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-4892403
29 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4892403 The complaint Mrs S complains that American Express Services Europe Limited (“AESEL”) failed to properly pursue her claim for unsatisfactory holiday accommodation. What happened Mrs S booked holiday accommodation overseas from a business I will call S which was paid for usin... (3 pages)View decision -
Decision Reference DRN-5161255
29 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5161255 The complaint Mrs and Mr W complain about Aviva Insurance Limited’s handling of a claim under their car insurance policy. Aviva has been represented by its agents during the claim. All references to Aviva include its agents. What happened Mrs and Mr W took out a car insuranc... (10 pages)View decision -
Decision Reference DRN-5077957
29 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5077957 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) hasn’t refunded him after he fell victim to an investment scam. Mr A is represented by a claims management company (“R”). What happened In April 2020, Mr A invested into a company I will refer to as M. R s... (5 pages)View decision -
Decision Reference DRN-5064507
29 Nov 2024 BISL Limited Not upheldInsuranceDRN-5064507 The complaint Mr S is unhappy with the way BISL Limited (BISL) recorded an incident he reported under his motor insurance policy. He is also unhappy with the customer service he has received. What happened In July 2023 Mr S was unfortunately involved in an accident involving... (4 pages)View decision -
Decision Reference DRN-5036619
29 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5036619 The complaint Mr M is unhappy with the service he received from Aviva Life & Pensions UK Limited (Aviva) when encashing funds from his investment account held within his self-invested personal pension (SIPP). What happened On 4 September 2023 Mr M says he instructed his... (5 pages)View decision -
Decision Reference DRN-5172046
29 Nov 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5172046 The complaint Mr and Mrs W complain because Great Lakes Insurance SE only paid part of their claims under their travel insurance policy. Mr and Mrs W’s complaint has been brought to us by their representative, whose submissions I have referred to throughout this provisional ... (5 pages)View decision -
Decision Reference DRN-4898238
29 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4898238 The complaint Mr and Mrs S complain that Santander UK Plc (‘Santander’) won’t refund them money they paid as a result of what they believed to be a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in... (4 pages)View decision -
Decision Reference DRN-5174792
29 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5174792 The complaint Miss C complains about how Barclays Bank UK PLC has treated her and administered the mortgage she holds jointly with her ex-partner, Mr M, during a period of financial difficulty. Mr M has joined this complaint. What happened Miss C and Mr M have a joint mortga... (6 pages)View decision -
Decision Reference DRN-5138323
29 Nov 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-5138323 The complaint Mr T complains that National Westminster Bank Plc was irresponsible in its lending to him. What happened Mr T was provided with two loans by NatWest. One in September 2021 for £7,000 (loan 1) and one in June 2023 for £20,000 (loan 2). Loan 1 had a loan term of ... (4 pages)View decision -
Decision Reference DRN-5118763
29 Nov 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5118763 The complaint Mr M has complained that Loans 2 Go Limited (“L2G”) gave him a loan he couldn’t afford to repay. What happened Mr M was advanced one loan of £2,000 on 22 December 2023, and he was due to make 24 monthly repayments of £269.33. If Mr M repaid the loan in line wi... (4 pages)View decision
