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 119791 results
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Decision Reference DRN-4424695
3 Nov 2023 JN Bank UK Ltd UpheldConsumer CreditDRN-4424695 The complaint Miss C complains that JN Bank UK Ltd did not give her the information she asked for and they provided her with poor customer service. What happened Miss C says that she sent JN Bank a secured message asking if she would be charged for settling her account early. S... (3 pages)View decision -
Decision Reference DRN-4276049
3 Nov 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-4276049 The complaint Mr K complains that Wise Payments Limited (Wise) hasn’t refunded him after he fell victim to an investment scam. What happened I’ve discussed the circumstances of this case and my findings with both parties already. And each has had an opportunity to respond. I’m... (3 pages)View decision -
Decision Reference DRN-3982346
3 Nov 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3982346 The complaint Mr D complains about the service received from TransUnion International UK Limited trading as TransUnion (TU) when trying to access his credit file. What happened Mr D says his credit information with his bank, who I’ll refer to as L, had incorrect information whi... (2 pages)View decision -
Decision Reference DRN-4414944
3 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4414944 The complaint Mrs F complains about how Admiral Insurance (Gibraltar) Limited (Admiral), handled a claim under her home insurance policy for damage to her property caused by a neighbour. Any reference to Admiral in this decision includes their agents. This decision covers Mrs F... (7 pages)View decision -
Decision Reference DRN-4319977
3 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4319977 The complaint Ms K complains about the way Domestic & General Insurance Plc (D&G) has handled a claim she made under a household warranty policy to have a game console repaired. What happened The circumstances of this complaint are well known to both parties, so I’ve su... (3 pages)View decision -
Decision Reference DRN-4408485
3 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4408485 The complaint Mrs M complains that Lloyds Bank PLC treated her unfairly when she noticed problems with her debit card. She further complains that her attempts to report fraud were dealt with poorly by the bank. What happened Mrs M noticed the name on her debit card had an extra... (3 pages)View decision -
Decision Reference DRN-4431901
3 Nov 2023 BUPA Insurance Limited UpheldInsuranceDRN-4431901 The complaint Mr and Mrs F complain about how BUPA Insurance Limited, trading as BUPA Global, dealt with a claim against their private medical insurance policy. What happened In summary, Mr and Mrs F have private medical insurance underwritten by BUPA via a company health plan.... (4 pages)View decision -
Decision Reference DRN-4415847
3 Nov 2023 Wakam UpheldInsuranceDRN-4415847 The complaint Ms K complains about how Wakam dealt with a claim under her home insurance policy for damage to her property from water ingress. Wakam use agents to administer the policy and to assess claims. Reference to Wakam includes these agents. Ms K was supported by a repre... (5 pages)View decision -
Decision Reference DRN-4433293
3 Nov 2023 PDL Finance Limited UpheldConsumer CreditDRN-4433293 The complaint Mr W has complained that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him loans which he couldn’t afford to repay. What happened Mr W was advanced five loans and a summary of his borrowing can be found below. loan number loan amount agreement date r... (5 pages)View decision -
Decision Reference DRN-4432184
3 Nov 2023 RBS Collective Investment Funds Limited UpheldInvestmentsDRN-4432184 The complaint Mr M complains about the way RBS Collective Investment Funds Limited has handled the maturity of his Junior ISA. He says delays and failing to follow his instructions has caused him a financial loss. What happened Mr M held a Junior ISA (which was originally taken... (4 pages)View decision
