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 122404 results
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Decision Reference DRN-4142949
8 Jun 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4142949 The complaint Mr L complains about how Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG (“Helvetia”) has settled his claim about his faulty sofa. Any references to Helvetia include its agents. What happened Mr L bought a new sofa, chair, and ... (2 pages)View decision -
Decision Reference DRN-3933592
8 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3933592 The complaint Ms K complains about Royal & Sun Alliance Insurance Limited (RSA)’s handling of a claim on her home insurance. RSA is the underwriter of this policy (the insurer). Part of this complaint concerns the actions of RSA’s contractor. As RSA has accepted it is accou... (4 pages)View decision -
Decision Reference DRN-4018290
8 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4018290 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary Mr B received a cal... (3 pages)View decision -
Decision Reference DRN-4049809
8 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4049809 The complaint Mr I has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it dealt with a claim under his home insurance policy and the poor service he received. What happened Mr I made a claim under his home insurance policy and wasn’t happy a... (2 pages)View decision -
Decision Reference DRN-4176772
8 Jun 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4176772 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) caused delays in opening a new account for him. What happened Mr S applied for a new account with Virgin, he’d decided to do this because of the incentives that Virgin was offering at the tim... (2 pages)View decision -
Decision Reference DRN-3723882
8 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3723882 The complaint X complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the full amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary X was con... (3 pages)View decision -
Decision Reference DRN-3931295
8 Jun 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3931295 The complaint Mr G complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this complaint is well known to bot... (5 pages)View decision -
Decision Reference DRN-4075451
8 Jun 2023 Society of Lloyd's UpheldInsuranceDRN-4075451 The complaint Mr X complains about Society of Lloyd’s (SoL) decision to apply a single indemnity limit to a number of claims he’s made on a legal expenses insurance policy. What happened Mr X held legal expenses insurance with SoL until December 2018. He made a number of claims... (3 pages)View decision -
Decision Reference DRN-4172965
8 Jun 2023 Santander UK Plc UpheldMortgagesDRN-4172965 The complaint Mr R complains about what happened when he asked Santander UK Plc to increase the mortgage borrowing on his home, to fund the purchase of a commercial property that he intended to use partly for his business, and partly as a buy to let property. What happened Mr R... (12 pages)View decision -
Decision Reference DRN-3879672
8 Jun 2023 Bank of Ireland (UK) Plc UpheldMortgagesDRN-3879672 The complaint Ms F is unhappy that Bank of Ireland (UK) Plc declined her mortgage application then recorded a marker against her on a fraud prevention database. What happened Ms F made a joint mortgage application to Bank of Ireland on 5 April 2017 to purchase a property. Bank ... (3 pages)View decision
