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 361839 results
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Decision Reference DRN-5138900
11 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5138900 The complaint Mr S complains that Santander UK Plc approved a credit card for him together with a credit limit increase and he could not afford to make the repayments. What happened The card was approved for Mr S in March 2017 with an original credit limit of £2,200. Mr S co... (4 pages)View decision -
Decision Reference DRN-5167348
11 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5167348 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost when he says he fell victim to an investment scam. What happened Mr A says that he was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a privat... (4 pages)View decision -
Decision Reference DRN-5200435
11 Dec 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5200435 The complaint Mr H has complained about a transfer of his personal pension with The Prudential Assurance Company Limited to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in November 2014. Mr H says he has lost out financially as a result. Mr H says Pru... (8 pages)View decision -
Decision Reference DRN-5094200
11 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5094200 The complaint Mr G and Ms F complain The Royal Bank of Scotland plc (RBS) failed to send a notification to both parties of the joint bank account when a debit card transaction was declined. What happened Mr G says in mid-August 2024 a debit card payment from their joint acco... (2 pages)View decision -
Decision Reference DRN-5204201
11 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5204201 The complaint Mr W complains that Accelerant Insurance Europe SA/NV UK Branch (Accelerant) has unfairly concluded it won’t cover the cost certain repairs to a property following a fire. What happened Mr W is the owner of a flat. The block is insured by a housing association ... (4 pages)View decision -
Decision Reference DRN-4858690
11 Dec 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4858690 The complaint Mr H complains about the service (and administration) of his investment by The Prudential Assurance Company Limited, referred to as “Prudential”. To put things right, he’d like answers to his questions and compensation for the distress and inconvenience caused... (7 pages)View decision -
Decision Reference DRN-5204697
11 Dec 2024 Redmayne-Bentley LLP Not upheldPensions and AnnuitiesDRN-5204697 The complaint Mr A’s complaint concerns investments made in a stockbroking account provided by Redmayne-Bentley LLP (Redmayne-Bentley), held in a self-invested personal pension (SIPP), which was provided by another business. A representative has made the complaint on Mr A’s ... (7 pages)View decision -
Decision Reference DRN-5204739
11 Dec 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5204739 The complaint Mr J complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) sent him unclear correspondence about his credit card. This caused him to unnecessarily transfer his balance to another credit card. What happened On 3 December 2022 Mr J transferred ... (3 pages)View decision -
Decision Reference DRN-5037357
11 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5037357 The complaint Mrs F and Mr F are unhappy with the quality of repairs to their vehicle carried out by Liverpool Victoria Insurance Company Limited (LV) under their motor insurance policy. This complaint has been bought by both Mrs F and Mr F, however as Mrs F is the policyhol... (5 pages)View decision -
Decision Reference DRN-4703805
11 Dec 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4703805 The complaint Miss D complains that J.P. Morgan Europe Limited trading as Chase did not refund the £25,000 that she lost to a scam. What happened Miss D unfortunately fell victim to a ‘safe account scam’ where she was tricked into thinking her accounts were at risk and she n... (3 pages)View decision
