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 360982 results
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Decision Reference DRN-5170092
5 Dec 2024 Plum Fintech Limited Not upheldBanking and PaymentsDRN-5170092 The complaint Mr F complains that Plum Fintech Limited (“Plum”) unfairly requested evidence of the source of his funds when investing in a cash ISA with it. In particular, Mr F is unhappy Plum didn’t disclose information detailing the enquiries it would make regarding the so... (4 pages)View decision -
Decision Reference DRN-5038319
5 Dec 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-5038319 The complaint Miss B complained that Zurich Assurance Ltd avoided her policy and refused to pay a claim on her life assurance and critical illness policy. What happened Miss B took out a life assurance and critical illness policy with Zurich in April 2021. Miss B raised a cl... (3 pages)View decision -
Decision Reference DRN-4796040
5 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4796040 The complaint Miss M complains Barclays Bank UK PLC unfairly closed her account and provided her with poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Miss M held a current account wi... (4 pages)View decision -
Decision Reference DRN-5189850
5 Dec 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5189850 The complaint Mr T complains PayPal UK Ltd didn’t help him when trying to fix a problem with an offer. What happened Mr T received an offer from PayPal. Mr T had to forward a link to another person, who needed to be a new PayPal customer, and they needed to complete a paym... (2 pages)View decision -
Decision Reference DRN-5172726
5 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5172726 The complaint Mr S and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (13 pages)View decision -
Decision Reference DRN-5126950
5 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5126950 The complaint Mrs A has complained that Lloyds General Insurance Limited turned down her claim under her home insurance policy for storm damage to the roof on her rental property. Any reference to Lloyds includes its agents. What happened Mrs A reported damage to the roof ... (3 pages)View decision -
Decision Reference DRN-5136858
5 Dec 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5136858 The complaint Miss K complains that American Express Services Europe Limited trading as American Express (“AESEL”) cancelled her accounts without notice. What happened Miss K held two credit card accounts with AESEL. In October 2023 she experienced some financial difficultie... (3 pages)View decision -
Decision Reference DRN-5188450
5 Dec 2024 West Bay Insurance Plc UpheldInsuranceDRN-5188450 The complaint Mr W has complained about the way West Bay Insurance Plc handled his claim under his Commercial Vehicle Insurance Policy. He has also complained about what it has offered in settlement of his claim. Any reference to West Bay includes its agents. What happened... (10 pages)View decision -
Decision Reference DRN-5183554
5 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5183554 The complaint Mr H is complaining that he’s out of pocket after he contacted Admiral to claim through his car insurance policy after he was involved in a non-fault accident. What happened In May 2022 Mr H’s wife (Mrs H) – a named driver on the policy – was involved in a car ... (4 pages)View decision -
Decision Reference DRN-5181941
5 Dec 2024 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5181941 The complaint Mr D complains that Pathlines Pensions UK Limited allowed him to transfer out of his defined-benefit (‘DB’) occupational pension scheme into a Self-Invested Personal Pension (‘SIPP’) and to invest in Store First Limited (‘Store First’). Pathlines Pensions UK L... (55 pages)View decision
