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 120327 results
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Decision Reference DRN-4339490
12 Sep 2023 Lloyds Bank PLC UpheldInvestmentsDRN-4339490 The complaint Mrs W complains that due to failings on Lloyds Bank PLC’s part, she was unable to access a valuation for her stocks and shares ISA online, between late February 2022 and August 2022, when she encashed her ISA. Mrs W says her ISA fell significantly in value during ... (6 pages)View decision -
Decision Reference DRN-4253555
12 Sep 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4253555 The complaint Mr I has complained about the length of time it took Watford Insurance Company Europe Limited’s approved repairer to complete the repairs to his van after he made a claim on his van insurance policy. He’s said this caused the limited company, who I’ll refer to as ... (2 pages)View decision -
Decision Reference DRN-4345748
12 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4345748 The complaint Mr M and Ms S complain about Admiral Insurance (Gibraltar) Limited’s handling of claims they made under their home insurance policy. Admiral is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Admiral ha... (5 pages)View decision -
Decision Reference DRN-4245108
12 Sep 2023 Studio Retail Limited UpheldConsumer CreditDRN-4245108 The complaint Mrs B has complained that Studio Retail Limited (“Studio”) acted irresponsibly when it provided her with a catalogue shopping account in 2011. What happened Mrs B opened a catalogue shopping account with Studio in 2011. Between then and 2016 Mrs B’s account limit ... (4 pages)View decision -
Decision Reference DRN-4345453
12 Sep 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4345453 The complaint Mr T complains that he wasn’t provided with any information when he entered into a Buy Now Pay Later (BNPL) agreement with Creation Consumer Finance Ltd. What happened In June 2021 Mr T purchased a washer-dryer from a merchant and entered into a credit agreement w... (3 pages)View decision -
Decision Reference DRN-4319673
12 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4319673 The complaint Miss B complains that Santander UK Plc failed to properly administer her account leading to inconvenience, unnecessary stress and loss of funds. What happened Miss B explained that she noticed several transactions she didn’t recognise and reported them to a Santan... (3 pages)View decision -
Decision Reference DRN-4108156
12 Sep 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4108156 The complaint A complain that Starling Bank Limited (“Starling”) failed to refund transactions they didn’t recognise. What happened A are a limited company and are represented here by Mr B who was involved in the incident. So, I’ll mainly refer to him throughout the complaint. ... (4 pages)View decision -
Decision Reference DRN-4216872
12 Sep 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-4216872 The complaint Miss W has complained about the quality of a car she acquired under a hire purchase agreement with Secure Trust Bank PLC, trading as V12 Vehicle Finance (V12). What happened The circumstances of the complaint are known to both parties. So I’m not going to go over ... (5 pages)View decision -
Decision Reference DRN-4284646
12 Sep 2023 West Bay Insurance Plc UpheldInsuranceDRN-4284646 The complaint Mr C complains about how West Bay Insurance plc (“West Bay”) handled a claim he made on his motor insurance policy. When I mention West Bay I also mean its suppliers and repairers. What happened Mr C had a motor insurance policy with West Bay covering his van whic... (3 pages)View decision -
Decision Reference DRN-4341510
12 Sep 2023 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4341510 The complaint Mr H says American Express Services Europe Limited (AmEx) unfairly closed his credit card account and mis-advised him about re-applying. What happened Mr H applied for an AmEx credit card account in September 2022. AmEx then suspended the account pending receipt o... (3 pages)View decision
