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 128312 results
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Decision Reference DRN-4869024
24 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4869024 The complaint Mr S has complained that Starling Bank Limited (‘Starling’) closed his account with only seven days’ notice and didn’t consent to him switching his account to another bank. He wants compensation for his losses and for the distress and inconvenience he suffered. Wh... (6 pages)View decision -
Decision Reference DRN-4868874
24 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4868874 The complaint Mr and Mrs J complain about Aviva Insurance Limited’s settlement of their contents insurance claim. Any reference to Aviva includes the actions of its agents. What happened Mr and Mrs J made a claim under their contents insurance policy after their home was broken... (2 pages)View decision -
Decision Reference DRN-4529033
24 Jun 2024 Capital Professional Limited UpheldPensions and AnnuitiesThe complaint Mr B complains that advice given by Capital Professional Limited t/a Ascot Lloyd to switch his personal pensions wasn’t in his best interests and caused a financial loss. What happened In January 2019 when he was 58, Mr B and his wife consulted an adviser (Mr P) from a firm c... (7 pages)View decision -
Decision Reference DRN-4863944
24 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4863944 The complaint Mrs G was a sole trader. She complains in that capacity that HSBC UK Bank Plc is unfairly holding her personally liable for a bounce back loan (“BBL”) that she applied for on behalf of a limited company, of which she was the director. What happened Mrs G told us: ... (6 pages)View decision -
Decision Reference DRN-4778983
24 Jun 2024 Metro Bank PLC UpheldConsumer CreditDRN-4778983 The complaint Mr W complains that Metro Bank PLC (trading as RateSetter) was irresponsible to lend to him. What happened Mr W was approved for two loans from RateSetter in February 2016 and March 2017: Loan Date Amount Term Repayment Settled 1 21 Feb 2016 £5,000 18m £299.18 31 ... (3 pages)View decision -
Decision Reference DRN-4866234
24 Jun 2024 Coventry Building Society UpheldBanking and PaymentsDRN-4866234 The complaint Mr J complains that Coventry Building Society (CBS) allowed a direct debit to be debited from his account without consent, and they did not provide him a refund under the Direct Debit Guarantee (DDG) scheme. What happened Mr J says he contacted CBS on 23 October 2... (4 pages)View decision -
Decision Reference DRN-4790628
24 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4790628 The complaint Miss H has complained that Advantage Insurance Company Limited unreasonably and unfairly cancelled her telematic motor insurance policy. What happened Miss H brought her telematics policy from Advantage’s broker online to start on 1 April 2023. Because it was a te... (8 pages)View decision -
Decision Reference DRN-4782139
23 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4782139 The complaint Mrs R and Mr R complain about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to decline their claim under their home insurance policy. Mrs R has acted as the main representative during the claim and complaint process. So, for ease of reference, I wil... (4 pages)View decision -
Decision Reference DRN-4858346
23 Jun 2024 Lyon & Co LLP UpheldInvestmentsDRN-4858346 The complaint Mr and Mrs B complain that Lyon & Co LLP (“Lyon”) advised them to invest in an unsuitable product, failing to explain the fee structure and wrongfully exposing them to capital gains tax. Background I wrote to the parties on 30 April 2024 with my provisional de... (15 pages)View decision -
Decision Reference DRN-4790677
21 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4790677 The complaint Mr R complains that Santander UK Plc transferred money out of his account without his permission. What happened Mr R received the following faster payments from someone he knows (‘the beneficiary’) into his Santander account: £150 on 6 September 2023 £150 on 13 ... (3 pages)View decision