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 125400 results
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Decision Reference DRN-4803254
17 May 2024 London Community Credit Union Limited UpheldConsumer CreditDRN-4803254 The complaint Miss W has complained about the way London Community Credit Union Ltd (LCCU) administered a loan agreement she’d entered into. What happened To summarise, Miss W entered into a personal loan agreement with LCCU in May 2019 to borrow £2,000. The agreement sets out ... (4 pages)View decision -
Decision Reference DRN-4728070
17 May 2024 Covea Insurance plc UpheldInsuranceDRN-4728070 The complaint Miss F is unhappy with the settlement Covea Insurance plc have offered her for her stolen jewellery and with how they’ve handled her claim. What happened In January 2023 Miss F was burgled and her jewellery was stolen, so she claimed on her home contents insurance... (4 pages)View decision -
Decision Reference DRN-4602662
17 May 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4602662 The complaint Mr P complains that National Savings and Investments won’t cash-in his savings certificate. He also complains it won’t send the certificate back to him. What happened Mr P was given a bond certificate by his father. He recently attempted to cash this certificate i... (2 pages)View decision -
Decision Reference DRN-4603383
17 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4603383 The complaint Mrs B complains that Santander UK Plc (Santander) is refusing to refund her the amount she lost as the result of a scam. Mrs B is being represented by a third party. To keep things simple, I will refer to Mrs B throughout my decision. What happened The background ... (5 pages)View decision -
Decision Reference DRN-4785431
17 May 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4785431 The complaint Mrs R is unhappy with Ikano Bank AB (publ) (Ikano’s) response to a claim she made under s.75 of the Consumer Credit Act 1974 (the ‘CCA’) and to an unfair relationship she claims to have with it taking account s.140A of the CCA. What happened On 13 May 2015 Mrs R e... (6 pages)View decision -
Decision Reference DRN-4663871
17 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4663871 The complaint Mr A complains that Advantage Insurance Company Limited (“Advantage”) has lost his property during its handling of a motor insurance claim. Any reference to Advantage includes any agents that it is responsible for unless specified. What happened The background of ... (3 pages)View decision -
Decision Reference DRN-4609379
17 May 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4609379 The complaint Mr K complains that American Express Services Europe Limited (AESEL) didn’t provide him with reasonable support when he experienced financial difficulties. He wants compensation for the stress he has been caused by AESEL not helping him. What happened Mr K lost hi... (3 pages)View decision -
Decision Reference DRN-4803357
17 May 2024 Western Union Payment Services GB Limited UpheldBanking and PaymentsDRN-4803357 The complaint Mr G complains that Western Union Payment Services GB Limited (“Western Union”) delayed in returning funds to him after a transfer failed, causing him detriment. What happened In November, Mr G transferred some money to Western Union for onward transfer to an acco... (3 pages)View decision -
Decision Reference DRN-4675826
17 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4675826 The complaint Ms A complains that TSB Bank plc closed her current account and didn’t communicate to her the consequences of not clearing her overdraft balance, including registering a default. What happened Ms A had a current account with TSB since April 2021. She had an overdr... (3 pages)View decision -
Decision Reference DRN-4725788
17 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4725788 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to refund transactions he didn’t recognise. What happened Mr L explained that he wanted a way to allow a close family member to use online games whilst staying in control of the spe... (3 pages)View decision
