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-4997762
25 Nov 2024 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4997762 The complaint Mr O is unhappy with RBS Collective Investment Funds Limited. When his Child Trust Fund (CTF) matured Mr O struggled to set up another account to transfer the money from his CTF. What happened Mr O made several attempts to set up an account so he could transfe... (2 pages)View decision -
Decision Reference DRN-5130366
25 Nov 2024 Fair for You Enterprise CIC Not upheldConsumer CreditDRN-5130366 The complaint Mrs L complains that Fair for You Enterprise CIC recorded adverse information on her credit file. What happened On 21 August 2022 Mrs L took out a Food Club Card with Fair for You with an initial top up of £60. On 12 December 2022 a further top up of £100 was a... (2 pages)View decision -
Decision Reference DRN-4797996
25 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4797996 The complaint Mr and Mrs G complain that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent the loss they suffered when they sent money to its customer’s account as the result of an alleged scam. Mr and Mrs G have used a representative to bring their compla... (4 pages)View decision -
Decision Reference DRN-5163542
25 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5163542 The complaint Ms B complains AXA Insurance UK Plc didn’t handle a claim against her home insurance policy fairly. What happened Ms B had an escape of water in June 2023. She made a claim against her home insurance policy. AXA ultimately declined the claim as it said the esc... (2 pages)View decision -
Decision Reference DRN-5125462
25 Nov 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5125462 The complaint Mr R complains that Pinnacle Insurance Plc turned down his pet insurance claim, even though he had spoken to Pinnacle’s vet assistance line before making his claim. My references to Pinnacle include its agents. What happened Mr R has a time limited pet insuranc... (3 pages)View decision -
Decision Reference DRN-5168047
25 Nov 2024 Social Money Limited UpheldBanking and PaymentsDRN-5168047 The complaint A company which I’ll call ‘E’ complains that Social Money Limited behaved unreasonably when it withdrew its loan offer causing a financial loss. The complaint is brought on E’s behalf by its director, Mr B. What happened Mr B told us: E wanted to purchase ... (6 pages)View decision -
Decision Reference DRN-5157377
25 Nov 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5157377 The complaint Miss T complains about the redress settlement from Mercedes-Benz Financial Services UK Limited (MBFS) for a car she acquired that is of unsatisfactory quality. What happened In December 2019 Miss T entered into a Personal Contract Plan (PCP) agreement with MBFS... (6 pages)View decision -
Decision Reference DRN-5081500
25 Nov 2024 BUPA Insurance Limited UpheldInsuranceDRN-5081500 The complaint Mr R is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim. What happened Mr R has a private medical insurance policy with BUPA. In April 2024, Mr R received pre-authorisation from BUPA for treatment to his knee. Mr R had th... (2 pages)View decision -
Decision Reference DRN-4776265
25 Nov 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4776265 The complaint S, a limited company, has complained Starling Bank Limited won’t refund them for two disputed transactions executed after their debit card was stolen. Mr S is a director of S and represents them in this complaint. What happened In July 2023, Mr S’s car was brok... (3 pages)View decision -
Decision Reference DRN-5144670
25 Nov 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5144670 The complaint Mr S complains that Yorkshire Building Society (YBS) placed his money in a low interest bond without his agreement and then froze access to the funds. Mr S is unhappy that YBS couldn’t easily set up a new account and asked intrusive questions as part of the acc... (5 pages)View decision
