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 130193 results
-
Decision Reference DRN-4638450
24 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4638450 The complaint A company which I’ll call ‘B’ complains that Lloyds Bank Plc didn’t reimburse the money it transferred to a fraudster. The complaint is brought on B’s behalf by one of its directors, Mr A. What happened Both parties are aware of the circumstances of the compl... (7 pages)View decision -
Decision Reference DRN-5032089
24 Sep 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5032089 The complaint Mr T has complained about the service he received from National Savings and Investments (‘NS&I’) when he attempted to apply for some of its savings bonds. What happened I have previously issued a provisional decision regarding this complaint. The following... (4 pages)View decision -
Decision Reference DRN-4924940
24 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4924940 The complaint Mrs K and her husband Mr S complain that Liverpool Victoria Insurance Company Limited (“LV”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance claim and the complaint is a car, first registered in 2015. Mrs K ... (3 pages)View decision -
Decision Reference DRN-5039611
24 Sep 2024 Vitality Health Limited UpheldInsuranceDRN-5039611 The complaint Mrs C is unhappy that Vitality Health Limited didn’t pay a claim made under her private medical insurance policy (’the policy’) in full. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN-4938203
24 Sep 2024 Freemans Plc UpheldConsumer CreditDRN-4938203 The complaint Mr G is complaining that Freemans Plc lent to him irresponsibly by providing him with a catalogue shopping account. What happened In July 2018, Freemans approved Mr G’s account application, giving him a credit limit of £100. Mr G requested credit limit increase... (3 pages)View decision -
Decision Reference DRN-4932187
24 Sep 2024 Wakam UpheldInsuranceDRN-4932187 The complaint Ms A has complained about her insurer Wakam’s decision to decline a claim she made for storm damage under her home and buildings insurance policy. She’s also complained that Wakam failed to properly explain the claims process to her. All reference to the insure... (3 pages)View decision -
Decision Reference DRN-5039587
24 Sep 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5039587 The complaint Mrs S applied for a mortgage decreasing life insurance policy with critical illness cover (‘the policy’) with Legal and General Assurance Society Limited, via a third party. She’s unhappy that Legal and General Assurance Society Limited started the policy even ... (2 pages)View decision -
Decision Reference DRN-4915564
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4915564 Complaint Mr S is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr S had been looking for work and had applied for various roles online. He was contacted by someone who claimed to be recruiting for a role. The role was apparently... (5 pages)View decision -
Decision Reference DRN-4995049
24 Sep 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4995049 The complaint Miss M complains that Frasers Group Financial Services Limited trading as Studio provided her with poor customer service, and this affected her credit file. What happened Miss M says she was asked to reset her password when logging into her Studio account on 12... (2 pages)View decision -
Decision Reference DRN-4954308
24 Sep 2024 AFH Independent Financial Services Limited UpheldInvestmentsDRN-4954308 The complaint Mr K and Ms P are unhappy with AFH Independent Financial Services Limited’s (AFH) handling of their requests to switch and realign investments within their Individual Savings Accounts (ISAs) and bonds. What happened Mr K and Ms P hold ISAs and bonds that AFH we... (2 pages)View decision