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 125299 results
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Decision Reference DRN-4614915
11 Mar 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4614915 The complaint Mr H complains that Capital One (Europe) Plc (Capital One) failed to uphold his complaint about an unauthorised transaction on his credit card and refund the amount in dispute. What happened I set out the background to this complaint in my earlier provisional deci... (6 pages)View decision -
Decision Reference DRN-4602052
11 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4602052 The complaint Mr A complains that Santander UK Plc transferred his Student Account to an ordinary current account too early. What happened In September 2016, Mr A opened a Student Account with Santander. The account was to be classified as a Student Account for three years, the... (2 pages)View decision -
Decision Reference DRN-4667953
11 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4667953 The complaint Mr and Mrs H have complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) has offered to pay for a claim they made on their home insurance policy. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened... (7 pages)View decision -
Decision Reference DRN-4673781
11 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4673781 The complaint H, a company, complains that Clydesdale Bank Plc didn’t do enough to prevent the loss it suffered when it sent money to a Clydesdale account as the result of a scam. Mr Y (H’s director) brings the complaint on its behalf and has used a representative when doing so... (4 pages)View decision -
Decision Reference DRN-4673107
11 Mar 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4673107 The complaint A company, which I’ll refer to as M, complains that ClearBank Limited (Tide) won’t refund the money that was lost through an Authorised Push Payment (“APP”) scam. Mrs A, who is a director of M, brings the complaint on M’s behalf. What happened I issued my provisio... (5 pages)View decision -
Decision Reference DRN-4588892
11 Mar 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4588892 The complaint Mr M has complained that Fortegra Europe Insurance Company Ltd ruined his alloy wheels when he made a claim for their repair under his alloy wheel insurance policy. What happened Mr M bought a car and also bought an alloy wheel policy from Fortegra. He made a clai... (4 pages)View decision -
Decision Reference DRN-4618651
11 Mar 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4618651 The complaint Mr D complains about Scottish Widows Limited (“Scottish Widows”). He’s unhappy with the service he received when he tried to access funds held in his personal pension plan (PPP). He doesn’t think it’s fair that Scottish Widows won’t allow him to withdraw funds fro... (4 pages)View decision -
Decision Reference DRN-4673409
11 Mar 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4673409 Complaint Mr C has complained that Oakbrook Finance Limited (trading as “Likely Loans”) unfairly provided him with unaffordable loans. Background Likely Loans provided Mr C with five loans. As far as I can see is Mr C’s loan history was as follows: Loan Taken Amount Settlement*... (9 pages)View decision -
Decision Reference DRN-4666871
11 Mar 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4666871 Complaint Mr B has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr B with a loan of £300 in April 2022. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £1,110.06, which... (4 pages)View decision -
Decision Reference DRN-4673361
10 Mar 2024 ReAssure Life Limited UpheldInsuranceDRN-4673361 The complaint Mr C complains that ReAssure Life Limited had made an unreasonable error when carrying out the annual indexation calculation on his whole of life policy in December 2022. This meant that ReAssure calculated a monthly premium which was less than it should have been... (5 pages)View decision
