Prudential Assurance Company Limited (Prudential) declined their income protection claim. They’re also unhappy with the service they’ve received from Prudential. What happened Ms D and Mr W took out an income protection policy... (5 pages)View decision -
Decision Reference DRN-5199436
10 Dec 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5199436 The complaint Mr J complains that Accredited Insurance (Europe) Ltd has treated him unfairly when settling a claim made on his commercial vehicle insurance. What happened Mr J made a claim on his policy following an accident in October 2023. When the claim was settled, Accre... (6 pages)View decision -
Decision Reference DRN-5001874
10 Dec 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5001874 The complaint Miss P complains that the car she acquired from Startline Motor Finance Limited was faulty at the point of sale. To put things right, Miss P would like to end the agreement for the finance of the car, and she’d like Startline to refund the financial losses she’... (4 pages)View decision -
Decision Reference DRN-4882137
10 Dec 2024 TMS Capital Limited UpheldInvestmentsDRN-4882137 The complaint Mr A complains that TMS Capital Limited (TMS) didn’t apply stop-loss orders to limit his losses while trading derivatives on his behalf. He says that caused him a financial loss and he wants to be reimbursed. What happened On 25 April 2014 Mr A signed an invest... (8 pages)View decision
