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 121115 results
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Decision Reference DRN-4055482
24 Oct 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4055482 The complaint Mr P is unhappy Starling Bank Limited (“Starling”) won’t refund the money he lost as the result of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 14 December 2022 covered the detailed timeline of the transacti... (5 pages)View decision -
Decision Reference DRN-4414777
24 Oct 2023 Lloyds Bank PLC UpheldInvestmentsDRN-4414777 The complaint Ms H and Mr H have complained about Lloyds Bank Plc. They said it gave them unsuitable advice when it recommended investments to them. They think they have suffered investment losses because of the unsuitable advice they were given and would like to be compensated... (4 pages)View decision -
Decision Reference DRN-4417186
24 Oct 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4417186 The complaint Mr S and Mr F complain that Rock Insurance Services Limited didn’t refund the premium they paid for a travel insurance policy. As Mr S brought the complaint to us, I’ve referred mainly to him. What happened On 4 February 2023, Mr S took out an airline-branded sing... (2 pages)View decision -
Decision Reference DRN-4149655
24 Oct 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4149655 The complaint Mr M has complained about the quality of a car he acquired, using finance from Santander Consumer (UK) Plc. What happened Mr M took out a finance agreement with Santander for a used luxury car. But the following month, he contacted Santander to complain. He explai... (2 pages)View decision -
Decision Reference DRN-4321849
24 Oct 2023 Santander UK Plc UpheldMortgagesDRN-4321849 The complaint Miss W complains that Santander UK plc wouldn’t allow her to transfer, or port, her mortgage with it to a new property. What happened Miss W has a mortgage with Santander. In 2018, she took a fixed rate interest rate product of 2.39% until 2 August 2023, on a mort... (3 pages)View decision -
Decision Reference DRN-4382515
24 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4382515 The complaint Mr H and Miss S complain because Admiral Insurance (Gibraltar) Limited didn’t pay Miss S’s claim for lost or stolen personal belongings under a travel insurance policy. What happened Mr H and Miss S were insured under a travel insurance policy provided by Admiral.... (2 pages)View decision -
Decision Reference DRN-4416841
24 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4416841 The complaint Mr S complains that Barclays Bank UK PLC refuses to refund all the money he lost to an investment scammer. What happened In early 2019, Mr S was searching for cryptocurrency investment opportunities online. He came across a company I’ll refer to as ‘C’ who offered... (3 pages)View decision -
Decision Reference DRN-4376028
24 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4376028 The complaint Mr W has complained that Aviva’s approved repairers took a significant length of time to repair his car under his motor policy following an accident. What happened Mr W was involved in an accident on 23 February 2023. His car was then taken to a garage and the rep... (3 pages)View decision -
Decision Reference DRN-4414833
24 Oct 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4414833 The complaint Mrs and Mr H complain about Great Lakes Insurance SE’s service and settlement for their repatriation claim under their travel insurance. My references to Great Lakes include its agents. What happened Mrs and Mr H bought an annual multi trip travel insurance policy... (6 pages)View decision -
Decision Reference DRN-4379268
24 Oct 2023 Euroins AD UpheldInsuranceDRN-4379268 The complaint Miss B is unhappy with the service she received from Euroins AD when she claimed on her travel insurance policy for lost baggage and personal possessions. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again... (2 pages)View decision
