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 81150 results
-
Decision Reference DRN-3186042
29 Nov 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3186042 The complaint Ms A is unhappy that National Westminster Bank Plc (“NatWest”) closed her account and withheld funds while it carried out an investigation. What happened Ms A opened an account with NatWest in July 2019. In November 2019 the account was closed without notice after... (4 pages)View decision -
Decision Reference DRN-3115477
29 Nov 2021 Great Lakes Insurance SE UpheldInsuranceDRN-3115477 The complaint Mr L complains that Great Lakes Insurance SE hasn’t refunded the premiums he paid for a single trip travel insurance policy. What happened On 27 November 2019, Mr L purchased a single trip travel insurance policy with Great Lakes over the telephone for a holiday ... (4 pages)View decision -
Decision Reference DRN-3122002
29 Nov 2021 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-3122002 The complaint Mr L is unhappy JAJA Finance Ltd (JAJA) are pursuing him for a debt and have added charges and interest to the debt as well as recording adverse information on his credit file. What happened Mr L had a credit card with a well-known provider. In June 2019 that prov... (3 pages)View decision -
Decision Reference DRN-3095698
29 Nov 2021 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3095698 The complaint Mr B has complained that Ocaso SA, Compania de Seguros y Reaseguros hasn’t settled in full a claim under his residential let insurance policy for an escape of water. What happened Mr B owns a residential property which he lets out. In February 2021 he made a claim... (3 pages)View decision -
Decision Reference DRN-2957940
29 Nov 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2957940 The complaint Ms A complains about her bank, Vanquis Bank Limited (Vanquis), regarding a default they applied to her credit card account. What happened In January 2018 Ms A took out a credit card account with Vanquis. No payment in respect of the outstanding balance on the acco... (3 pages)View decision -
Decision Reference DRN-3060372
29 Nov 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3060372 The complaint Mr and Mrs P are unhappy that Lloyds Bank PLC (Lloyds) won’t refund payments they made after falling victim to a scam. What happened In 2015, Mr and Mrs P were called out of the blue by someone claiming to work for a company I’ll refer to as company A. Mr and Mrs ... (7 pages)View decision -
Decision Reference DRN-3062536
27 Nov 2021 First Complete Ltd UpheldInsuranceDRN-3062536 The complaint Mr T complains that First Complete Ltd didn’t update him about a change to the insurance policy it arranged for him. What happened Mr T had a commercial property insurance policy for a property he owns and rents out. He arranged the policy through First Complete –... (3 pages)View decision -
Decision Reference DRN-3110143
27 Nov 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3110143 The complaint Mr L is unhappy with how BMW Financial Services (GB) Limited (‘BMW’) dealt with the voluntary termination of his hire purchase agreement with them. What happened On 15 May 2017, Mr L was supplied with a new car through a hire purchase agreement with BMW. He paid a... (3 pages)View decision -
Decision Reference DRN-3160738
27 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3160738 The complaint Mr L complained about repairs carried out to his car when he made claims under his car insurance policy with Admiral Insurance Company Limited. Mr L said a colour mismatch was identified by a lease company and it wouldn’t accept the return of his car. What happene... (3 pages)View decision -
Decision Reference DRN-2724648
26 Nov 2021 Santander UK Plc UpheldInvestmentsDRN-2724648 The complaint Mr W is unhappy about the service provided by Santander UK Plc when switching an ISA to their Investment Hub. What happened Mr W had an investment ISA with Santander. In early October 2020, he had a virtual investment review with one of Santander’s financial advis... (2 pages)View decision
